VIVEK GARG

Logistics Improvement (April' 23 - Present)

• Spearheaded the transition of the logistics costing model from a fixed-cost structure to a cost-per-order model, successfully onboarding 10+ leading EV logistics partners for sustainable vehicle supply and transitioning from ICE 4W to a L3/L5 EV fleet.
• Achieved a 35% reduction in overall logistics costs, saving INR 15.9 lakh per month through three key initiatives.
• Introduced 2W vehicles into the logistics ecosystem and implemented multi-shift operations, increasing overall delivery performance from 82% to 95%.

Setup of New Fulfillment Hubs (July '23 & July '24)

• Established and scaled a new fulfillment hub in Delhi NCR and two fulfillment hubs in Bangalore, contributing 8% and 25% of revenue respectively, while expanding reach to previously unserviceable areas.
• Enhanced customer experience by reducing issue percentages from 18% to 6% and improving overall delivery performance from 80% to 96%.

Category Launch of Non-Perishable Products Across Hubs & New Fulfillment Hub (Dec '23 - Oct '24)

• Identified non-perishable products as a key category, contributing 30% of overall revenue, and drove a 100% growth in sales by transitioning from a marketplace model to an inventory-owned model, expanding SKU variety, and reducing stock-outs.
• Increased the take rate for the launched category by 5% through direct procurement deals with manufacturers.
• Successfully launched a fully operational, inventory-owned fulfillment hub within 7 days, resulting in a 6% increase in net margin for the hub.
• Allocated 15% of total demand to the newly launched hub, driving a 20% increase in sales within the same serviceable areas.
• Optimized the dispatch process, reducing average dispatch time from 40 minutes to 15 minutes.

Automation of Processes and Formation of Dedicated Tech Team (June '24 - Present)

• Led the sourcing and integration of a fulfillment management tool to streamline route creation and provide real-time tracking of all orders.
• Defined fulfillment zones, built an automated system for daily routing plans, and developed fulfillment SOPs, improving team efficiency and reducing processing time by 2 hours.
• Developed the "Saathi" seller app to simplify daily dispatch processes, providing visibility into daily revenue generation and a detailed weekly payout ledger.
• Developed the "Raahi" rider app to optimize daily pickup processes, enhance navigation to customer locations, and provide real-time order delivery status updates.

• Enhanced customer retention from 66% to 82% over 4 quarters by redesigning the product's customer journey, creating a more seamless and engaging experience.
• Reduced support costs per customer by productizing customer queries and requests, streamlining the support process.
• Revamped the supply management system by defining cooks’ availability at the slot level per day, optimizing scheduling and operations.
• Developed a partner app to enable self-marking of attendance and leaves, as well as providing an estimated payout on the 29th of each month.
• Streamlined the cook payout process, ensuring timely release of paychecks within the first 2 days of each month.
• Achieved a reduction in errors in cook payout calculations from 10% to 2% within a year, ensuring more accurate and reliable payouts.
• Improved partner NPS from 40% to 60% by establishing a dedicated support team that delivered faster resolutions to partner issues.

• Led ISO 9001:2015 certification process by implementing Quality Management Principles and regular audits
• Developed HVAC product for comfortable and personalized cooling by Task & Ambient Conditioning Method
• Sourced, evaluated, selected and executed 3rd party contracts for 3D simulation and additive manufacturing

• Prepared a list of ongoing policies and programs in 2018 which impact mining & manufacturing ecosystem of India
• Measured the impact of trade and geopolitics on supply position of non-fuel minerals critical for EV Industry
• Developed a forecasting model to estimate mineral requirement, basis various inputs about scenarios of policy outlook

• Revamped the complaint redressal process to address a 4% increase seen in 'Negative Feedbacks'
• Increased the number of positive feedbacks and Social Media Appreciation by Improving the Inventory management and reducing the check-In denial during peak times