Zakir Banva
Site Lead
Ahmedabad,GJ
Summary
Results-driven operations and service management professional with 15+ years of experience in sales operations, team leadership, service delivery, workforce management, distributor coordination, and customer service across FMCG, retail, and BPO sectors. Proven expertise in team management, operational efficiency, process improvement, customer satisfaction, manpower planning, and distributor relationship management. Strong leadership, analytical thinking, and business acumen with a consistent track record of achieving business goals.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Site Lead – Last Mile Delivery
Amazon Seller Services PVT LTD
02.2019 - Current
- Managed operations across 4 major territories – Bharuch, Baroda, Surat, and Ahmedabad, ensuring consistent performance across diverse markets.
- Oversaw 4+ delivery channels (DSP, IHS, FLEX, UTR), driving end-to-end site operations with strong customer promise execution.
- Delivered critical site KPIs across safety, quality, and productivity through daily performance reviews and operational gap closure.
- Led 250+ associates, Team Managers, and support staff across logistics, staffing, and resource planning to maximize throughput.
- Collaborated with 8+ cross-functional teams including Transport, Finance, HR, IT, Safety, and ACES to achieve business objectives.
- Strengthened operational efficiency through data-driven decision-making, process improvements, and continuous performance enhancement.
Team Leader
Amazon Transportation Service PVT LTD
12.2014 - 02.2019
- Maintained 100% station-level KPI adherence across safety, quality, productivity, and customer experience benchmarks.
- Developed 3+ core teams (DS, SSA, PA) through structured coaching, performance management, and leadership development plans.
- Coordinated 4+ operational channels while serving as the primary facilitator between station teams and IHS for seamless execution.
- Completed 3+ major training programs (TTT, SP, Audit) and successfully onboarded & trained 80+ associates.
- Identified, launched, and independently managed 1+ new delivery station/DC setup, ensuring end-to-end operational readiness.
- Established HIS operations in RAJD with 30+ store integrations, driving scalable network expansion.
- Managed vendor operations, petty cash, pre-planning, and 50+ associate improvement ideas to enhance efficiency and customer experience.
Delivery Supervisor
Amazon Transportation Service PVT LTD
02.2014 - 12.2014
- Managed end-to-end pickup & delivery operations for Rajkot Last Mile Station, ensuring seamless daily execution and customer promise delivery.
- Drove shift-level process adherence and performance management, consistently meeting operational and service targets.
- Led 100+ in-station and on-road associates, including roster planning, workforce allocation, and productivity management.
- Oversaw cash management and quality metrics, ensuring operational accuracy, compliance, and service excellence.
Area Coordinator – Operations
Hindustan Unilever Limited (HFS)
07.2013 - 12.2013
- Managed sales team hiring and deployment across multiple territories.
- Led onboarding, induction, and training for new associates.
- Delivered product and sales capability development programs.
- Monitored attendance, rostering, and workforce productivity.
- Resolved employee concerns related to payroll, PF, ESI, and compliance.
- Built strong distributor relationships to support business growth.
- Oversaw daily operations and ensured process compliance.
Team Leader – Operations
Reliance ResQ (Reliance Retail Ltd.)
07.2012 - 07.2013
- Achieved monthly sales targets through care plans, accessory sales, and spare sales.
- Managed open calls and optimized manpower allocation.
- Ensured service productivity and customer satisfaction within SLA timelines.
- Tracked preventive maintenance services and operational performance.
- Managed DOA cases with brand teams for resolution within 24 hours.
- Conducted team briefings focused on target achievement and customer experience.
- Maintained customer escalations below 1%.
- Sustained reverse SMS service ratings.
LSP Team Leader (Service)
Hindustan Unilever Limited – Pureit
01.2011 - 03.2012
- Achieved GSV targets through germ kill kit, accessories, and spare sales.
- Managed service operations across assigned territories.
- Coordinated with KSPs, distributors, and service providers for stock and sales.
- Ensured monthly PJP adherence and issue resolution.
- Maintained installation and service efficiency.
- Kept CSAT below 0.7%.
- Managed warranty claims, reimbursements, pending complaints, and order closures.
- Conducted monthly FOC and damage audits.
MIS Executive (Service)
Hindustan Unilever Limited – Pureit
05.2010 - 12.2010
- Compiled and distributed service efficiency, CSAT, DSR, FOC, damage, and complaint reports.
- Managed complaint and order allocation across clusters.
- Monitored pending complaints and service follow-ups.
- Coordinated with customer care executives, TLs, and LSPs.
- Handled retail calling and complaint management.
- Prepared escalation and customer care reporting.
Senior Executive
Aegis BPO Ltd. (An Essar Enterprise)
10.2007 - 05.2010
- Conducted telecom product and service training sessions.
- Managed team briefings, debriefings, and roster planning.
- Maintained SLA above 95% across quality and shrinkage metrics.
- Handled escalation desk and issue resolution.
- Performed quality audits and performance reviews.
- Guided teams on product knowledge and service excellence.
Education
Bachelor of Commerce (B.Com) -
Gujarat University
Gujarat01-2010
Higher Secondary Certificate - Commerce
GSEB
Gandhinagar, Gujarat01-2007
Secondary School Certificate - undefined
GSEB
Gandhinagar, Gujarat01-2005
Diploma - Software & Hardware Training
01-2005
Skills
Operations Management
Team Leadership & Workforce Planning
Sales & Service Coordination
Distributor & Stakeholder Management
Customer Satisfaction (CSAT)
Training & Onboarding
Process Improvement
Complaint Resolution & Escalation Handling
Accomplishments
- Achieved Amazon’s LML (Last Mile League) Award for 9 consecutive quarters, demonstrating sustained operational excellence.
- Recognized as Best Team Lead for “Invent & Simplify” at Amazon for driving innovation and process improvement.
- Received CEO Appreciation Award at Aegis India for outstanding dedication and commitment.
- Awarded Best Rising Star at Aegis-Essar (Jan 2008) for exceptional early performance.
- Earned Star Performer Award at Aegis-Essar (Sep–Oct 2008) for consistent delivery excellence.
- Honored with “Make You A Difference” appreciation from Vice President, Aegis Ahmedabad.
Timeline
Site Lead – Last Mile Delivery
Amazon Seller Services PVT LTD
02.2019 - Current
Team Leader
Amazon Transportation Service PVT LTD
12.2014 - 02.2019
Delivery Supervisor
Amazon Transportation Service PVT LTD
02.2014 - 12.2014
Area Coordinator – Operations
Hindustan Unilever Limited (HFS)
07.2013 - 12.2013
Team Leader – Operations
Reliance ResQ (Reliance Retail Ltd.)
07.2012 - 07.2013
LSP Team Leader (Service)
Hindustan Unilever Limited – Pureit
01.2011 - 03.2012
MIS Executive (Service)
Hindustan Unilever Limited – Pureit
05.2010 - 12.2010
Senior Executive
Aegis BPO Ltd. (An Essar Enterprise)
10.2007 - 05.2010
Higher Secondary Certificate - Commerce
GSEB
Secondary School Certificate - undefined
GSEB
Diploma - Software & Hardware Training
Bachelor of Commerce (B.Com) -
Gujarat University