Experience

Swiggy

• Food and Beverage Services
• 1 - 100 Employee

• Area Manager

  • Jul 2022 - Present

  Kolkata, West Bengal, India

• Senior Fleet Manager

  • Apr 2019 - Jun 2022

  Kolkata, West Bengal, India

• Fleet Manager

  • Dec 2017 - Mar 2019

  Kolkata Area, India  Managing a team of 200-250 Pickup & Delivery Partners directly on a daily basis.  Ensured 100% adherence to order fulfillment SOP to achieve compliance with promised delivery time.  Performed several data analysis on operational metrics like CPD, SLA, first mile and last mile delays, order rejection to find the defects and improvement area on the people and process level, presented it to senior management to assist them in decision making.  Minimize MG Loss through ground level… Show more  Managing a team of 200-250 Pickup & Delivery Partners directly on a daily basis.  Ensured 100% adherence to order fulfillment SOP to achieve compliance with promised delivery time.  Performed several data analysis on operational metrics like CPD, SLA, first mile and last mile delays, order rejection to find the defects and improvement area on the people and process level, presented it to senior management to assist them in decision making.  Minimize MG Loss through ground level control  Working as a Warroom Team.  Effectively managed the DE rostering.  Resolved the real-time escalations related to restaurant and delivery fleet at the drop of a hat to remove bottlenecks towards achieving the operational metrics.  Conduct regular review and feedback.  Percentage of DE driven cancellations in canceled orders >20 mins.  No order loss due to ops overrides (non-tech) for the assigned Hub  100% Serviceability during the festival.  Conduct classroom/field training at an individual level for better customer experience.  Train and groom DEs with low customer ratings.  Manage voluntary Attrition.  Conduct regular review and feedback  Achieve the defined average O2D times.  Schedule and Manage Field Audits to ensure uniform compliance.  Percentage of DE driven cancellations as a percentage of Swiggy initiated canceled orders.  Minimize cash loss due to operational issues at hubs.

• Finance Executive

  • Jun 2017 - Dec 2017

  Kolkata Area, India  Adding transactions on DE for deposits and disbursals on a daily basis.  Cash Certificates and recon sent on a monthly basis  Cash deposited on a daily basis to Logicash or HDFC Bank and deposit slip shared with CFM on the same day.  Follow up with DEs to deposit the float cash.  Raising concerns with Novopay and logicash to CFM.

• Operation Executive

  • Sep 2015 - Jun 2017

  Kolkata Area, India *Running the order fulfillment process end-to- end *Acting as a liaison among the restaurant, customers and the delivery executives *Using Order Management System *Telephone and email support *Escalating issues * Verification and process knowledge given to newly-launched restaurant *Providing vendor support *Addressing vendor issues and escalations to responsible team



Aegis Enterprise Software Solutions, LTD

• IT Services and IT Consulting
• 1 - 100 Employee

• Operation Executive_TTSL postpaid Wcom process as a SME.

  • Jul 2012 - Aug 2015

  Kolkata Area, India Job Profile :  Handling Escalation calls in L2 desk  Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service.  Escalating issues to client & to close loop the maximum cases with priority  OJT support to deliver 100% with quality to the customer  Briefing the updates to the associates on daily basis.  Maintaining daily reports and discussing performance.  Maintaining service… Show more Job Profile :  Handling Escalation calls in L2 desk  Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service.  Escalating issues to client & to close loop the maximum cases with priority  OJT support to deliver 100% with quality to the customer  Briefing the updates to the associates on daily basis.  Maintaining daily reports and discussing performance.  Maintaining service level & assigning mail to associates  Publishing escalation tracker Show less