Ankur Vats Email & Phone Number

India

Gurugram, Haryana, India

Delhi, India

Managing a team of 120-150 Pickup and Delivery Partners directly on a daily basis Drive Pickup & Delivery Partner efficiency assigned at an individual level. • Pickup and Delivery Partner attendance to be maintained basis demand on a daily basis. • Improve and maintain promised delivery times for better customer experience. • Conduct classroom/field training at an individual level for better customer experience. • Conduct regular field audits for better compliance among Pickup and Delivery Partners. • Manage and control voluntary attrition and control absconders by conducting regular engagement activities. • Provide feedback at the individual level and conduct weekly one-on-ones to understand problem areas.• Ensure excellent customer experience by solving order level escalations. • Support Pickup and Delivery Partners during emergencies• I am primarily responsible for managing the delivery executive fleet in the assigned hub• Provide my newly joined delivery executives with on the job training to familiarise them with all the major restaurants and customer locations, as well as usage of Swiggy app.• Increase operational efficiency by proper planning, monitoring, resolving issues, ensuring there are fewer delivery executive.

Gurugram, Haryana, India

• Help the partners in boarding to the platform.• Served customers in a friendly, efficient manner following outlined steps of service.• Point of contact for all driver partners and handling their concerns, issues using company processes and policies and providing updates to customers.• Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.• Increased customer satisfaction by resolving their account issues and maintaining customer satisfaction with forward thinking strategies focused on addressing customer needs and concerns.• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.• Collected customer feedback and made process changes to exceed customer satisfaction goals 99%.• Looking after the escalations process.• Investigating the fraud which the driver partners could do with the platforms.• keeping and analyzing the daily based record of the team to achieve the better working efficiency.• Helped team members maintain business professionalism by coaching each of the methodsfor delivering exceptional service to every customer.• Working on the SOP's and suggesting the various strategies by which the ground issues can be minimized.