Building Instamart in Kerala.

Asset Assurance - Recovering Battery Packs - Secure Assets - Generate Revenue

• Designed a rate card to optimize cost efficiency and rider earnings by strategically increasing the RPO to 57 Rs while maintaining costs at 51 Rs. This initiative led to a significant improvement in gross margins, reaching approximately 10%, with a monthly revenue of 1.3 crore• Spearheaded the discovery of untapped markets, cultivating strategic alliances that broadened city operations and solidified market presence; instrumental in driving consistent 5-6% week-over-week growth in revenue streams.• Implemented strategic plans and processes, streamlining operations to enhance productivity and efficiency. Successfully controlled customer metrics, achieving a low 0.10% MDI and 0.60% rider-driven cancellations, even with a high volume of 60,000 orders per week• Championed and implemented a strategic plan to optimize customer metrics, effectively reducing self-cancellations from 0.75% to 0.60% and food not delivered cases from 0.35% to 0.10% despite managing a high volume of 60,000 orders per week• Coordinated with biz stakeholders to launch new clients & projects leading to 10% revenue growth, 3% GM growth & 1.3x MAU growth.

• Successfully expanded Swiggy 3PL into Chennai, Coimbatore, Kochi, and Kozhikode, achieving a monthly revenue of 70L with a gross margin of 7%• Oversaw supply and operations across 5 cities, growing 40% market share. Maintained top class CX metrics and positive UE for the client• Developed and implemented SOPs for performance monitoring and audits, improving last mile SLAs by 28%. Created additional revenue from client weekend surge, resulting in a revenue growth of 2.5%.• Established effective communication channels, reduced process bottlenecks through training, and built customer connections.

• Ran 15 Delivery centers covering 800 pin codes, successfully managing 7000+ forward shipments daily with a 90% above FAD conversion rate and 55% early morning delivery• Led strategic planning for headcount and infrastructure at the Delivery Centre, ensuring business growth and coverage of pin codes• Established key performance metrics, measuring performance based on C-sat score, Customer Promised Date, 100% attempt of reverse pickups & vendor pickups, and Ecom special services• Implemented new strategies such as FE scorecard, Reward and Recognition, increasing internal competition among FEs and significantly improving rider performance. This led to productivity averaging 75 in individual hubs• Established daily operational goals with checkers and monitored their execution, including Early Morning Conversion, Milk run planning, and Cross-utilizing workforce. Implemented automated mechanisms for Vendor pickups and other services, set KPIs for Hub managers & supervisors, tracked their daily performance, and evaluated them every week in team meetings, providing guidance on improvement.

• Launched Kollam and Attigal, with Kollam growing to 1000 OPD in the first week of the launch with 0% shut rate & 70 DAU, and Attigal achieving an OPD of 250 in the initial 2 weeks with 25 DAU and 0.75% shut rate.• Oversaw rate card designing, referral program, and daily incentives for all cities in the region. Targeted to give partners an EPH of 125 Rs, resulting in a 69% growth in OPD and 84% growth in DAU• Took over training & onboarding, expanded the onboarding process to allocate over 60 users a day with a successful training completion rate of 90% of the overall onboarded. This increased the partner experience in onboarding, resulting in a rapid increase in the daily addition.

• Launched Trivandrum city, managing supply & operation monitoring, and building a team size of over 300 delivery partners with an average login of 6 hours at a 2% shutdown rate in peak hours.• Oversaw inbound & outbound calls averaging 150 calls every day, focusing on improving logins in low-supply zones and assisting partners with their escalations related to payouts, live orders, etc• Grew city orders from 0 to 3000 within a time span of less than 3 months, with efforts focused on adding an average of 10 partners a day to the supply• Assisted in the comprehensive onboarding and training process for delivery partners, ensuring they were equipped with the necessary knowledge to provide a good customer experience

• Achieved 15% increase in showroom sales revenue through effective sales strategies and team leadership.• Maintained 95% inventory accuracy and reduced stock discrepancies by 20% through rigorous inventory management techniques.• Improved customer satisfaction scores by 25% through enhanced customer service training and initiatives.• Implemented visual merchandising improvements resulting in a 30% increase in average transaction value.• Conducted bi-monthly sales performance reviews, resulting in a 10% improvement in sales team productivity.

• Cultivated and sustained positive relationships with luxury car service customers, resulting in a 20% increase in customer retention• Managed customer inquiries and complaints promptly, achieving a 95% resolution rate within 24 hours• Implemented customer satisfaction surveys, resulting in a 15% improvement in overall satisfaction scores• Developed and executed customer retention strategies that increased repeat business by 25%• Collaborated with sales and marketing teams, ensuring alignment that led to a 10% increase in cross-selling and upselling opportunities.