Prashant Sharma Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Managing the Customer Experience team at Noon across the order lifecycle and driving stakeholders to ensure a hassle-free ordering experience

Dubai, United Arab Emirates

International Marketplace -April 2018-present Responsible to setup marketplace operations for China and India.International Marketplace Ops Setting Up Supply Chain for marketplace operations from China and Indiaitem Devised Excel Based Order Management System to track and fulfill marketplace Orders Reduced Order fulfillment TAT for Chinese Sellers from 13 days in Apr to 9.6 days in June Designed Seller On-boarding and training Checklist Drove Within TAT order fulfillment Compliance from 40% in Mar to 88% in Aug Designed SOPs for seller fulfillment and RTV process for Global Sellers NPS Changed in NPS Survey template and Email to increase response and open rates New User Experience control for enhancing customer retention Department wise issue mapping to identify process gaps and making departments accountable Weekly Follow ups with Detractors to identify major gaps in the processStrategic Projects -Marketplace integration with eBay Core member in the eBay Collaboration Project Lead the project from an operational perspective 3PL selection, Agreement finalization, rates negotiations Defined Order flow and use case scenariosRepresented Business side for the Product requirements and changes

Gurgaon, India

Core team member of the Process Excellence Function.Responsible for -- Product Management - Coordinating with tech team to help define and develop the product for online procurement portal for Owner Ordering - Automation of the Supply chain function with OMS and enabling integrations with the ERP and WMS- Manpower bench marking to optimize & restructure the manpower deployed for supply chain function

Gurgaon

Key Skills -Program Management, Product Development, Vendor Management, Stakeholder Management, Operations Management, Supply Chain Management, PnL OwnershipSupply Chain Operations & Process Improvements - Jan 2017-PresentResponsible to drive process improvement and automation initiatives for key Supply chain ProcessesOrder Management System & Dashboard - IMPACT - Reduced MG Losses worth Rs85 Lakhs due to delays in Launch order fulfillment by designing trigger based dashboards and reporting -Reduction in OYO Bazar Order fulfillment TAT from 17 days in May to 8 days in Sept-Drove OYO Bazar PAN India adoption from 52% to 85% in 3 Months-Setup SMART sheet reporting to track Launch projects and delaysProperty OPEX cost Reduction - IMPACT - Per Room per Month Property Consumables Cost reduced by 38%- Conceptualized and helped develop Auto Order Trigger Functionality for OYO Bazar enabling Grounds Teams with insights like what to order, when and how much basis the occupancy and consumption patterns and science- Reduced Per room/month Property OPEX from Rs1440 in June to Rs880 in OctPR-PO and Payments Efficiency- Reduced ticket pendency from 250 tickets to 58 open tickets in two monthsHotel Management Suit (HMS)- Project Manager for OYO Bazar, Darban & Inventory Management System

Gurgaon, India

Responsible to ensure that no customer sleeps hungry.I Look after Order Management, managing a team of Operations executives, customer care executives and Assistant Operations Managers and report to City Head Ops.Daily job responsibilities include optimizing operations and effectively launching and implementing various operational strategies and proactively collecting feedback and tweaking processes to make them robust --Part of initial few recruits for Gurgaon and helped set up business and operations for NCR region-Formulating standard operating procedures for Order management and Field Operations-Order Management -SLA Adherence and reduction-Banner and Order loss reduction-Reduction in calls per order-Improve DE efficiency-Reduction in order cancellations for NCR orders-People management-Formulating policies to retain and keep the team moving forward-Headed the area distribution of Gurgaon as per supply and demand zones, allocation of resources on field-Setup and Implemented Reconciliation teams and cash management for NCR region-Implemented quality audit at vendor side and Agent level Special Projects - New Initiatives & Operational Excellence 1)Customer Analytics - Retention and Loyalty-Responsible to enhance customer experience and hence improve loyalty-Responsible to Improve Cohorts for NCR from 17% to 37%-Improved overall NCR repeated rates and helped improve retention of customers2)Swiggy Select - Premium set of restaurants which offer better customer experience -Responsible to launch the Swiggy select premium service in NCR -Led the overall project from planning and execution to defining the objective and customizing the offerings based in customer behavior and demand-worked across teams and stakeholders in successful launching the service -Suggested product changes and new product development to ensure best quality offered

Noida

Process OptimizationResponsible for implementing a Productivity Prediction model using COSMIC Functional Points Estimation.Responsibilities included-Creation of basic workflow of the applicationIdentification of the Functional Points in the work flowIdentification of all Data Movement operations (Entry/Exit/Read/Write)Calculation of Cosmic SizeComparing the result for past issues to predict the productivity and identify scope for increasing the productivity.NUANCE( www.nuance.com)Responsible for product development and enhancement of their product called Nuance Application Studio (NAS) which is used to design speech applications build as plugins over Eclipse framework.Work closely with the client to deliver product releases with enhanced features and bug fixes and maintain high level of customer experience.

Noida Area, India

AgilentWorked for a client Agilent(Now Keysight Technologies http://www.keysight.com/main/home.jspx?cc=IN&lc=eng) which develops Electronics and Measurement instruments. I was part of the team responsible for enhancing and maintaining their e-commerce retailing website.Technologies worked on - Oracle Endeca, Java, Struts 1.2

Gurgaon, India

A. Project: Operations :Business Development for Zomato• Part of a team for launching Zomato in tier-­‐2 cities in India• Visited most of the restaurants in a city to get them listed on the website• Responsible for hiring as well as managing locals and train them to act asdata collection guys for a city launch• Responsible for making an initial sales pitch to potential restaurantowners/managers and generate business for Zomato• Leads could range from take-­‐away joints to 5 Star properties• Launched Zomato in Hyderabad, Ahmedabad and Jaipur with a total of 3000+listings of restaurants on the website• Amplify the impact of marketing campaigns by distributing Zomato’smarketing merchandize to restaurants for displayB. B.Project: Online Marketing and Content for Zomato• Contributed in identifying keywords for google Adwords• Helped improving Organic Search by identifying keywords and back-­‐links forthe website• Responsible for developing and updating the website content• Responsible for collecting and updating information about restaurants andbuild a strong product-­‐base for Zomato• Quality check the data on the website to ensure that information is accurate

Bhadravathi

I was Involved in a project named "Process Costing" that helped the mill significantly cut costs by identifying departments/production units with high processing costs and providing possible suggestions to reduce coasts and improve productivity.