Priya Sharda Email & Phone Number

Canada

Greater Toronto Area, Canada

1. Responsible for the CE vertical at Colarine Site for Canada Wide Operations of Puma and Duology. a. Colarine Site has Autostore implemented and is the biggest automated facility of Metro Supply Chain and processing 50K-65K orders per day per client b. Responsible for all CE related activities for two clients at National Level.2. Leading a team of 3 CER and working in close collaboration with Operations Team to meet customer expectations and metrics a. Designed and Implemented SOP for handling customer escalations and metrics. b. Responsible for Site Management and compliance management. 3. As a part of being the CEM, working closely with GM operations, Director and Sr. Director Operations and Finance for site wide PnL, EBITDA Management and Procurement of Supplies to ensure smooth operations and meeting of customer expectations on a day to day basis

Accountable for managing the account management for monthly transactions of 1.3 million SKU’s of apparels, electronics and furniture category goods at a country wide level.Driving the entire efficiency and effectiveness KPI 'sof the 3PL operations On-Time Deliveries and Pick up, Order Delivery Accuracy Rate, Customer Satisfaction Parameters, Complaint Resolutions, Claims Analysis and deductions.Leading a direct team of 28 and 19 shared customer service representatives across various levels.Key Achievements:o Increased On-Time Delivery Performance for the customers by 45% and On Time Delivery Accuracy Rate by 23%.o Handled 8X Volumes during the peak sale, while overlooking delivery performance of 950 last mile vehicles for forward logistics and 420 First Mile Vehicles. o Redesigned Inventory flow in the operations to achieve 2% Middle Mile dwell (against 9%).o Reduction of customer complaints by 34% Quarter on Quarter.o Increase in TAT effectiveness by 45%, resulting in increase of Cash flows by 22% quarter on quarter.o Increase in C-SAT (Customer Satisfaction) scores by 125%: o Increase in NPS (Net Profit/Promoter Score) by 65%. Month on Month increase in Promoters over Detractors. o Reduction in High Level Escalations by 60% and recorded 0 CXO level escalations for the financial year 2021-22.

Mumbai Area, India

Accountable for managing the account management for monthly transactions of 0.5 million plus Last Mile Delivery Volumes in the B2C category across all weight segments.Led a direct team of 18 and 10 shared customer service representatives across various levels.Key Achievements: o Operational Effectiveness: Increased On Time Delivery Performance for the customers by 37% and On Time Delivery Accuracy Rate by 19% within six months of taking charge.o Handled 6x Volumes during the peak sale. Worked with the operations team and implemented priority placement of vehicles at hubs, thus reducing overall TAT by an average of 2 days. o Reduced return rates on select high forward volume lanes by 11% , resulting in account EBIT turnaround from (6.5)% to 3.2%o Implemented Forward Inventory lookout model for logistic tracking, resulted achievement of 45% goods delivery before the assured date of delivery and NPS increment to 78% from 31%.

Ahmedabad Area, India

Accountable for managing the monthly transactions of INR 80+ Million revenue in the B2B category across all weight segments.Handled a wide gamut of customer segments in following sector: Pharmaceutical Segment (55%), Apparels (20%), Industrial White Goods (20%) and FMCG (5%).Led a direct team of 22 customer service representatives.Key Achievements:o Achieved growth in business by 33% on MOM basis and Increase in cash flows by 16% on quarter on quarter basiso Reduction in claims by 15% on MOM basis.o Reductions in Damages and Transit Losses by 21% across 6 months.o Maintained expectation index of key customers by consistently delivering 95 % plus SLA.o Operational Effectiveness: Increased On Time Delivery Performance for the customers by 27% and On Time Delivery Accuracy Rate by 35% within four months of taking charge.o In depth data analysis helped reducing middle mile transit dwell to 1.8% and first mile dwell to 0.9%. Multimodal stops were reduced on an average by 33% thus boosting effectiveness by 20% on MOM basis. o 100% Customer Retention.

Ambala Area, India

Responsible for overseeing all activities related to Operations of the Haryana, Punjab, Himachal and J&K territory.Handled a team of strong people comprising of managers, shift leaders, executives and delivery agents and led them towards a common goal of attaining the highest service level in the industry.Minimized pendency through regular interaction with the team thus reducing pilferage, customer deductions by delivering an excellent service quality

Faridabad Area, India

Master Of Business Administration (Mba), International Business

Master Of Business Administration (Mba), Student Exchange Program

Bachelor Of Technology (B.Tech.), Electrical, Electronics And Communications Engineering

Education record