Rahul Chandan Email & Phone Number

Mumbai, Maharashtra, In

Reported to the COO to manage the contact center, service delivery teams, escalations team, design and planning team, MIS team and the control tower team to delivery on NPS targets, reduce cost, improve efficiency and enhance service capabilities. My key responsibilities included designing and building processes, manage vendor relationships, defining and tracking SOPs, OKRs and KPIs. Take data driven decisions to guide the teams to increasing efficiency and improve performance. Build cost saving mechanisms to meet business requirements and closely worked with the technology and product teams to improve customer experience. Achievements• Created a demand and supply forecasting model with 93% accuracy.• Created SOPs for all functions across supply chain to deliver uniform customer experience.• Established a control tower to closely monitor operations data and reduce risk of failure.• Spearheaded the digital transformation to improve the capacity of the field team by 31%.• Reduced logistics cost by 21% by onboarding alternate courier partners.• Automated and streamlined voice calling for the contact center thereby reducing the manpower cost.• Identified and onboarded a software to enable call center staff to WFH during COVID-19 outbreak. • Improved NPS by 20%

Chennai, Tamil Nadu, In

Reported to the Vice President to manage the fulfillment centers. My responsibilities included setting up SOPs, defining KPIs & KRAs, transitioning to new ERP system, reduce cost per order, vendor management, inventory control, logistics operations (forward and reverse), organizational restructuring and P&L accountability.Achievements:• Enhanced order to delivery performance from 83% to 94% by improving the same day delivery performance.• Improved on-time reverse-logistics performance from 78% to 91%.• At the forefront of cost saving initiatives, achieving overall cost saving of over 50 lakh rupees per month. (Logistics: 29%, Overheads: 5%, Packaging:16%, Insurance: 38%)• Mentored the team after partnership with Tanishq, keeping them aligned with company values and goals.• Led the launch of new solutions and processes, enabling stores to fulfill online deliverables.• Responsible for improving forward and reverse logistics NPS by 18%• Customized product packaging based on market trends to meet customer experiences.

Reported to the Chairman of the company to manage the logistics & insurance of gold and silver bullion, precious and semi precious stones, semi finished and finished jewellery, jewellery boxes and other store materials across all stores of the company both within India and abroad. My responsibilities included establishing the logistics department and setting up processes for providing secure logistics solutions with 100% delivery accuracy with zero transit loss/damage/claims and to reduce the cost of logistics and insurance.Key Responsibilities included:• End to End Logistics & Supply Chain Management• Vendor Development• Monitoring stock levels and ensuring insurance cover for stock and goods in transit• Insurance Policy & Risk Management (Jewellers Block, Open Marine & various other general insurance policies)• Cost Control• Improving Safety & Security at Warehouse & Retail outlets.• Internal Training on Safety & Security• MIS Reporting and analysisAchievements:• Established the logistics department, set the best processes to manage forward and reverse logistics for 59 stores across India and 4 stores internationally.• Directed and ran optimum day-to-day operations to achieve 100% delivery accuracy with 0 transit loss/damage/claims• Brought down the transportation cost by almost 70% by building relations and onboarding 3 new growth partners.• Introduced RFID technology for inventory management and anti-theft systems.

Achievements:• Accredited for establishing processes for new business development and profits generation• Implemented efficient processes and standards for new business development and profits generation• Saved USD 5$ for every container exported or imported.• Increased market share from 6% to 11% within 8 months to develop a competitive advantage.• Reduced delivery lead time by 2 days and received appreciation for the same.

Supply Chain ManagementSetting up of Granite Stockyards and OfficesStockyard Management & DevelopmentVessel Planning, Handling and StevedoringLiaising with Railway & Port officialsPurchase, Vendor Development and Procurement

Lead and develop the sales & market share for agency LINER, NVOCC & Freight Forwarding businessAssist in development of Agency Feeder Vessel Business Documentation, Pricing, Customer Service, Invoicing, procurement & Vendor Development

Processing daily vessel BillingSpecial Service Request BillingBank Reconciliation Statements Preparing MIS reports

Chennai, Tamil Nadu, In

Customer Service & Retention

Bachelor Of Commerce (B.Com.), Export Management

High School, Commerce