Sami Hasan Email & Phone Number

New Delhi, Dl, In

• End to end courier management and ensuring their performance & other SLAs• Courier Input Metrics monitoring to identify areas for improvement. (Same day pick up attempt & Success, Pick up to Connection, In Transit Pendency, RAD to OFD, NDR to Re-attempt)• Seller Escalation Handling (Freshdesk & ICRM – Panel based)• Courier reconciliation (Freight disputes/Lost/Shipment pendency)• Supervising operations team to support operational excellence and excellent seller service.• Evaluated employee performance and provided feedback and training as needed.• Collaborated with technical and administrative teams to develop and implement successful corrective plans.

• Managing major 3PL partners in last mile and ensuring their performance & other SLAs• Monitoring Experience Control Report (Breach analysis) & forecasting high ageing pendency to smoothen In-transit, RAD & UD shipments• Managing Serviceability expansion basis on performance by adding/removing pin codes• Coordinating with all the Clusters/ Regional heads across India for the performance improvement• New projects development to improve performance.

• Primary focus on marketplace & FC orders and timely handover to courier partners• Working with Internal Control team to implement system checks for controlling fake orders• Centrally monitoring & controlling all courier partners• Collaboration with courier partners to ensure desired pickup cut offs for faster shipping to make customers delighted through super-fast delivery• Taking care of Reco, Not Found (NF) shipments & get those connected within time frame• Focus on automation in the process with the help of tech team.

• Preparation of MIS & summarized reports to highlight supply chain bottlenecks and scope of improvement. • Managing a team to ensure timely pickup & handover from SD centres. • Monitoring the quality and productivity of team. • Handling special projects like NDD & SDD • Mediating with First-Mile (Warehouses) for monitoring &training to warehouse executives for process implementation

Gurgaon, India

• Successfully implemented improvements in pre-shipping supply chain processes.• Worked cross functionally with serviceability, weight-correction and tech-team forconfigurationally changes in the system.• Maintain database reflecting the trends & developments of the company.

Noida, Uttar Pradesh, India

• Responsible for On Job Training of new batches on the floor after completion & certification of training.• Handling queries & escalations of customers via e-mails & calls to ensure timely respond of concern queries.• Worked closely with Customer experience team and provided timely resolution on day to day complaints.• Worked as sales advisor to suggest best product to customers as per their requirement.• Experienced and energized for doing work in rotational shift and overtime.