Sayed Muzahaidul Islam Email and Phone Number

-Responsible for driving operational and efficiency metrics for First Mile & Last Mile across ~700 hubs of Southern geography.-Effected an increment of 20% in productivity at Zonal through various design initiatives.-Expanded serviceability through various delivery models resulting in volume growth of 81% from Aug ’20 to Aug ’21.-Reduced CPS by 4% at zonal level despite the increasing number of delivery hubs from 510 to 700 between Aug ’20 to Aug ’21.-Reduced Cs rejection (Supply RTO) by 40% over a period of 18 weeks through improvement drives and operations rigor.-Reduced breach by 15% through CPD prioritization drives which led to lower escalations and higher CSAT scores.-Systematized data management which has helped in better data-based RCA and subsequent CAPA.-Collaborated and supported zonal operations with data analysis which has helped in improved regional performance.

Capacity, Infrastructure and Resource planning for 350+ last-mile delivery hubsand 100+ first mile hubs with an overall average volume of 5 L shipments at pansouth level ensuring capacity utilization and minimum cost per shipment.Analyze historical data and identify trends to forecast the operational issues andpropose cost-effective solutions.Providing directional view for smooth day level operations through automatedreports and data analysisManpower availability planning for the delivery hubs considering factors such asrostering, historical data, regional holiday impact & field inputs.Problem-solving and debottlenecking critical issues through data-driven decision-making to ensure smooth orchestration of end-to-end supply chain.High-level interaction with various supply chain functions and operations teamalong with the leadership team to understand real-time issues and propose effectivelysolutions.

Customer Experience:Handled Customer Escalations related to Forward & Reverse operation of Ekart and its 15+ External clients for South Region(Karnataka, Tamil Nadu & Kerala).Measure, Monitor, Analyse and Improve CSAT (Customer Satisfaction), ESAT (Employee Satisfaction) & NPS of Seller’s across South.Prepare MIS Reports on Escalations, CSAT & NPS for review on daily/weekly/monthly basis with Respective Stakeholders.Co-ordinating with Central Ops & Ground Operation Team to get the Escalations resolved at the earliest.Plan out CAPA along with CS Team for Reducing Escalation no’s and improving CSAT score.Retaining Customers & Customer Engagement by driving various Customer experience related projects through the ground Ops Team.Measure Seller NPS and lead action planning.Conducting a customer research for better understanding of dormancy in Ekart service.Focused on Regularizing Kaizen in all Delivery Hubs across South Region.POC for Field Executive Call Bridging & Device Related Issue.Prior to this Role worked as a Team Leader at delivery hub responsible for Last Mile & First Mile operations, handled 100+delivery personnel who were responsible for forwarding/return. Along with that also actively worked on projects related to Cost reduction, Man & Van Productivity, Lost Containment, Capacity Planning & ADM(Alternate Delivery Model) Like Kirana Store, Last Mile Agents, Kiosk, Qikpod, Apollo & Experience Store.