Sunaina Singh Email & Phone Number

Delhi, India

India

• Launched a New Business Vertical: Successfully enabled ONDC for over 4,200 sellers, generating a GMV ARR of ₹57 crores annually, driving significant revenue growth.
• Spearheaded Product Strategy & GTM: Led the delivery boost product initiative, resulting in net annual sales of ₹9 crores, establishing a strong go-to-market presence.
• Optimized Revenue and Profit Margins: Redesigned the RVP flow and launched QC-RVP across the platform, improving profit margins from 21% to 29% within a year.
• Enhanced Operational Efficiency: Increased NDR (Non-Delivery Report) optimization to achieve a conversion rate above 70%, driving operational excellence.
• First Mile Optimization: Implemented processes that improved NPR (Non-Pickup Responses) by over 40%, minimizing missed pickups and enhancing seller experience.
• Reduced Manual Call Flow: Achieved a 65% reduction in manual calls, leading to cost savings of ₹2.5 crore annually through automation and process improvements.

Gurugram, Haryana, India

• First Mile Operations: Directed first mile operations across three major auto-sortation centers, efficiently processing around 6 lakh shipments daily.
• National Network Connections: Managed all India network connections via the Northern region, achieving Six Sigma compliance for origin operations, ensuring superior efficiency and accuracy.
• Pickup Compliance: Spearheaded pickup compliance for the entire North, overseeing 6 PPCs and 299 DCs, maintaining Six Sigma compliance standards for seamless operations.
• Weight Compliance Improvement: Increased weight compliance in the Northern region by 2.5x within two months, with the largest centre achieving compliance above 95% of total shipments, significantly enhancing.
• Team Leadership in Ecom Digital Services: Played a key role in leading the planning team to enable KYC services for Ecom Digital Service, driving critical operational improvements.
• Customer-Centric SOPs: Designed and implemented Standard Operating Procedures (SOPs) for customers under the EDS product, ensuring streamlined and compliant processes.

New Delhi, Delhi, India

• Optimal SLA Performance: Successfully maintained key service level agreements (SLAs), including average response time and quality scores, across the entire team and process.
• Managed Outsourced Partner Operations: Led the efficient management of outsourced partners and vendors, ensuring adherence to business goals and operational targets.
• Developed Critical SOPs: Contributed to the creation of Standard Operating Procedures (SOPs), establishing clear timelines for resolving merchant queries, customer concerns, and undelivered shipments, optimizing.

New Delhi, Delhi, India

• Customer Service Strategy: Contributed valuable customer service insights and recommendations to strategic planning and review processes, achieving key service objectives.
• High-Volume Call Center: Oversaw an in-house customer call centre with 40 seats, efficiently handling a volume of 5,000 calls across PAN India, with an abandonment rate of less than 5%.
• Operational Performance: Maximized customer service performance through effective management of help desk resources, driving operational excellence.
• Customer Care Team: Established a dedicated Customer Care team of 180 professionals across Distribution Centers in North India, focusing on proactive management of NDR (Non-Delivery Reports) and pickup escalations.