Vivek Kumar Upadhyay Email and Phone Number

Service Level Management, Stakeholder Management, Project Management, SLA and KPI based Reports and Dashboards, Project Reviews, Process Optimization, Continual improvement.

1. Completed my tenure as Assistant Manager in Mooving which is an EV Based startup operating in 2 verticals - Mooving Logistics (VAAS) (Last mile delivery) and Mooving Energy Network (BAAS) (Swapping, Leasing)2. Rider Payout, Subscription Billing & Supervisor Variable calculations - Solely handled Rider Payout for 800+ Riders working for 20+ Clients (2W & 3W) with 100+ Rate Cards. Actively involved in HR-Operations cross functional roles. Handled Subscription and Leasing billing. Providing HR team with Performance data of Station Supervisors for Variable Pay3. Tracking and Intelligence -a) Vehicle Intelligence - Recognizing Idle or Breakdown Vehicle with Ageing and Reason, Providing vehicle performance on different KPIsb) Rider Intelligence - Creating alert for non-reporting Drivers, incorrect details. Sending Payout SMS to ridersc) Client Intelligence - Revenue, Efficiency, Vehicle Deployment, Reconciliation of Client datad) Cost & Revenue Intelligence – Preparing Rider rate card based on commercials and revising it as required. Reducing the ratio of Payout/Revenue4. Reviews, Dashboards and Reports -a. Conducting Weekly & Monthly Business reviews with stakeholders including COO, Business Headsb. Publishing Weekly & Monthly Dashboards, Trends, Learning and Challenges. Deciding Timelines and tracking commitments made by Stakeholdersc. Calculating Revenue Targets for all Verticals on available Assets and tracking & highlighting the current progress in Business Reviews5. Data recording and Data maintenance –a) Recorded and maintained various master data sets related to Rider, Vehicle, Batteries, Clients, etc.b) Devised methodology to record various databases viz. 3000+ Riders’ life-cycle for logistics, 1000+ Drivers' life-cycle for Energy Network, 1000+ Vehicles’ and Subscription and Leasing master datasets from Scratchc) Developed automated Excel sheets to record the data with minimal inputs and calculate its different aspects through Complex Logic

1. Successfully completed Tenure as Team Lead in Rivigo which is an innovative Technology based relay Trucking business model with a fleet of 3000+ heavy commercial vehicles operating on 50+ lanes with over 70+ Pit stops PAN India operating with 4000+ Pilots2. Handled Non-Toll Program which intends to reduce cash pilferage, increase cash frugality by converting all Drivers’ Transactions into a Digital or Cashless Transactions to reduce Cashbook mishandling, wrong Cash entries and improve Cashbook Data credibility. Was mainly involved in handling and driving monthly fraction of Operations P&L, providing data backed reasoning for reduction or increase in Cost/Km, providing P&L Forecast, action plans to reduce cost through different methods Viz. Clean sheet costing, Negotiations, Liaising and stopping transactions with non-profitable institutions. Successfully reduced several Paisa/km during the Tenure3. Handled Rivigo’s Freight Program which worked on On-boarding and Integrating New Freight Owners on Rivigo’s Technological Platform. On boarded 1800+ Freight Owners with over 3500+ Heavy commercial Vehicles in less than 3 Months. Responsible for Planning and Coordination with a Team of 100+ individuals PAN India including Regional, Fleet and Relationship Managers. Solely responsible for Collecting and Floating different Datasets, Reports and Dashboard into the Field4. Worked in Pilot Engagement Program which focused on all Driver related activities viz. On-boarding, Separation, Payout, Uniform, Asset Management etc. Preparing and publishing Operations reports and to continuously Automate different reports through VBA scripts to save time. Solving Payout problems through Data analysis

Make My Trip ( Hotels + Flights ) Process:1. Quality Sessions (Conducting Quality Session just before the Certifications to provide complete Understanding and Clarity over different parameters which are to be followed during Certification and while being on Live call with the Customers as well)2. Certifications (Certifying the New-Hire Trainees after the completion of Primary Training and Allocating them for further On Job Training, if passed the Certification)3. Random Call Barging (Downloading call audio from server, analyzing it in accordance to set quality parameters and Providing scores)4. Call Shadowing (Sitting with Low Performing Agents on live call, Understanding the "Will or Skill" issue, Analyzing the Quality of call and delivering on the spot Call Quality feedback to the Agent after the call for effective improvement)5. PKT Sessions (Conducting Surprise Product Knowledge Test (PKT) on the Floor to ensure strong Product Knowledge base within the Agents and to understand the requirement of Training or Refresher Sessions)

Pizza Hut and KFC Process:1. Creating NHT Batch (Interviewing and selecting the right candidate for New-Hire Training Batch with the help of Human Resource Team)2. Quality Sessions (Conducting Quality Session just before the Certifications to provide complete Understanding and Clarity over different parameters which are to be followed during Certification and while being on Live call with the Customers as well)3. Certifications (Certifying the New-Hire Trainees after the completion of Primary Training and Allocating them for further On Job Training, if passed the Certification) 4. Random Call Barging (Analyzing Call in accordance to set quality parameters and Providing scores)5. Call Shadowing (Sitting with Low Performing Agents on live call, Understanding the "Will or Skill" issue, Analyzing the Quality of call and delivering on the spot Call Quality feedback to the Agent after the call for effective improvement)6. PKT Sessions (Conducting Surprise Product Knowledge Test (PKT) on the Floor to ensure strong Product Knowledge base within the Agents and to understand the requirement of Refresher Sessions)7. Client Call Calibration Sessions (Conducting Call Calibration Sessions with Clients to ensure Client satisfaction and to keep in-line with Client requirement and expectations)8. Process Training (Conducting Training on Product, Process, Communication Skills, Pronunciation, Quality Parameters, Zero Tolerance Policies, Fatal Call Policies, Company Rules and Regulations)9. Conducting Mock Calls (Preparing New-Hire Trainees to face and pass the Certification by conducting Mock calls at regular intervals during the Training)10. OJT (Conducting the On-Job-Training of New-Hire Trainees who have passed the Certifications and analyzing their performance for next 15 days to put them in Permanent Roles)11. Refresher Sessions (Conducting Refresher Sessions to ensure Strong Knowledge base within Agents and to update Agents on new Product or Process)