Customer Service Team Leader

Aditya Chinthakindi

Email: adyf5y@r.postjobfree.com Phone: 701-***-**** Hyderabad, India

ACADEMIC CREDENTIALS

Degree (BSC MPE) Giriraj Degree College, Nizamabad 2013 TECHNICAL QUALIFICATIONS

Diploma in computer application (DCA)

MS OFFICE

PROFESSIONAL EXPERIENCE

Flipkart Operations Senior Executive 2018 - 2023 (Present)

Handling 45 team of Delivery executives and coordinating with vendors (Inbound, Outbound and End to end process) and conducting power session (Huddle).

Ensure smooth operations and Stock Reconciliation in last mile. Documented counts and sorted finished work to promote easy access for shipping or additional processing.

Drove Critical metrics like Conversion from 75% to 95%, P1D from 65% to 95% and brought down the fake scans from 4.5% to 0.5%. Net Promoter Score from 45% to 100%, CXNS from 0.45%- 0.16%.

Manage Distribution – work on optimisation, cost rationalization, productivity enhancement, vendor management, resource planning, creating and implementing solutions to improve overall distribution from cost, scale management and service perspective

Mentored and guided employees to foster proper completion of assigned duties. Conducted L&D training for new delivery partner and mentored team members to promote productivity, accuracy and commitment to friendly service.

Highly responsible for clearing Dash Boards, Conversion, Efficiency, Customer Dependent Metrics & Escalations.

Manage leave calendar & weekly offs and sharing MIS reports generation & sharing with internal & external stakeholders

Manage Business critical areas – Cost of Service, Damages, Returns, Reattempts, Expiry Management &Inventory management

Driving Daily Inbound of 2000 Units which includes Last Mile and First Mile operations.

Provided ideas for process improvements and Process Excellence which have been implemented to enhance process efficiency, quality and customer experience. Independent Contributor to conduct Events and Dealing with stakeholders. DELHIVERY Pvt Ltd Team Leader (2017 - 2018)

Responsible to support customer service and delivery activities by coordinating and directing teams tasked with shipping, receiving, and storage of goods.

Motivate, direct, and advise shipping, receiving, and warehouse personnel.

Provided ideas for process improvements and Process Excellence which have been implemented to enhance process efficiency, quality and customer experience.

Data Analysis of the daily reports to identify performance bottlenecks and improve the performance.

Record keeping of accounts, tracking shipping and receiving data and updating inventory Allocate workload among team members. Monitoring and reporting on the performance of teams against Service Level Agreements

Metrics – conversion 70%-90%, GSL 75%-98%, Pickup Accuracy 65%-95%, First Day Delivery 68%- 85%, COD delivery 70%-85%, Cx Feedbacks 98%.

ADDITIONAL SKILLS

Compliance Operations

People Management

Performance Management

Operations Management

Quality Assurance

Supply Chain Management

Process Excellence

Proactive and Team player.

Achievements

Promoted as Senior Executive in 2022.

Opened New delivery Hub in 2021.

Best Delivery Hub in the year 2020.

Best Team Leader in the year 2019 Insta kart Services Pvt Ltd. Recognised as Best Employee in the year 2018 in Delhivery. Known Languages

English

Hindi

Marathi

Telugu

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