Manager
Amazon India Pvt. Ltd
Total years of experience :14 years, 4 Months
Drive customer experience improvement initiatives across India by diving deep in Voice of customer data, customer
journey mapping & improved customer experience by 7%.
* Enable cross functional teams such as Transport, category, customer service teams, etc. identify process gaps by doing
Gemba & Kaizen and drive projects/ programs which led to savings of $3MM / year.
* Set up mechanisms to do Customer survey, focus group discussions to gather product / service feedback and voice of
Customer framework in the organization to improve Customer Experience and reduce internal defects.
* Responsible to train & spread culture of innovation and continues improvement in the customer service organization
pan India having ~2, 000 customer service associates.
* Directly led a team of 15 members across 4 Sites in India.
Responsible to improve productivity / performance in last and first mile transportation across west India by 24%.
* Managed a team of 25 members and was responsible to lead quality, process improvement, and customer/seller
experience and 3P operations functions.
Drive revenue generation of ~15MM/year by leading warehousing & transportation solution design and implementation
for large global customers in Healthcare, Ecommerce, Hi-Tech, Automotive, etc. within planned timelines & budget.
* Work with cross functional teams and prepared customer RFQ/RFP responses to explain the Logistic solution, Value
proposition & service benefits.
* Proposed Warehousing/transportation Pricing and design processes, created customized Standard Operating
Procedures, validated/negotiated Master Service Agreements with SLA/KPI’s.
* Led implementation of Warehouse and transportation solution across EMEA by working with cross functional teams.
* Prepared quarterly business reviews & provided analytics support like customer warehousing & transportation P&L and
Service Levels to Top management for making business decisions.
Provided Warehousing and Transportation solution for e-commerce, Retail, Industrial, Hi-Tech & Healthcare customers
in Europe, Middle East & Africa region.
* Created warehousing, distribution pricing models and responded to Request for Proposals/Quotations.
* Drive end to end supply chain solution design by working with cross functional teams and implementation by applying
project management methodologies.
* Worked with cross functional teams like sales, Operations, Finance, legal teams to provide awareness of logistics
decisions and options for meeting business needs to customers.
* Created technical work instructions, import/ Export regulatory guidelines & processes, master operating plans for
warehouse operations & validated service agreements.
Managed Turbocharger parts strategic sourcing and processes for new vendor development (supplier selection,
maintaining quality, cost, procurement to regular production). Managed category of parts with $2 MM /month budget.
* Planned & managed End to End RFQ process for vendor selection & on-boarding.
* Negotiated with suppliers to secure best price, quality, and deliver competitive values for direct materials.
* Resolved quality, delivery & pricing issues and follow-up with appropriate production part approval process (PPAP)
documentation to ensure uninterrupted supply of parts.
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