Headline

Team Lead | Operations & Logistics | Customer Support | SLA, KPI & Escalation Handling| Immediate Joiner

About

I am a results-driven professional with experience in operations, logistics, and team management. I previously worked as a Team Lead at Ekart Logistics, where I managed daily operations, ensured timely deliveries, and handled escalations while maintaining SLA and KPI targets. I have hands-on experience in customer handling, issue resolution, and process coordination in fast-paced environments. I am confident in leading teams and improving operational efficiency. In addition, I have a background in AI/ML from my internship at Meta SciFor Technologies, where I worked on machine learning models and data analysis. I am currently seeking opportunities in Team Lead, Operations, or Non-Voice Customer Support roles and am available for immediate joining.

Location

Yavatmal

Work experience

Operations Team Lead at InstakartServices Private Limited, Sep 2024 - Feb 2026 · 1 yr 6 mos, Yavatmal, Maharashtra, India, --Led end-to-end last-mile logistics operations and customer support for Ekart — Flipkart's logistics arm — managing a team of 30–40 field agents and backend support staff. --Oversaw dispatch and delivery of 3,000–4,000 shipments daily (5,500+ on sale days) with a consistent 80% delivery conversion rate -- Served as the single escalation point for customers, vendors, delivery agents, and business partners — resolving 5–10 high-priority escalations daily across email, chat, and phone -- Monitored and maintained strict SLA/KPI compliance across all support channels and ticket queues -- Designed manual contingency workflows during system outages — preventing SLA breaches at scale -- Implemented fraud detection and high-value shipment verification protocols — maintaining 100% inventory accuracy -- Conducted daily performance reviews, coaching, and scheduling for team of 30–40 agents Skills: SLA Management · KPI Tracking · Escalation Handling · Team Leadership · Workflow Optimization · Last-Mile Logistics · CRM · Advanced MS Excel

AI Intern at Meta Scifor Technologies, Feb 2024 - Sep 2024 · 8 mos, India, *Built machine learning models using Logistic Regression and Random Forest *Performed data cleaning, preprocessing, and exploratory data analysis (EDA) *Improved model performance through basic hyperparameter tuning *Worked on real-world datasets to develop predictive solutions *Gained hands-on experience in Python, ML algorithms, and model evaluation

Education

Bachelor of Engineering - BE, Computer Science, Prof Ram Meghe College of Engineering & Management, Badnera Rly