Headline

Operations | Logistics & Vendor Management | Customer Success | Process Excellence | Supply Chain Operations | 11+ Years | Driving Scale, Automation & Cost Optimization

About

Operations professional with 11+ years of experience in Customer Success, Logistics Operations, Vendor Management, and Supply Chain across high-growth organizations. Experienced in managing large-scale operations, leading cross-functional initiatives, improving customer experience, and driving process excellence through data-driven decision-making. Currently responsible for logistics operations, vendor performance, dispute management, SLA governance, and process improvement. I have successfully collaborated with multiple courier partners and internal stakeholders to streamline operations, improve delivery performance, reduce operational costs, and build scalable processes. My experience includes: • Logistics Operations • Vendor & Partner Management • Customer Success • Supply Chain Operations • Process Improvement • Operational Excellence • SLA & KPI Management • Cross-functional Stakeholder Management • Root Cause Analysis • Automation & AI-driven Operations • Escalation Management • Performance Analytics Key achievements include delivering process improvements that generated multi-crore operational savings, managing high-volume logistics operations, improving operational efficiency, and building scalable frameworks for sustainable business growth. I am passionate about solving operational challenges, leveraging technology to improve processes, and building high-performing operational ecosystems. Open to leadership opportunities in Operations, Logistics, Supply Chain, Vendor Management, and Process Excellence.

Location

Greater Bengaluru Area

AI stack

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Work experience

Operations - Logistics & Vendor Management at CRED, Jun 2023 - Present · 3 yrs 5 mos, Bengaluru, Karnataka, India, • Manage end-to-end logistics operations across multiple courier partners and aggregators. • Own vendor performance, SLA governance, dispute resolution, and operational escalations. • Drive cross-functional collaboration with Product, Customer Support, Finance, Engineering, and external logistics partners. • Analyze operational metrics and identify improvement opportunities using data-driven insights. • Build scalable operational processes to improve customer experience and reduce operational costs. • Lead vendor governance through performance reviews, RCA discussions, KPI tracking, and continuous improvement initiatives. • Manage weight disputes, logistics reconciliations, fraud investigations, delivery performance, and exception handling. • Work closely with automation and AI initiatives to improve operational efficiency and reduce manual effort. Key Achievements • Managed logistics operations handling monthly forward shipments and more than return shipments. • Successfully managed multiple logistics partners and support vendors while maintaining service quality and SLA adherence. • Delivered process improvements resulting in operational cost savings. • Improved operational efficiency by implementing scalable workflows and automation initiatives. • Reduced customer-impacting issues through proactive vendor governance and structured escalation management.

CRED E-commerce Store Reward Operations at CRED, Nov 2020 - Jun 2023 · 2 yrs 8 mos, Bengaluru, Karnataka, India

Customer Success Operations at CRED, Mar 2019 - Oct 2020 · 1 yr 8 mos, Bengaluru, Karnataka, India, * Resolved complex customer escalations. * Improved customer satisfaction through timely issue resolution. * Worked with Product and Operations teams to eliminate recurring customer issues. * Performed RCA and drove process improvements. * Supported quality initiatives and operational excellence.

Bussiness Operations and Customer Success at Finly.io, Aug 2018 - Mar 2019 · 8 mos, Bengaluru, Karnataka, India, - Joined Finly during its early growth stage and managed multiple client accounts across financial product lines. - Set up customized dashboards tailored to client requirements and conducted product training and onboarding. - Handled end-to-end issue resolution, monthly invoicing, and client support. - Collaborated closely with the engineering team to scope and implement product customizations. - Managed due diligence processes, coordinated with external auditors, and oversaw financial operations, including employee salary processing. - Led procurement and integration of financial cards with the system, ensuring smooth implementation. - Responsible for KYC verification and closure of agreements with clients and partners.

Team Lead - Client Services at Solutions Infini, Oct 2017 - Aug 2018 · 11 mos, Bengaluru Area, India, - Provide solutions engineering support by identifying and resolving complex technical issues. - Act as the Technical Account Manager and primary point of contact for all ongoing integrations with premium clients. - Conduct detailed product demonstrations to clients, driving cross-sell and upsell opportunities. - Collaborate closely with the Sales team to support future projections and upcoming client projects. - Lead Customer Success Management efforts with a proactive approach, especially for key clients. - Manage end-to-end technical integration projects, ensuring timely delivery and alignment across teams. - Take ownership of both existing and new client projects, ensuring successful implementation and client satisfaction. - Serve as a liaison between internal teams (Tech, Product, Sales) and external stakeholders to ensure clear communication and alignment. - Ensure project timelines are met and that all stakeholders are consistently updated and aligned. - Maintain and regularly update a project tracker for visibility across teams. - Create and manage a knowledge base for both internal and client-facing teams to improve efficiency and reduce dependencies.

Senior Client Services Specialist at Solutions Infini, Oct 2015 - Oct 2017 · 2 yrs 1 mo, Bangalore, - Proficient in Microsoft Excel, Word, and PowerPoint for data handling, reporting, and presentations. - Prepare and deliver professional presentations for internal stakeholders and client-facing meetings. - Conduct agent performance audits and reviews to support continuous team improvement. - Support team management efforts by mentoring peers and coordinating day-to-day client service operations. - Deliver product training to team members and clients, ensuring a strong understanding of features and workflows. - Utilize flow builder tools to map customer use cases and analyze data to identify opportunities for process improvement. - Experience with API testing and collection using Postman for client integration and troubleshooting. - Create and maintain run-books for operations, outlining potential solutions and improvement strategies for recurring issues. - Lead and contribute to special projects, both internal initiatives and external client implementations. - Collaborate with third-party service providers to enhance client service offerings and streamline operations. - Assist in volume and sales forecasting to support strategic planning and resource allocation. - Manage client escalations effectively by ensuring timely communication, resolution, and follow-up.

Technical Support Specialist at Mphasis, Jul 2015 - Sep 2015 · 3 mos

Education

Bachelor of engineering, Computer Science and Engineering, BGS Institute of Technology - India