Narender Kumar

Experience

• 

  Snapdeal | AceVector Group

  Nov 2014 - Sept 2017

  Implemented Standard Operating Procedures (SOPs) to meticulously document reconciliation processes.Collaborated with courier partners on a monthly basis to reconcile Octroi & Entry tax (Taxation).Regularly gathered and analyzed data on lost and damaged shipments, proactively communicating with couriers to issue Certificates of Fitness (COF).Conducted follow-ups with couriers to secure Proof of Deliveries (PODs).Monitored the timely receipt of data, ensuring adherence to Turnaround Time (TAT), and liaised with courier partners to promptly report any delays.Ensured the accuracy of product information by maintaining up-to-date records of product weight, length, width, and height for all categories, adhering to standardized criteria. Show less

  • Supply Chain Sr.Executive

    Nov 2014 - Sept 2017

  • Executive

    Nov 2014 - Sept 2017
• 

  Delhivery

  Sept 2017 - now

  Experienced client relationship manager with over 9 years of expertise in the logistics & supply chain industry, adept at driving key performance metrics, cross-selling, and upselling products, and preventing revenue leakage. Skilled in managing teams to develop tailored solutions, I excel in analyzing data, improving processes, and increasing business development. Certified in process fundamentals and email etiquette, I hold an MBA in Logistics and Supply Chain Management. Proven track record includes successful management of key enterprise accounts, implementation of team training programs, and ensuring process compliance to maintain healthy business relationships. Show less Drove a Volume of 3 Lakhs for SME|B2C vertical with a total revenue of 17M/month.Responsible for >10% MOM volume growth & revenue generation and realization >90/shipment.Managed a team of 8 service account managers and achieved a Growth of 32% in a Span of past 6 months and reaching a goal of 4 Lakhs a month that contributes 20% to the entire volume of the SME team.Achieved a Revenue Growth of 33% for the entire year and closed at 32 million of Revenue for my team for a month.Managed 0% churn for 6months and retained the top clients.Coordinating with the different Cross functional teams to provide resolution to the clients and helping in Designing the SOPs to provide the closure within a particular TAT’s.Working on Sales force tool to maintain the data set of 12000 active clients and their monthly volumes, realization & Gross Margins.Cross selling/up selling services such as FC, B2B, FTL & Cross border which helps in increasing the SOW for that Client.Designing SOP, mapping and freezing requirements and providing best solutions for business growth.Handling CEO escalation and preparing RCAs for the same.Drove the Quarterly NPS for the entire CX team and brought the NPS score from -31 to -10 for the entire team for the last quarter. Show less • Monitoring day-to-day operations.• Analyzing key lanes performance of first & last mile operation• Emphasizing to enhance the clients’ satisfaction • Monitoring speed of delivery, volume & root cause of fluctuation• Coordinating directly with clients, operation, billing & clients• Designing SOP, mapping and freezing requirements and providing best solutions to the business • Meeting with prospective clients to enhance base• Team meeting to address day to constrains • Tapping grey areas of concern and implementing needful actions to sort on ASAP.• NDR management, performance report evaluation• Sharing MIS reports with allocated clients • Conduct NPS survey both internally & externally • Proactive input in external & internal flaws /Changes• Analyzing results of operations to discover more efficient ways to utilize resources• Sharing inputs over network expansion considering competitor presence & their strategy• motivates high performance among team members• Engagement, Motivation, and Recognition - Promotes the importance and meaning of servicing through regular communications. These include explaining the vision, benefits of Service associates, their role in achieving success, new processes or tools, progress updates etc.• Ensures both self and Team build and maintain effective Customer relationships using the correct application of processes to ensure timely delivery of Customer requirements, and minimize escalations of issues. • Should be one stop solution for clients• Develop clear understanding on internal & external requirement Show less

  • Assistant Manager

    Sept 2017 - now

  • Senior Associate

    Sept 2017 - now

  • Associate

    Sept 2017 - Sept 2017