Synthia Nathan

Experience

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  Dell Canada

  Feb 2009 - May 2012

  Dispatch Quality Analyst

   Supported the Dell Canada business on Warranty cost metrics, executive escalations, Dell outsourced partner issues. Review and process the dispatches issued by technicians, ensure policies and procedures are followed on all dispatches and ensure all required troubleshooting is performed. Report the Repeat Dispatch Rate trend and analyze how to reduce the same.

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  Tesco

  May 2012 - Apr 2018

   Designed and implemented a training engine dedicated to analytics & reporting which improved our satisfaction with training score to 87% which was 10% higher than rest of Tesco Bengaluru Responsible for curating appropriate and world class learning content for analytics Created an evaluation process for analytics using in house data sets leading to career paths which improved our colleague engagement score from 65% to 81% Designed and implemented a first ever new hire program for analytics Conducted classroom training across all business functions for Python & The Art of Data Story Telling (350+ colleagues) Planned and organized Tesco’s first ever data hackathon competition across Tesco Hosted the Tesco Talent show, Rewards & Benefits Campaign, functional R&R and the Tesco Foundation Day 2017 Show less  Lead a team of 5 individuals who are accountable for the end to end customer journey for the customer shopping from the Dropship channel on Tesco Direct General merchandise website.  Deliver on key KPIs for the team and the business within stipulated SLAs Identify opportunities to improve operational efficiency of the teamKey Achievements:  Consistently delivered a customer proposition rate of >99% during peak trade for 2 consecutive years.  Improved the operational efficiency of the team from 64% to 78% by implement lean methods of working and thereby reducing operating cost Improved “My Manager” Feedback score from 54% to 75% and “a great place to work score from 60% to 81% Successfully managed and implemented event messaging during peak for the first time Achieved the lowest ever contact to order for the business through improved operational processes and oversight Show less Roles & Responsibilities:  Understand the customers’ delivery experience, listening and responding quickly and with efficiency, to the customer.  Supporting category commercial plans to trade suppliers in time for key trading periods, ensuring when Dropship fulfillment is utilized, it is right from the start, managing the end to end customer journey.Key Achievements:  Improved the contact to order rate for the category I managed from 14% to 8% Achieved a proposition rate of 99.1% for the category I managed during peak trade  Successfully launched the Flowers project for the first time on Tesco Direct Show less Roles & Responsibilities:  Responsible for the end to end customer fulfillment journey on behalf of Tesco Direct.  Deliver this journey by influencing key contacts and applying expert knowledge to business processes. Continually assess the current operating model and review data to identify where in the supply chain journey improvements can be implemented whilst efficiently reducing costs.Key Achievements:  Suspended Lines Project: Identified ~13,000 lines that were suspended from the website. Through close collaboration with Tesco commercial teams and suppliers, was able to get ~4500 lines live which drove a sale of ~67K YTD Show less

  • Lead - Program Management | Capability Building (Reporting & Analytics)

    May 2017 - Apr 2018

  • Lead - Dropship Operations

    Sept 2015 - May 2017

  • Dropship Operations Assistant

    Sept 2014 - Sept 2015

  • Senior Officer - GM Operations

    Nov 2013 - Aug 2014

  • Officer - Supply Chain

    May 2012 - Nov 2013
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  Lowe's India

  Apr 2018 - Jun 2021

   Lead scrum implementation for 3 data products (scrum teams) across pricing & promotions for Lowe’s Monitor, track progress & communicate product status to all stakeholders Collaborate & resolve issues with cross functional teams (Data analytics, Engineering, Product, UX/UI engineers) Enable agile adoption & scrum ways of working cross functionally Improved scrum team efficiency by 30% through effective sprint planning, Big room planning & scrum of scrums Facilitate & conduct agile & scrum coaching for aspiring scrum masters to enable scrum adoptions Show less

  • Lead Product Manager

    Sept 2020 - Jun 2021

  • Scrum Master - Data Products ( Pricing & Promotions)

    Oct 2019 - Aug 2020

  • Lead - Program Management, Analytics

    Apr 2018 - Sept 2019
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  MiQ Digital India

  Jun 2021 - Mar 2022

  Program Manager
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  Levi Strauss & Co.

  Mar 2022 - now

  Technical Program Manager