Mohammed Rehan Ansari

Experience

• 

  Sitel

  Jan 2008 - Jan 2010

  Sr. CSP

  Ensuring ICICI Lombard customers end to end resolution to complaints & queries via email ( Non Voice Process )Awarded best Agent multiple timesAwarded Shining Star of the Quarter

• 

  Call2Connect

  Dec 2010 - Dec 2011

  Team Leader

  Leading the Team of 30 CSE for Loop Telecom Independently handle the floor during peakest hour of the day Responsible for maintaining SLA Worked closely with QA & Training Team to ensure right assessment for the defaulters via TNACalibrate with internal Management & client Always came up with CAPA for any reported incident with detailed RCA.

• 

  Prime Tele Serivces Pvt. Ltd.

  Jan 2013 - Jan 2014

  Team Leader

  RetentionEnsuring lesser churn of Tata Teleservices Mumbai Customers.Upselling triggered approach while or after retaining the customers.Handled the team of 8 Executives for collection of the toughest bucket i.e. 90+

• 

  Flipkart

  Nov 2014 - Apr 2022

  Currently handling Last Mile function & ODH Team for West Zone.Conducting Weekly Review with every ODH partners to ensure Best Customer Experience & SpeedAccountable for every Losses or Supply Deficit in LMA & ODH vertical across West Zone. Accountable for ensuring best customer experience in the industry across West ODHsAccountable for ensuring timely closure of ODH callouts w.r.t. Deployment & Supply Deficit, Availability, Cash & Material Recon, Employee Engagement & SafetyWeekly connect with internal & external stakeholders for seamless OpsPartner utilization as per requirements. i.e. Deployment of Manpower as per AOP (Forward and Reverse Logistics and Supply Chain), PIN Codes expansion as per reach target, Deployment of Vehicle for delivery as per AOP. Conducting Covid Audits to ensure Employee Safety Show less Lead the team for First & Last Mile function of Flipkart West Zone through Alternate Delivery Module. API integration with Partner for better Logistics Operation, Sustainability and long-term relationship. Partner Relationship and building partner in system through PSDP (Partner Strategic Development Program), Cross utilization of Partner in different model of Alternate Delivery Model of Flipkart (LMA/CB/CBM/VFM/CPU/APM)Taking care of vendor deployment to ensure best in class last mile services through 6 different models with average daily capacity of 2 Lacs shipment/Day i.e. 82% of Last Mile Delivery & 62% of First Mile delivery. Also, focused on horizontal deployment of Outsourced Delivery ModelWas accountable for ensuring No Supply Deficit & Designed Availability even in Pandemic by regularly keeping in touch with partners & find the best possible way of meeting end expectations. Show less Was accountable for identifying & onboarding various partners to work on variables to improve cost.Successfully onboarded few more partners like Grab, Karvy, Connect India, Webcart, Safecart, Parsel, Starwalk, Kooriee etc.Was actively participating in Zonal Reviews w.r.t Reach & Expansion, Supply & Demand etc.Was accountable in ensuring No Supply Deficit by actively communicating with partners & conducting weekly reviews for way forward & understanding the Walk to meet the end results.Successfully Launched CBM Model inoder to curb the dependency & meeting customer expectations & improving customer experience in Dharavi & Daman Show less

  • Assistant Manager

    Jun 2021 - Apr 2022

  • Lead

    Jan 2019 - May 2021

  • Senior Executive

    Jul 2015 - Dec 2018

  • Executive

    Nov 2014 - Jun 2015
• 

  Reliance Retail

  Apr 2022 - now

  Operation Control Support Manager