MANAGER
ZeptoLab
Mar 2022 - Dec 2022 (10 months)
As the leader of a 'Live Monitoring Team' consisting of 26 associates, I benchmarked key operational metrics including Order to Pickup (O2P), Order to Handover (O2H), Order to Delivery (O2D), and Order to Arrival (O2A). Introduced 'Pigeon Hole' to reduce Order to Arrival (O2A) from 16 minutes to 1 1.37 minutes. I enabled geo-tagging in the 'Reach Gate - Rider App' to prevent a breach of last-mile SOP. Utilized the WebEngage platform to push an in-app feature for tracking Net Promoter Score (NPS), leading to a reduction in Return to Origin (RTO) by 3.1 1% In order to minimize order loss, developed features such as 'Pre Order & Book Your Slot', which resulted in a 1.7% reduction in order loss.