Bharat Gupta

Customer Experience & Key Account Management professional with 8+ years of experience in logistics and e-commerce operations across last-mile, middle-mile, and FTL networks, supporting high-volume enterprise accounts across multiple cities and warehouses. Proven expertise in SLA governance, pendency & aging control, escalation management, and cross-functional coordination. Strong at driving daily dashboards, POAs, and closure discipline to deliver predictable service outcomes for enterprise clients in high-volume logistics environments.

Assistant Manager – Client Servicing - Delhivery Ltd. - Gurgaon

(2024-04)

• Managing key enterprise client accounts including Voltas, Havells, Mahindra, Godrej, and Swiggy with end-to-end ownership of service performance
• Driving daily account health dashboards covering SLA adherence, exceptions, pendency, and aging
• Acting as primary SPOC for escalations, coordinating with operations, hubs, and network teams to ensure timely closures
• Creating and tracking structured POAs for recurring service issues and ensuring closure through governance routines
• Improving service outcomes through proactive issue identification and stakeholder alignment, contributing to improved SLA adherence and reduced escalation frequency

Senior Associate – Client Servicing - Delhivery Ltd. - Gurgaon

(2024-02 - 2024-03)

• Supported CX operations through SLA tracking, MIS reporting, and escalation coordination
• Worked closely with internal teams to improve response TAT and client communication quality

Senior Associate – E2E Control Tower - Delhivery Ltd. - Gurgaon

(2021-10 - 2024-02)

• Monitored end-to-end transportation across 30+ critical lanes, managing 7,000+ FTL movements monthly
• Owned exception management, delay analysis, and SLA recovery for enterprise logistics clients
• Coordinated with FCs, vendors, and planning teams to resolve bottlenecks and reduce pendency
• Built and maintained real-time dashboards for service performance and escalation tracking

Associate – E2E Control Tower - Delhivery Ltd. - Gurgaon

(2021-01 - 2021-10)

• Supported daily monitoring of SLA, delays, and exceptions across the network
• Achieved 95%+ SLA compliance through proactive coordination with ground teams
• Standardized daily performance reporting and escalation workflows

Operations Executive – Fulfillment Center - Delhivery Ltd. - Gurgaon

(2019-11 - 2021-01)

• Managed inbound and outbound operations including receiving, put-away, and dispatch
• Coordinated last-mile operations to improve fulfillment efficiency and reduce order aging
• Ensured SOP, safety, and compliance adherence at FC level

Operations Executive - Ecom Express Pvt. Ltd. - Indore

(2018-07 - 2019-11)

• Managed last-mile delivery operations across Indore zone
• Handled manpower planning, SLA adherence, and delivery escalations
• Improved customer satisfaction through structured escalation handling and coaching

Team Leader – Last Mile Operations - Delhivery Pvt. Ltd. - Indore

(2017-09 - 2018-03)

• Led a 16-member delivery team achieving 95%+ SLA adherence
• Trained team on SOPs, quality standards, and productivity benchmarks

B.E. - Mechanical Engineering - RGPV Bhopal (2017)

HSC & SSC - M.P. Board Bhopal