Hemant Lakhera

Customer Experience leader with 15+ years building and running support operations across e-commerce, quick commerce, health-tech, and enterprise technology, including 8.7 years at Amazon and a global escalations charter at Microsoft. Proven track record owning customer experience end to end: leading teams from frontline associates to team leads, managing hybrid in-house and third-party/BPO vendor operations, and establishing governance through dashboards and operating rhythms for daily, weekly, and monthly business reviews. Experienced across voice and non-voice channels, including ticketing, email, and outbound calling, with direct ownership of Voice of Customer programs (including hands-on Qualtrics use) and structured Root Cause Analysis loops run jointly with Product, Engineering, and Operations teams to fix recurring friction at the source rather than repeatedly managing symptoms.

Delivered consistent, measurable outcomes throughout my career: CSAT improved from 3.99 to 4.70 at Mfine and 4.00 to 4.32 at Microsoft, SLA sustained at 95% across large-scale operations, and a track record of mastering new tools and platforms quickly, including 30+ automation and moderation tools at Amazon and daily use of AI tools such as ChatGPT and Claude to speed up decision-making. Comfortable operating as a strategic partner to senior leadership while staying close enough to the work to run war-room style crisis response when needed. Immediate joiner.

Career Development at Professional Development & Career Transition (2026-05 – Present)

Preparing for PRINCE2 7 Practitioner, an advanced-level global project management certification, building on PRINCE2 Foundation (82%). Refreshing SQL and advanced Excel to current job-requirement standard; evaluating senior program management opportunities aligned to long-term focus on program delivery, process improvement and customer experience.

Head of E-commerce & Operations at Kedia Pavitra (2026-01 – 2026-04)

Program ownership for e-commerce expansion; reported to the Designated Partner

• Launched the business on Amazon.in across PAN-India and owned the Zepto marketplace account end to end, from onboarding through steady-state operations.
• Developed KPI dashboards and performance reporting, improving operational visibility and enabling data-driven prioritisation of operational issues.
• Managed cross-functional escalations across operations, inventory, fulfilment and customer experience; implemented corrective actions to prevent recurrence.

Senior Manager – Sales (International Operations & Programs) at Jaipur Rugs (2024-11 – 2025-07)

Reported directly to the company owner

• Single point of contact for all customer escalations across international flagship stores (London, Milan, Dubai, Singapore); resolved end to end with corrective and preventive actions.
• Identified the root cause of recurring transit-damage complaints and redesigned international packaging for shipments to the US, EU and Gulf markets, achieving 0% transit damages and approximately ₹25 LPA in savings.
• Automated the weekly order-update process between production and merchant teams, saving 16 workdays per month and eliminating a recurring source of customer escalations.
• Rerouted "At Purchase" rug shipments to new receiving warehouses, cutting transit time by 2 days per movement and saving approximately ₹7 LPA.

Senior Program Manager, Non-Tech at Microsoft (via Experis IT) (2023-09 – 2024-06)

Reported to Senior Director; partnered with Senior Delivery Managers, Partner Technical Advisors and LTI Mindtree senior leadership

• Ranked #2 globally for escalation volume handled; managed complex multi-region leadership and customer escalations at an 11-day average resolution time against a 15-day global average.
• Improved CSAT from 4.00 to 4.32 by leading a structured Non-Top-Box feedback analysis project — quantified the top negative feedback themes from survey data and deployed targeted corrective measures against each.
• Reduced 30+ day case backlog by 19% and untouched cases by 24% within 12 weeks through systematic queue triage and cross-team stakeholder collaboration.
• Owned the weekly productivity charter for the delivery-partner organisation, running performance governance directly with partner senior management.
• Led executive escalation bridges for critical global support cases, coordinating customer and internal leadership to drive resolution within SLA.

Program Manager, B2B Operations (Level M7) at Mfine (2022-10 – 2023-06)

Reported to Senior Director; weekly business reviews with founder and C-suite

• Owned end-to-end planning and delivery of PAN-India corporate health programs and onsite health camps, coordinating Sales, Supply, Technology, client corporate teams, diagnostic vendors and third-party manpower partners.
• Drove the first automation in company history for large onsite projects — worked with the technology team to automate report upload for a 3,000-check corporate health program, cutting turnaround from 5 days to 2 days and reducing manpower requirement; recognised by leadership.
• Improved B2B average CSAT from 3.99 to 4.70 through targeted process improvements, SOP redesign and quality initiatives.
• Engaged senior points of contact at Apollo and Manipal to reduce medical report turnaround; improved fulfilment-to-report rate from 29% to 80% and 48-hour report TAT from 12.3% to 50.4%.
• Owned the PAN-India B2B escalations program end to end, including root cause analysis, stakeholder communication and permanent resolution; managed a 14-member team with 100% retention.
• Monitored and improved Average Handle Time (AHT) for the outbound customer calling team, driving more efficient customer guidance without compromising quality or empathy.

Manager II, Central Fulfilment Centre Operations at Blinkit (Grofers) (2021-05 – 2022-10)

Reported into VP and Senior Director leadership

• Built the operating rhythm for the national fulfilment network, owning the central KPI dashboard and metrics charter and running daily governance reviews with the VP and the PAN-India FC Head team.
• Raised fill rate from 87% to 95% through operational rigour and SLA-driven process improvements.
• Conducted time-and-motion studies after the business model shifted to bulk stow and bulk pick, then redesigned centralised manpower planning on that evidence — approximately ₹1 Cr per month in savings.
• Collaborated with fulfilment-centre stakeholder teams on budget optimisation totalling ₹2 Cr+ per month across transportation, manpower, rent, admin and housekeeping.
• Ran a PAN-India SOP awareness and adherence drive that cut dark-store stock damage from 12% to 5% (7% MoM reduction).
• Led the fulfilment-network side of the transition from next-day delivery to the 10-minute delivery model, migrating all orders from fulfilment centres to dark stores nationwide with zero escalations from the fulfilment network.

Program Manager, FBA Operations (L4) at Amazon India (2020-04 – 2021-05)

Promoted from FBA Investigations Specialist; fulfilment-centre coverage expanded on promotion

• Executive Escalations Program: owned the executive and seller escalation charter for FBA Operations, closing 55+ escalations at a 9-day average TAT with root-cause fixes rather than one-off closures.
• Seller Inbound Feedback (Kiosk) Program: initiated and managed this INFC-level program in 2020 — scoped device requirements, drove selection and certification with India and worldwide stakeholder teams, and secured a ₹10L budget from the central finance team for network deployment.
• Network issue-resolution ownership: ran the FC Operations issue-resolution trouble-ticket program single-handedly through the pandemic for 18+ Amazon India fulfilment centres across Mumbai, Pune, Kolkata, MP, Gujarat and Rajasthan after two team members exited, holding 95% SLA on Inbound Service Support tickets.
• Inventory health: maintained unfulfillable inventory below 1% against total FC inventory of approximately 500K units.
• Defect reduction: drove adherence and transparency for No First Scan removal shipment departures across the INFC network.

PRINCE2 Foundation in Project Management (2025-Oct)