Shivam Phukan

I come with over over 5 years of experience in passenger mobility across domains like fleet operation management and maintenance, vendor development, cost control, customer experience (NPS)

management, and route management. Proven operational expertise, strong management,

collaboration, and networking skills. Additional 7 years of experience in Media & Publishing industry with expertise in content strategy, management, and digital marketing.

A bus aficionado from India, I am currently working with IntrCity SmartBus, India's largest fleet of branded buses.

My primary responsibility in this role is to elevate Customer Experience from a bus infrastructure point of view. I maintain a fleet of around 250 buses pan India - performing daily maintenance (both scheduled & emergency), conducting pre-trip compliance assurance, and incorporating emerging technologies to ameliorate passenger satisfaction. I am extremely passionate about buses and the industry in general, which has propelled me to involve myself in a plethora of aspects of the company’s business over the last two years.

This includes, business development and sales, ground operations, buying & merchandising, vendor management to communication (both internal and external) and social media strategy.

I also founded Coach Builders India in 2018, one of the most trusted voices of the private bus industry in India. This gives me the advantage of having a comprehensive understanding of the pulse of the industry - in terms of trends, latest technological developments, market dynamics as well as consumer needs, expectations, and behavioral fluctuations.

I am Bachelor of Technology graduate with major in Aerodynamics.