Umesh Mehta

Leader in implementing company norms and processes at delivery Hub of Flipkart, resulting in better customer experience and continuous business growth year over year. Extensive experience in Managing and Consulting Delivery Hub Team to deliver delight customer experience in final delivery, which in turn helped in customer retention and overall profit. Develop and maintain a high performing team through effective hiring, vendor partner management, coaching and performance management.

Provide work direction, delegation and prioritization to the team. Ensure compliance with company's policies, processes and procedures.

Hub Incharge - Instakart Services Private Limited - Karnal Haryana

(2015-04)

• Managing a Non Lean Hub at Karnal Haryana with an average BAU of 4500 shipments/day and Leading a team of 120 Employees in overseeing the day to day operations of last mile and first mile logistics, ensuring timely delivery to Customer, Customer returns, Seller Pickups and seller returns.
• Develop and maintain a high performing team through effective hiring, vendor partner engagement, training and performance management in collaboration with learning & development team.
• Utilized data analytics tools to analyse performance metrics, identify areas of improvement, and implement corrective actions.
• Reduced Customer Escalations by analysing the root cause and implementing action plan on PDCA approach by imparting the learning to team.
• Hub load increased with two folds, working on customer service & satisfaction, reduced customer complaint escalations by providing high standard customer experience from trained personnel of the hub.
• Implemented strategic initiatives to improve operational efficiency, resulting in a reduction in IHT of WM's and decrease in CPS/operational costs.
• Ensure compliance with company policies, safety regulations and quality standards to uphold service excellence and customer satisfaction.
• Worked on Nine Big Billion Day sale to make it successful.
• Works on Project to Improve the Work life balance of employees and Escalation Index along with great success.
• Ensure 5Sstandards are enforced and established the team to embrace continuous improvement.
• Continuously monitor and improve the working environment to ensure a safe Workplace.