Sumit Mehra

About Sumit Mehra

Lead Operations specialist with 3+ year of experience in operations, supply chain, and…

Experience

1. Lead Customer Experience

   Flipkart

   Nov 2022 — Present

   Responsible for the improvement of operation and customer experience metric for entire Last mile and First Mile operation for NorthZone for smooth flow in supply chain and logistics.• Created dynamic dashboards in Google Looker Studio, streamlining data reporting and reducing manual reporting time by 40%,while providing real-time insights to leaders.• Creating daily reports using advanced Excel techniques on customer experience and operational metrics to track and analyseperformance.• Performed daily audits on quality metrics, identifying and resolving discrepancies, leading to a 15% reduction in escalations andensuring continuous process improvement.• Handled Net Promoter Score (NPS) metric for Myntra.• Coordinated with AMs, RMs, and GMs to track and resolve escalations and conduct Root Cause Analyses (RCAs), reducing responsetimes and improving issue resolution efficiency.• Handled WCS and customer safety cases across the North Zone, improving resolution time by 25% and ensuring full compliance withsafety protocols and operational guidelines.• Rigorously working on RCA and findings to maintain an excellent customer experience.• Led joint visits for on-the-job training and to address non-performance issues, resulting in improved team performance and reducedlosses by 10% on OBD and RVP.