JYOTSHNA KUMARI

Delhivery Courier Services Pvt. Ltd. Bengaluru, In | Aug ’18 – Present

Strategic Account Manager

Key Account Strategist,

‘14‘ & Supply Chain
Senior Logistics Key Accounts: 92+ across B2B, LTL, B2B, FTL, and B2C like Amazon, Meesho & Reliance etc.

Management Professional
Revenue Growth: INR 1.6 Mn p.m. (~60%)

LinkedIn
Key Achievements | Logistics Management, Business Growth & Revenue Generation
 Spearheaded 50+ leads/ day and transformed clients to major accounts
Bengaluru, In  Enhanced INR 1.6 Mn revenue per month across Indian clients
 Released 1 Mn Shipments per month in line haul including Diwali shipments
 Addressed FD tickets within 4 hours of TAT
+91 8296772933  Re-structured SOPs while streamlined other processes to improve deliveries
0  Successfully managed special projects end-to-end
Jyotshnakumari87@gmail.com

Strategy & Vision | Business Strategy Formulation & Execution, Key Account Management
EXECUTIVE  Managing 63 Clients in LTL & B2B, 29 FTL & B2C Clients like Amazon, Meesho & Reliance
KEY SKILLS (Forward and Reverse) to a generate revenue of ~60%
SUMMARY
 Ensuring 90% dispatching w.r.t. AVTD shipments
 Designing and executing business strategies to expand business & enhance revenue
10+ years experienced, seasoned Operations,  Developing network plans like Through Put Calculation, Shift Manpower, Ramp-up, and Line
Logistics & SCM Champion possessing a track haul plans during Amazon Sale
record of spearheading teams to direct  Preparing SOPs, initiating process mapping, fulfilling client needs & rendering best solutions
logistics operations and drive bottom-line  Enhancing & maintaining 98.5% EBITA for all FCs by driving impactful plans
across multi-million dollar organizations.  Planning & allocating resources as per business/ client requirements
Highly skilled in formulating and executing  Overseeing projections vs. actual numbers (45%), detecting loopholes & advising corrective
Key Account & Operations Strategies, measures
administering end-to-end logistics & supply  Actively participating in budgeting and costing functions with clients like Amazon & Reliance
chain operations, managing warehouses,
designing & updating policies, preparing
People Management | Cross-functional Team Leadership & Stakeholder Management
SOPs, and streamlining processes to optimize
 Spearheading a team of 27 resources across First Mile, Middle Mile, Last Mile, Reverse Leg
cost and achieve operational excellence.
& Social Media Escalations Team (B2B & B2C)
Conscientious and compassionate leader
 Bridging the communication gap between client, servicing team and operations team to
talented in addressing issues of clients & team
sustain effective communication & smooth execution of day-to-day operations
members, and advising appropriate solutions  Rendering process training to new joiners while organizing escalation handling trainings
to enhance customer satisfaction & delight.  Orchestrating reward & recognition programs for the teams to boost employee efficiency
Driven and decisive with passion for building  Planning & organizing employee engagement programs like discussions on Process & Mind
and retaining highly effective teams. Adept at Games (GK) and other activities like Singing, Dancing & Any Travelling Experience to engage
fostering stellar relationships with teams, and inspire employees and thus enhance productivity
clients & vendors to engage, inspire and  Coordinating with Full Truck Load (FTL) Vendors and aligning vehicles for the B2B Clients
provide compelling to the stakeholders.
 AWARDS & Logistics & Supply Chain Management | Warehouse Management & Reverse Logistics
KEY SKILLS
RECOGNITIONS  Administering First-Mile Delivery for the movement of goods from supplier to retailer while
managing Last-Mile Delivery for the courier moving package from store to the end customer
 Assessing the key lanes performance w.r.t. first & last mile operations like First mile,
 Accredited with Best Trainer for Amazon
Middle Mile, Last Mile, Reverse Leg & Social Media Escalations team (B2B & B2C) etc.
process | Delhivery Pvt Ltd | ‘22  Steering appointment based delivery by collaborating with Clients, FCs and Warehousing
 Honored with Best Performer in Social staff of Amazon, Flipkart and Reliance
Media Escalation, 7 times | Delhivery |
’19 & ‘21
Risk Management & Compliance | Monitoring & Reporting, MIS Preparation & Documentation
 Received Best Performer of the Month
 Governing speed of delivery, managing volumes and analyzing root cause of fluctuation
award, 5 times | Myntra.com | ‘11
 Managing and reporting non-deliveries while evaluating performance reports
 Received appreciation Emails, several  Creating MIS reports and presenting it to clients
times from customers for resolving
issues before TAT
Business Development & Client Excellence | Client Relationships & Escalation Management
 Collaborating with clients for smooth operations, invoicing, and addressing client’s issues
KEY SKILLS KEY SKILLS to boost client satisfaction up to 98.5% for all categories
 Conducting internal and external Net Promoter Survey (NPS) and enhanced score up to 99%
 Evaluating results of survey and introducing new ways to utilize resources
 Strategy Formulation & Implementation  Resolving operations issues of team and clients through proper interaction with clients
 Key Account Management  Managing return ageing complaints and refund escalations to prevent loss
 Logistics Management  Assembling and presenting seller issues data to Amazon and delivering shipments within
stipulated 7 days’ time
 Supply Chain Management
 Rendered business development support and generated leads during Covid pandemic;
 Operations Management resulted in 70% maximized revenue w.r.t. essential goods
 Reverse Logistics
 Process Design & SOP Preparation
Process Excellence | Process Design, Process Optimization & Operational Excellence
 Data Analytics & MIS Reporting
 Introduced Middle Mile & Customer Returns automated performance reporting process
 Process Design & Implementation across all clients
 Process Optimization  Enriched network performance in collaboration with clients and vendors
 Service Delivery Excellence
 Project Management
Team Leader | WNS – Global Service Pvt. Ltd. Bangalore, In | Apr ’15 – Aug ‘18
 Regulatory Compliance
 Documentation Team Management, Project Management & Operations, Quality Assurance, Client Handling
 Monitoring & Reporting  Efficiently managed projects within given budget and stipulated timelines
 Quality Assurance  Initiated manpower planning & allocated manpower resources & equipment for the project
 Database Management  Groomed, nurtured & empowered team to enhance employee efficiency and morale
 Conducted site quality check to monitor progress
 Advanced Excel
 Addressed client’s complaints and resolved issues on top priority
 Vendor Management & Negotiation  Suggested & updated changes in the policy, sent renewals, and supported in other backend
 Cost Control & Operational Excellence policy tasks and project sales functions
 Client Acquisition & Retention  Communicated the client requirements to the team w.r.t. the process
 Client Relationship Management
 Escalation Management
Senior Associate | Myntra.com Bangalore, In | Apr ‘13 – Apr ‘15
 Cross-functional Team Leadership
 Stakeholder Management  Generated multiple documents & reports while leading & managing day-to-day operations
 Provided process training to new team members, managed inbound and outbound calls/
processes, and communicated changes in promotional schemes via bulk emails
EDUCATION &
KEY SKILLS
TRAINING
Associate | Bharti AXA Insurance Bangalore, In | May ‘11 – Aug ‘12
 B.Com | Delhi University | ‘12  Oversaw invoices and resolved accounting issues & escalations of clients and vendors
 Attended MS-Office training | Aptech  Ensured service level agreements (SLAs) and operational metrics, prepared multiple reports,
and coordinated outstanding invoices & payments