CV-Nittala_Sreenivas -Logistics-2015

CV-Nittala_Sreenivas -Logistics-2015

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  Nittala Sreenivas Business DevelopmentManager G 401, Aparna Sarovar, Nallagandla Hyderabad -500046 9246550222 [email protected] SUMMARY  20 + years in the Logistics and integrated Express Package Distribution Industry, across multiple verticals.  Worked for a 2000 Crore, customer centric, South Asia's premier Courier and Logistics Company with most extensive domestic network covering 33758 Locations.  Executed Process improvement and Operational Excellence initiatives and generated sustainable Revenue gain.  Knowledge of Ecom (COD and prepaid) Logistics and the processes involved at both Client as well as their Logistic Partner.  Skilled at manpower management, leadership initiatives and supervisory responsibilities.  Bronze Certified on Process Improvement Advisory - First Choice: a very active, exclusive six sigma improvement process by DHL.  Strong Client Relationship management and stakeholder management skills KEY ACHIEVEMENTS Awarded “ Numero Uno “ (Recognised as Best Sales Personal in the Country) in the year 2003 Awarded “ Numero Uno “ in 2005 Nominated for the Best Employee Award in 2009 and 2012 for continual delivery of outstanding service quality and Service improvement innovation project. PROFESSIONAL EXPERIENCE Blue Dart Express Ltd (Feb 1995 – Present) Blue Dart ,a DHL group company is an ISO 9001-2008 certified premier logistics company, with an unparalleled Air and Ground domestic network, International Air Network, E-commerce and B2C operations and a track record of 99.96% net service level. Business Development Manager (February 2013 – present) Blue Dart Hyderabad Branch is an INR 65 Cr branch responsible for servicing 2000 Contractual clients, with 550 employees, a network of 11 service centers, an Air HUB, a Ground Warehouse apart from 5 upcountry branches and 21 Regional Service Participants in the state of Andhra Pradesh. Key Responsibilities and accountabilities Identifying promising business opportunities, understanding the requirements and demands of business markets, forging productive business alliances, charting new ways to explore and exploit markets and conceiving new products that would fetch more revenues. Increase of SOW (Share of Wallet). Remittance collections within logic target time. Achieve the locations sales budget and other related sales KPIs, implementation of business plans.  Assist in preparing the annual sales budget and formulating business strategies to meet the same.
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   Managing anddeveloping needs of team members. Working in sync with Operations, Customer Service and all other internal functions to meet customer expectations. Key Achievements Led team to highest ever sales for the Branch in the Months of Jan’2015 and March 2015, in continuation to record breaking target deliveries since 2013. Customer Service Manager (Jan’2005 to Dec’2012) The unit is responsible for client servicing, Key account management, Client retention and provide for a bridging role between Sales and Operations by managing demand and supply of services for entire region of Andhra Pradesh. Key Responsibilities Responsible for Metrics management -Quality metrics for call center - IMRB External Call Audits, Net Promoter Approach- gauging customer loyalty - Operational Metrics for call center– First Contact Resolution, Staffing Plan during peak hours ,monitoring abandon call %, reduction of average talk time, Complaint Resolution TAT ,training and coaching Key Accounts Management ( KAM) – Retention and increase of Share of Wallet ( SOW) while meeting customer's needs ,providing timely MIS ,agreeing upon SOP's ,SLA's and providing ,timely reports on shipment deliveries ,undelivered 's and returns and further analyzing reasons for undelivered packages and returns ,thereby bringing in improvements in Net Service Level. ECOM vertical: Sharing SOP's and agreeing upon SLA's ,tracking of shipments ,improving on undelivered / returns (RTO) shipments %,analyzing the category wise reason codes of undelivered shipments to bring in improvements . Agreeing and finalizing Automation of customized delivery status reports to respective ECOM clients SME shipments tracking: Day to day tracking of customers' undelivered shipments and ensure intervention when required for timely resolution of prospective escalation cases. Managing Compliance / ISO. Leading, mentoring and monitoring the performance of the team members to ensure efficiency in process operations. Leveraging business acumen, management experience, and domain expertise skills to provide strategic and tactical support to service delivery operations People Management – Hand holding, mentoring, team bonding, training and coaching, buddy system creation, rewards and recognition, motivation, extracurricular event management. Key Achievements Nominated for Employee of the year twice in 2009 and 2012 for continual delivery of outstanding service quality and Service improvement innovation project. Process Improvement Initiatives Initiatives include  Defining projects, collecting requirements, designing process solutions  Making the process Lean and eliminating waste  Provide day-to-day support during the rollout/implementation of newer systems/processes  Gather feedback.  Map organizational requirements, understand processes, and devise customized solutions.
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  Projects Undertaken: Process Improvementfor customer service: Formulate measures to reduce repeated call inflows at call center. All India Customer Complaints Process improvement in complaint closure as per agreed TAT Created Day 1 tracking module for critical and perishable shipments ensuring proactive tracking Process Improvement for Operations : Reduction of TAT on POD-DC Copies from warehouse to image scanning locations TAT reduction from the time of inscan at Airport HUB to the time of receipt at Service Centers. Process improvement from pickup at origin location to onward connections from HUB to safe and timely delivery at destinations, of Exam Related Shipments Business Development: (1996 to 2004) (Executive, Senior Executive and Assistant Manager during this period) Responsible for territory sales as per set budgets and expanding business. Lead a team of 4 and drive them with inputs on newer and better sales methodologies Responsible for the overall collection of receivables from the clients in the allocated region. Key Achievements: Awarded “Numero Uno “twice (Recognised as Best Sales Personal in the Country) in the year 2003 and 2005. A Company sponsored trip to Singapore and Cash award were gifted as part of this. Operations (1995 to 1996) – Sr. Territory Service Representative Pickups , deliveries ,sorting of inbound and outbound shipments , Bagging and de-bagging of loads received from HUB, Route mapping for deliveries, meeting delivery performance targets for self and team , Connections to HUB Processing of system pre-alerts for shipments Alerting route staff for priority and critical shipments Achievements Awarded “BRAVO BLUE DARTER” for service excellence in Operations. Education PGD in Marketing Management (Symbiosis Center for Distance Learning) Bachelor’s degree in Commerce. (Osmania University)