Bikram Santra

Overseeing a 7-store cluster operation in a high-velocity quick-commerce environment with full P&L accountability. • Lead a team of 15 Assistant Store Managers and 3 Fleet Coaches across 7 stores, driving aligned execution of operational targets, SLA adherence, and customer satisfaction benchmarks. • Launched 7 new stores with zero operational disruption, coordinating cross-functional teams across real estate, HR, supply chain, and technology workstreams to meet go-live milestones. • Achieved 90%+ Direct Handover rate (up from 70%) through structured process redesign, real-time monitoring, and team accountability frameworks. • Reduced customer complaints from 3% to below 1% by implementing root-cause analysis protocols, escalation matrices, and feedback-driven SOP updates. • Drive weekly KPI review cadences, identifying operational bottlenecks and implementing corrective action plans that improved cluster-level NPS by 18%. • Manage inventory, workforce scheduling, and vendor coordination to maintain 99%+ in-stock rates across product categories during peak demand windows.

Managed end-to-end talent sourcing operations for high-volume client mandates, building sourcing pipelines and vendor coordination frameworks. • Achieved 95%+ fulfillment rate on client staffing targets through structured SLA management and candidate pipeline optimization.

Directed fleet operations across 20+ cities, managing delivery partner ecosystems and operational performance at scale. • Managed multi-city fleet operations (20+ cities), establishing standardized workflows, escalation protocols, and SLA frameworks for 1,000+ delivery partners. • Reduced operational costs by 10–15% through data-driven route planning, fleet utilization optimization, and process automation initiatives. • Designed and implemented performance management frameworks for fleet coaches and delivery partners, resulting in a 20% improvement in on-time delivery rates. • Led cross-functional stakeholder alignment across Operations, Technology, HR, and Finance teams to execute city-level expansion and operational readiness programs. • Built Excel/Google Sheets reporting infrastructure to monitor fleet KPIs, delivery metrics, and SLA adherence, enabling weekly data-driven decision-making for senior leadership.

Managed end-to-end food delivery operations including order management, rider coordination, vendor relationships, and customer escalation resolution. • Implemented process improvement initiatives that reduced average delivery time by 18% and improved customer satisfaction scores by 25%. • Coordinated workforce scheduling, shift planning, and performance reviews for a team of 30+ operational staff.

Streamlined back-office operational workflows, achieving 15% reduction in average handling time (AHT) through process mapping and SOP standardization. • Mentored junior associates and served as a floor escalation point, contributing to a team CSAT improvement from 78% to 91%.

Delivered high-quality customer support across inbound channels, maintaining top-10% CSAT ranking among a 200-person team.

Advanced Excel for Business Analytics

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