Hemendra Pratap Singh

- Leading the intelligence charter. - Currently, working on channel agnostic product recommendation functionality - Leading the customer intent prediction functionality - Previously worked on personalisation of the Airtel Thanks App.

- Led the 0 to 1 journeys for products related network optimisation - Revamped the pin code management system through- Enhanced UI design, End-to-End funnel optimization - Led API development sorters and bots - Tested and Deployed sorters and bots in large and mid sized facility

- Led the development of pricing tool for sales team - Led the development of Data Science based last mile optimisation product via- Model development, UI enhancement

Delhivery was rapidly expanding its coverage to include more Pin Codes across India, resulting in increased client and customer bases. The requirement was to ensure KPIs such as enhanced performance visibility, maximum customer contact, and structured query handling for both customers and clients. - Led a 3-member team which handles process improvement plans and projects at Customer Support department - Proposed, implemented and thus integrated unified CRM which brought together different processes such as Voice, email, L2 for voice & email escalations and Quality monitoring team on same platform and have functionality to work for zero error approach - Unified CRM brought in reduced Average Call Handling Time which thus increased no. of calls answered & answering levels and increased quality score of executives - Furthermore, the integration of CRM with internal systems resulted in structured storage of customer information (no.of orders placed, no. of times and different channels through with customer contacted). This also helped in escalating customer queries directly to concerned Last Mile team which increased the closure percentage of escalations by ~10% - Created web based performance dashboards in Client Servicing team capable of monitoring Address quality, count & reasons of return, count & reasons of delay, In TAT/Out TAT performance within a requested period and within a specified Zone/Pin Code/State/City - Created standard process flows, lead the documentation for various processes in customer support and earned ISO certificate for the department

- Worked as City Manager and subsequently planned and setup the Hyperlocal operations in Mumbai and Pune and subsequently responsible for managing P&L for these cities - Built and led the team of 100 members (both on-roll and off-roll staff in Pune (4 hubs) and Mumbai (3 hubs) in a short span which had the capacity of delivering 1000+ orders in a day - Successfully optimized the manpower to cross utilize the Hyperlocal staff for delivery of e-commerce shipments by balancing manpower in corresponding peak and non-peak hours - Worked in a 5-member team which handled the incident management process across various teams in Delhivery - Identified and updated various business cases, categorized and automated queries for moving away from unstructured email based process - Defined SLAs, escalation matrix for various queries and thus routed them to the concerned team/resolver in order to structure the working methodology