Subrat Mishra
Summary
Dedicate service and training industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Currently handling Service delivery part of Market Leader DTH brand TATAPLAY , a consistent top performer at industry scale,A Self Motivated and result-oriented earlier Quality assurance /tech trainer/logistics and service lead successfully managing riders management compliance, inventory control, customer service, Excellent problem solving and interpersonal skills. Focused on developing and implementing process controls and quality improvement initiatives that reduce costs and increase company revenue.
Overview
9
9
years of professional experience
Work History
Assistant Manager Field Service Delivery
TATAPLAY LTD
04.2019 - Current
- Monitored day today service intake , maintain KPI frame work with customer satisfaction and increasing accuracy Quality and trouble free service of DTH adding to that reducing discrepancies on fraud and manipulation.
- Helped with planning schedules and delegating assignments to meet coverage and service demands also hand holding to service vendor for smooth formation and execution of service at assigned territory.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- taking care of vendor payout the establishing vendor relationship for their more and more rewards and earing growth
- Responsible for GST clearance of service vendor and carried out basic company protocol to Quality vendor operation.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Senior Technical Trainer
TATAPLAY LTD
04.2019 - 04.2020
- Compiled DTH training and assessment resources based on an understanding of technical processes and skills-development needs.
- Oversaw technical documentation, instruction and evaluation to meet industry-required education initiatives.
- Collaborated with outside vendors to identify key areas necessitating training based on software and equipment design.
- Acted as a second-tier technical resource for the helpdesk and assisted with answering technical questions.
- Updated training coursework and requirements according to group and technology changes.
- Created courseware using an online learning management system tool and various graphics and multimedia software programs.
- Blended traditional learning approaches with existing and new technologies and used a variety of learning tools to create and deliver learning programs that produced results.
- Trained and mentored new personnel hired to fulfil various roles.
- Appropriately allocated resources, budgets, inventories, training support and team-building materials to increase overall productivity.
Cluster Logistic Team Leader-Foodpanda
FOODPANDA-OLA
05.2018 - 02.2019
- As a in charge of cluster logistic operation part of food panda I am managing a team size of 11 members ,
where my main focus is rider management according to supply and demand scale, - Co-Ordination with all cluster cities logistic spoc to manage smooth operation of rider management,
- Tracking from attachment to till food delivery roles comes under my area of preference where I have to
manage riders UTR/PTJ and weekly health of rider part of our cluster cities - Apart from that rider circulation in between the cluster cities, new attachment, reactivation and bonus
categorization, weekly active/inactive data circulation, - Logistic quality and audit part are being inspected by me for all cluster cities along with payment and tech
issue, fraud flag marginalized. - Procurement and distribution of inventory to riders for all clusters
- Responsible for budget preparation for incentive and spikier for riders, also developing SOP for logistic
operation varies city to city. - Responsible for all non dispatch, compliances and Safety responses case
- Managing, monitoring and developing a team of city logistic spocs
- Responsible for regular coordination with Central Logistic team (HO) regarding all projects Operations,
Monitoring and troubleshooting co-ordination and communication with vendors and riders - To coordinate with Supply department and update them on the rider movement and requirement on daily
Senior Exicutive Quality & Training -OLA
OLA
11.2014 - 05.2018
- As on the responsibility of cluster Spoc my main area of focus is partner app operation training, login
logout issue resolution process Training(down product engine management ) subject to stakeholder,
DAC modulation and field clearance through jira (Critical tech portal), fraud engine operation process
briefing, Blocked payment processing and releasing through the SAP, critical supercritical safety
response ticket closing and triggering daily briefing, regular to regular ground rate card update briefing,
Daily safety risk percentile update through MIS database, regular Assessment conduction for Driver
Partner. - Driver training (Ethical, behavioral,) cars and driver quality audit, Process and rate card incentive bonus
briefing. - Customer and partner Safety Related issue (Critical super/critical cases & legal desk handling) TAT
oriented operation. - War room management, Device Restoration, Driver and vendor Relations, circulation of cab in between
the city. Also looking over the inventory distribution, ensemble and up gradation. - Responsible for Quality parameter in every accept from driver, Cab, branding
- Working with IMS,DRM,CRM,ZENDESK,JIR
- Heading the Operation for rental and outstation booking for Bhubaneswar Puri.
- Focus with the document validation of Driver partner (Police verification CRC report) and of Cab.
Education
Bachelor of Technology - Electricals And Electronics
Centurion University of Technology And Management
ODISHA 02.2014
Skills
- MS Office
- Self-Motivated
- Decision-Making
- Team building
- Written Communication
- Interpersonal Communication
- Organization and Time Management
- Cultural Awareness
- Analytical and Critical Thinking
- Multitasking Abilities
- Teamwork and Collaboration
- Planning and Coordination
- Field service delivery
- Field technical services
- Service standard compliance
- Customer service skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Assistant Manager Field Service Delivery
TATAPLAY LTD
04.2019 - Current
Senior Technical Trainer
TATAPLAY LTD
04.2019 - 04.2020
Cluster Logistic Team Leader-Foodpanda
FOODPANDA-OLA
05.2018 - 02.2019
Senior Exicutive Quality & Training -OLA
OLA
11.2014 - 05.2018
Bachelor of Technology - Electricals And Electronics
Centurion University of Technology And Management
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