Harshit A

Strategy and Operations Lead

Shopee • Tiempo completo

Nov 2022 - Present • 3 yrs 7 mos

Leading operational improvement initiatives in customer service (CS) and logistics for regional e-commerce leader. Example projects include:  Managed CS headcount and cost improvement initiatives across 8 markets – o Improved CS headcount forecasting by implementing AI driven Workforce Management Tool, leading to +5% improvement in agent utilization rates across the region (~1.7M annual savings). o Developed CS workload automation strategy leveraging AI analysis of CS ticket transcripts – unlocked potential to reduce manual workload by ~15%. o Led integration of bot before CS call button to deflect trivial user queries – resulting in uplift deflection by +7.5% & first solution satisfaction by +2.5%. o Managed headcount and cost governance while liaising with leadership across 8 markets.  Formulated regional Premium CS strategy detailing key CS value-adds to be offered to VIP users, providing enhanced user experience to high spending users, increasing their stickiness with the platform.  Drove SPX sortation center improvement program in Malaysia — redesigned shift plans to match inbound volume, reducing sorter headcount from 1,000 to 850, saving USD 0.10/order and 0.17 days in delivery time.  Led planning and execution of flex levers to manage high volume surges (~1M orders vs 650K BAU) during Shopee campaign days; normalized operations within 5 days of the campaign while ensuring low cost impact.

Management Consultant

PwC • Tiempo completo

Jan 2020 - Nov 2022 • 2 yrs 10 mos

Managed global-roll out of an end-to-end supply chain control tower tool at a consumer health conglomerate, with primary focus on developing reporting capability to analyse inventory, commercial services, and logistics data. The tool implementation resulted in 2.4% increase in service levels and 20% reduction in costs.  Formulated a 3-year global talent expansion plan for a US client — assessed availability and cost across 16 locations, and built an interactive MS Excel decision model to identify optimal expansion cities.  Developed a strategic viewpoint on the evolving shape and dynamics of the Asia-Pacific region, focusing on in-depth analysis of the key challenges and growth drivers facing the market in the next decade. The report is used by the client to devise its expansion and sales strategy.