Amit Basak

Room No-2, Bhavani Nagar, Shankar Kharvi Chawl, Sahar,

Andheri (East), Mumbai :- 400 099.
Contact no: 9320005415, E-Mail: amit_basak00@rediffmail.com

--------------------------------------- Objective ---------------------------------------

To seek a highly responsible and challenging position in a growth–oriented

organisation, where experience, initiative and interpersonal skills will be strongly
utilized and chance for professional growth will be provided.

---------------------------------- Work Experience -----------------------------------

Currently working as a Sr. MIS Executive at the Corporate Office, Operations

in DTDC Courier & Cargo Limited Co. (since March 2009)
(DTDC, a 20+ year old company. Pioneer of Franchisee Module in India, with 4500+ franchisee
all across India. Handling an average of 2.5 to 3 lac consignments daily)

Job Profile & Achievements

• Direct reporting to the National Head of Operations @ Corporate Office in Mumbai

• Handling a team of two members, responsible for All India Operations data/MIS
• Handling Daily / weekly / Monthly & Quarterly MIS consisting to 30-40 reports
• Assisting in all areas of Operations including strategies & planning / target setting
& day to day operations
• Along with NHO, responsible for overall growth of operations performance /
processes / projects / future strategies & planning
• One points contact for All India Operations & Corporate IT
• Active member @ All India Operations Meet held quarterly
• Setting up of parameters for Operations performance, analyzing failures,
actioning of failures etc. through meeting & concall.

• Projects handled successfully

a. Operations Measurement Scorecard – All India

A comprehensive operations service report covering 9 Major parameters of
Operations, been displayed weekly/monthly/quarterly to Operations
Managers across India and Management. Single handedly carried out and
running this project
b. OBC Project
On Board Courier – A project started to cater to time definite deliveries
within metro cities of India. A new product (prime time plus) launched with
a guaranteed delivery before next business day 10:00 am & 12:00
c. OBC Project Costing – All India
A special project handled been assigned by the Director, to evaluate the
profit / loss made through the OBC project. A complete in-depth analysis
on cost incurred, bifurcation of cost, profit/loss making lanes, etc was
given. The same is now been reported and analysed by the management
for OBC performance on monthly basis
d. 10 Points Strategy
10 Major activities in Operations been identified in view of bringing in
“uniformity & systematic approach” while carrying out these activities.
Presented the same at the National Operations Meet Held at Bangalore
 e. Operations & Training Module – All Operations Department
Task of creating an Operations Manual was given in the National
Operations Meet by CMD. A brief manual comprising of all the operations
activities, starting from pick up till delivery is made and will be rolled out.
f. All India POD project
Proof Of Delivery is an important activity of delivery, which is to be
returned back to the shipper, which serves a written proof that the
consignments is delivered. A system was made to have a smooth flow of
PODs from the delivery locations and reach the shipper. Also a team was
created at all the location for follow up on remaining PODs
g. All India Transit Time (200+ cities)
A much required and important project completed within the shortest
deadline given. 200 major cities in India was taken into account while
creating a Matrix of Transit Time, which would give the time required from
booking till delivery for any consignment. The same was completed in 15
days.
h. Creation of Major Accounts & Track-n-Trace Team along with
National CSS Manager
A team of Customer service was created at all the Metro cities for catering
the TOP 5 customers (revenue wise). The team would carry out proactive
activities to ensure smooth transaction of consignments towards these
customers
Track & Trace was created to ensure close all the open/undelivered
consignments by EOD. This team would coordinate with the local
operations staff towards closure of pending consignment
i. CD Updation
CD refers to the load (incoming & outgoing) connected through airlines /
railway / road. So as to ensure a tally of load been sent across from any
particular origin to destination CD entries play a vital role. Also the
payment done to the co-loader /airlines depends on the reports been
extracted through system based on CD updation. A 100% CD entry taken
up and reached a level to 90% from 10% within 2 months
j. Creation and streamlining of Counter alerts / Pre alert team (load
confirmation)
A tally of load is essential to avoid any extra / shortage / damage to the
load. This project carries out a 100% tally of load sent from any origin to
respective destination.
k. 100% Non documents manifest
All non documents are accompanied with a hard copy manifest, which was
tallied by the respective receiver and then further process of operations is
carried out. With this, there is a complete accountability of non document
load through out the operational process. An analysis done on a daily
basis from compliance
l. Franchisee Delivery Competition & Branch Delivery Competition
In a way to motivate and create awareness towards quality delivery, a
competition among the franchisees (phase 1 – 1500 Metro franchisees,
phase 2 – 3000 Outstation franchisees) was carried out from July’10. The
competition was based on same day delivery by the franchisee. National
and Regional winner to be awarded with cash prizes. . An analysis done on
a weekly basis
m. GPS & Mobile updation
GPS tracking been implemented in 80% of the vehicle in metros / from
metros. Tracking was applied in vehicle with the view of optimizing cost
through billing to the co-loaders, monitoring vehicle movement, analyzing
the turn around time, etc.

• In-Hand projects
a. All India end to end Costing for all products
 An in-depth analysis of operational cost between any given origin /
destination. A tool to identify the actual cost further beneficial towards
pricing / allocating resource or cost minimizing, etc
b. Operations Enhancement (including process changes / expansion /
setting up team @ corporate office)
A projection given to the management towards expanding the current
operational infrastructure/revisiting the process for strengthening
operations & create a task force at the corporate office to carry out follow-
ups and Audits
c. Creation of Major Accounts Team @ Corporate Operations Team for
handling Premium Express Product
A team at the corporate office would handle the entire Premium product in
the network. This team would ensure smooth operations activity right from
booking till delivery for these products.
d. All India Linehaul mapping & routing
A project created on power-point slides which would give us a complete
view on the linehaul currently used in the network. A useful tool for all
department to understand linehaul routing from ex origin to destination /
also useful for pricing.

-------------------------------- Achievements -------------------------------

1. Received prestigious appreciation “Bravo Card” from the Executive Director
for an in-depth analysis of OBC costing giving management a complete view
of profit / loss on the OBC project including profit / loss making routes & cities
2. Appreciated by CMD for presenting and creating the “Franchisee Delivery
Competition” project, currently been contested in 14 cities throughout India
3. Successfully delivered all the projects on time, been assigned to me by
Management and National Operations Head

Worked as an Operation & Customer Service coordinator / Data analyst with AFL-Wiz
Express, Mumbai (Express Division of Air Freight Ltd.) from September 2006 till
December 2008

AFL, India’s first courier industry. AFL-Wiz Express has started a new strategic alliance with
UPS, the worlds’ largest, most successful and most profitable Express Package company

Job Profile

 As an Operation coordinator / Data analyst / Customer Service

coordinator at corporate office.

 Direct reporting to National Services Manager at Corporate office.

 Handling All India operations MIS.
 Creation and improvements in operations reports on system as well as manual
reports.
 Setting / measurement and review on performance parameters along with
team.
 Daily forwarding & review / analysis on performance through operation EWR
(Early Warning Report).
 Delivery and pick up productivity measurement.
 Quality checks on delivery and pick up productivity performance.
 Weekly & monthly report and review on International delivery performance.
(UPS).
 Maintaining & updating system with Location Details Update / Network
Update.
  Weekend Reports from regional operations managers and regional customer
service managers and further analysed for performances
 Collection and maintaining Lost Information Report (L.I.R).
 One point contact for All India Tracer for untraceable & missing shipments.
 Actioning of Customer Services complaints & calls at corporate level and
comprehensive reports prepared with action plan
 Preparation and maintaining of operations data & power-point as and when
required by Superiors for BRM (Business Review for Month) & SPG (Strategic
Planning Group) meetings.

As a Customer Service Executive – Backline.

 Actioning an average of 200 traces per day as per global trace procedures and
respond to customers within 1 hour in case of reported service incidents to
promote the highest level of customer satisfaction and identify areas of
improvement.
 Respond to external and internal customers, network, and other functional
departments promptly, accurately and effectively in line AFL requirements.
 To receive, handle, and conclude efficiently customer requests and grievances
when necessary.
 Resolve / analyse complaints in order to retain customers and re-establish their
faith in AFL.
 Keep escalated network traces to a minimum through in-depth analysis
 Highlight areas requiring development to the attention
 Processing network special service requests in a timely manner.
 Compiling analytical reports where agreed.
 Arrange special pickups or deliveries for time sensitive shipments.

-------------------------------- Skills --------------------------------

1. Excellent Strategical and Planning skills

2. Good communication / presentation and interpersonal skills.
3. Innovative / Self starter & Result orientated
4. Strong Project handling ability
5. Extremely analytical, Good with complex & huge data / MIS
6. Advanced skills in Microsoft Office / internet tools / IT skills relating to
operations
7. Very good with Presentation Slides.

• Educational Qualification:

Bachelor’s Degree of Commerce from Mumbai University Securing second class in

March 2005.

•Training’s undergone:

Management Development Program – 2 days workshop

Team Management
Standard Operating Processes - Operations
Line-Haul Management.
Operating systems - operations (Stratos).
Training on International operation processes.
Excellence in Customer Service & Professional Telephonic Behavior.

• Personal Details
Date of birth : 28th Jan, 1984
Gender : Male
Marital status : Single
Religion : Hindu
Nationality : Indian
Language Known : English, Hindi, Bengali & Marathi.
General Characteristics : Hard working, Leadership quality, Analytic.
Hobbies : Playing Music, Movies, Sports.

Reference: Will be furnished if desired

(Amit
Basak)