Ridhima Mittal

Operations & Supply Chain | Amazon | ISB | Ex- Airtel | Ex- BHEL | NSIT

New Delhi, Delhi, India

Summary
Negotiation skills Warehousing Operations Supply Chain Consulting ECommerce Supply chain management, Operations Management, Quality Management, Productivity Logistics Consulting Multi-Site Operations Manufacturing Operations Procure-to-Pay Operations & Supply Chain Management Setting up new Business & Operationses Reverse Logistics IT Procurement Strategic Negotiations Warehousing Supply Chain Operations Multi-channel Retail Government Procurement Negotiations Logistics Management Procurement Amazon Supply Chain Logistics Operations Supply Chain Management Ecommerce Strategy Telecommunications Team Management
Work Hard, Have Fun, Make History
Experience

Program Manager II, 3P C-Returns at Amazon

Jan 2018 - Present

Responsible for building, operating, scaling and improving the returns experience of customers (pan-India) Strategy & Process Excellence • Improved the pickup experience for customers, “Refund issued but not picked up” by 56% • Analyzed performance metrics of logistics partners and drew actionable insights on operational & structural weakness o Increased the pickup success ratio by 47%. Appreciated by the higher management. • Identified and implemented tech. changes required to mitigate trans-controllable cancellations in C-Returns; positively impacted 25%+ customer day-on-day. Appreciated by leadership. • Strategized product change to reduce customer-controllable cancellations. Pilot shows a reduction of 10% in the metric. Analytics • Automated the performance reporting of C-Returns using SQL; reduced reporting lag time from 48 hours to 24 hours. • Introduced a new metric Contacts per RML (CPR) to measure customer experience. o Reduced the customer contacts by 35% through a fix in partner’s tech. ecosystem

Consultant - Industry Expert at Guidepoint

Nov 2017 - Present

Recognized industry expert and thought leader with strong connections to think-tanks, industry associations and academia.

Sr. Manager, Operations & Supply Chain at Bharti Airtel

Apr 2017 - Jan 2018

Sr. Operations Manager at Bharat Heavy Electricals Limited

Jun 2010 - Mar 2016

Education

Operations & Strategy at Indian School of Business

Mar 2016 - Mar 2017

Instrumentation and Control Engineering at Netaji Subhas Institute of Technology

Jul 2006 - May 2010

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