Summary
Overview
Work History
Education
Skills
Timeline
Generic

Awadhesh Ranjan

Program Manager
Mumbai

Summary

Results-driven Program Manager with over 7+ years of experience in fintech, logistics, and supply chain operations. Successfully oversaw high-impact programs, streamlined delivery networks, and improved customer success metrics. Proficient in leading diverse teams, optimizing operational processes, and implementing scalable strategies to drive retention, revenue growth, and stakeholder satisfaction.

Overview

8
8
years of professional experience
6
6
years of post-secondary education

Work History

Program Manager (Customer Success)

CashFlo
08.2023 - Current
  • Led cross-functional Program & Operations teams to streamline transaction cycles and enhance overall customer satisfaction.
  • Designed and deployed flexible payment solutions, resulting in increased client retention and repeat usage.
  • Implemented CRM-driven workflow automation, reducing internal response times by 35%.
  • Created customer journey maps to identify onboarding friction and improve support resolution flow.
  • Drove upsell and cross-sell strategy execution, boosting customer revenue by 20%.
  • Spearheaded buyer engagement through daily follow-ups and reviews, improving collection rates from 44% to 62% and sustaining incremental monthly revenue growth.
  • Coordinated high-stakes escalations and aligned Product, Engineering, and Support teams for rapid issue resolution.
  • Built and maintained performance dashboards tracking key metrics such as NPS, churn, CSAT, IR status, and limit utilization.
  • Led strategic projects on onboarding optimization and credit control in partnership with Product, Tech, Credit, and BA teams.
  • Facilitated end-to-end onboarding and solution adoption for B2B clients in financial operations.
  • Resolved high-impact client issues through structured troubleshooting and root cause analysis.
  • Comfortable with frequent travel for client onboarding, support, and relationship management.

Cluster Delivery Manager

Tata Group
10.2021 - 08.2023
  • Oversaw delivery operations for four clusters, maintaining 98%+ SLA compliance.
  • Reduced average delivery turnaround time (TAT) by 20% through revised SOPs and staff training.
  • Lowered delivery cost per order by 15% via route optimization and volume planning.
  • Implemented compliance dashboards to flag regional issues early.
  • Led peak-period crisis responses, reducing operational failures by 50%.
  • Conducted field audits and upskilled team leads to improve adherence.
  • Introduced regional retention strategies tailored to local customer behavior.
  • Scaled process improvement pilots to 12+ clusters after successful trials.
  • Provided weekly performance insights to leadership to inform decision-making.
  • Led cross-functional teams in the management of multiple projects, facilitating communication between stakeholders to enhance collaboration and achieve project goals.
  • Developed and implemented project delivery plans to ensure timely execution of initiatives aligned with client expectations.

Key Account Manager

Wheelseye Technology
03.2019 - 10.2021
  • Managed strategic accounts (Amazon, Flipkart), sustaining 95%+ client satisfaction.
  • Negotiated contracts and drove 20% YoY revenue growth.
  • Conducted client reviews and integrated feedback to improve service delivery.
  • Developed custom dashboards for SLA tracking and transparency.
  • Launched cross-sell initiatives that increased average deal size by 25%.
  • Resolved key delivery issues affecting service adherence.
  • Forecasted demand patterns and implemented resource planning.
  • Mentored KAM juniors to improve client engagement standards.
  • Worked with product teams to roll out scalable enterprise features.

Senior Executive Officer

DTDC Express Ltd
05.2017 - 03.2019
  • Improved supply-chain performance through route and network optimization.
  • Standardized return handling, reducing turnaround time by 37%.
  • Coordinated with vendors and internal teams to solve service and inventory challenges.
  • Created dashboards to track issue resolution and customer KPIs.
  • Conducted ongoing SOP training to improve delivery accuracy.
  • Supported expansion into 18+ underserved zones via route trials.
  • Partnered with tech teams to implement shipment-tracking tools.
  • Analyzed delivery delays and implemented root-cause correction strategies.

Education

B. Tech - Mechanical Engineering

Lovely Professional University
Jalandhar, India
05.2013 - 05.2017

Higher Secondary (HSC) - Science

Dreamland School
Kolkata, India
04.2010 - 04.2012

Skills

  • Program & Project Management
  • Key Account Management
  • Escalation & Risk Management
  • Performance Analytics & Dashboards
  • Strategic Planning & Execution
  • Customer Success & Retention
  • Supply Chain & Operations Optimization
  • CRM Automation & Workflow Design
  • Cross-functional Collaboration
  • Team Leadership & Mentorship

Timeline

Program Manager (Customer Success)

CashFlo
08.2023 - Current

Cluster Delivery Manager

Tata Group
10.2021 - 08.2023

Key Account Manager

Wheelseye Technology
03.2019 - 10.2021

Senior Executive Officer

DTDC Express Ltd
05.2017 - 03.2019

B. Tech - Mechanical Engineering

Lovely Professional University
05.2013 - 05.2017

Higher Secondary (HSC) - Science

Dreamland School
04.2010 - 04.2012

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Awadhesh RanjanProgram Manager