Ketan Kahandal

• Operations Management: Leading nationwide warranty service operations, handling over 2.3 million annual door-to-door and onsite claims, with a focus on optimizing TATs, enhancing CSAT, and streamlining escalation management
• Inventory Management: Overseeing inventory lifecycle management for 3,500+ SKUs supporting warranty operations across 15 locations, including predictive demand forecasting, procurement optimization, and warehouse distribution
• Product Management: Owning the product lifecycle for a next-generation warranty ticketing management platform, incorporating a customizable workbench, improved UI/UX, and advanced information visibility
• Successfully launched multiple ancillary products delivering measurable gains in customer experience, cost efficiency, and manpower optimization
• Strategic Management: Leading annual operating plan (AOP) development for the CX organization, ensuring strategic alignment across initiatives, optimizing budget utilization, and implementing expense governance frameworks

Key contributions

• Optimizing warranty inventory levels for 54 Cr to 19 Cr within a span 7 months through improve forecast modelling, timely ordering and excess release
• Drove a 11% (₹10 Cr) reduction in warranty goods expenditure by introducing repair process at testing centres, optimizing reverse logistics & extending product lifecycle
• Improving testing centre coverage from 67% to 78% across the country through courier network optimization
• Improving closure TAT for 90th percentile from 13 days to 11 days

• Operations Management: Led Pan-India customer service delivery, driving operational excellence across AHT, SLA compliance, refund ratios, and CSAT, with accountability for a 70+ member team; deployed automation tools and CRM platforms to improve escalation handling and service efficiency
• Product Management: Leading product initiatives aimed at elevating customer experience, driving the end-to-end deployment of AI-powered NLP chatbots and outbound call automation for proactive issue resolution and customer outreach
• Program Management: Leading cross-functional programs focused on reducing refund rates, enhancing customer experience, and establishing scalable omnichannel support infrastructure across voice, chat, and digital platforms

• Inventory Management: Architected and implemented a centralized inventory management system for packaging and RTE food materials, integrating demand forecasting, order automation, and real-time consumption tracking to ensure optimal stock availability across pan-India operations
• Operations Management: Directed regional kitchen operations with a focus on optimizing KPIs including Uptime, KPT, food ratings, cancellation rates, and real-time menu availability
• Category Management: Directed Pan-India breakfast category expansion, managing supplier acquisition, performance governance, and localized menu engineering to maximize customer satisfaction and category growth