Looking for a job

Harish Kumar Kaverappa

@harishkumarkaverappa

Message

I lead customer experience, supply chain, and multi-site operations that improve delivery performance.

India

Message

What I'm looking for

I'm looking to lead operations, customer experience, and supply-chain teams where I can improve SLA performance, delivery execution, customer outcomes, and cost efficiency through data, process redesign, and automation.

I've led operations, customer experience, and supply chain execution across Asian Lifts & Escalators, Bhanzu, Increff, and Furlenco. I coordinate factory schedules, installation SLAs, dispatch, workforce deployment, and escalations to keep customer commitments on track.

At Bhanzu, I raised US customer-experience CSAT above 93%, reduced missed calls from 26% to under 3% in 60 days, and lowered refunds from 3% to 1.2%. I also led a team of 16 specialists and cleared service backlogs to achieve under-24-hour ticket and escalation turnaround.

At Increff and Furlenco, I managed control-tower operations, 3PL partners, warehouse costs, demand planning, inventory fulfillment, and last-mile delivery. I've sustained 99.96% SLA compliance, built real-time supply-chain dashboards, and reduced transportation costs by 30% through fleet and route optimization.

Experience

Work history, roles, and key accomplishments

Current

Regional Manager – Operations & Customer Experience

Current

Asian Lifts & Escalators

Jan 2025 - Present (1 year 8 months)

Direct end-to-end regional operations, overseeing factory coordination, installation SLAs and on-ground delivery execution. Serve as primary escalation authority for high-priority CX issues and lead blue-collar workforce recruitment.

Operations Management Customer Experience SLA Governance Workforce Management SOP Enforcement Escalation Management

Senior Manager Operations – US Geography

Bhanzu

Aug 2024 - Dec 2024 (4 months)

Spearheaded US customer experience operations, lifting CSAT scores to >93% and achieving a 60% customer retention rate. Slashed missed-call rates from 26% to <3% within 60 days via triage workflow redesign and intelligent IVR restructuring.

Customer Experience CSAT NPS IVR Lean methodologies KPI Dashboards Team Mentoring Root Cause Analysis

Manager – Operations Control Tower

Increff

Apr 2022 - Jun 2024 (2 years 2 months)

Directed end-to-end multi-client Control Tower operations managing demand planning, inventory fulfillment and transportation across B2B and B2C channels. Maintained 99.96% SLA compliance while sustaining CSAT >90 and NPS >80.

Control Tower Operations demand planning Inventory Management 3PL Management WMS Looker SLA Compliance Cost Optimization

Deputy Manager – Operations Control Center

Furlenco

Sep 2016 - Apr 2022 (5 years 7 months)

Achieved a 30% reduction in transportation costs by optimizing fleet utilization, load planning and multi-drop delivery route consolidation. Scaled Pan-India logistics operations leveraging Locus routing technology, overseeing ~850 daily last-mile fulfillment tasks.

Logistics Operations Fleet Management Route Optimization LOCUS Demand Forecasting Capacity Planning Last Mile Delivery

Branch Manager – Sales & Service

Haiku Honda

Aug 2014 - Aug 2016 (2 years)

Managed complete dealership operations, pre-delivery inspections (PDI), customer journey touchpoints and post-sales grievance resolution. Analyzed voice-of-customer feedback to deploy operational fixes and drive profitability.

Dealership Operations Customer Service PDI Voice Of Customer Upselling Profitability Management

Team Leader – IT & Telecom

Reliance Digital

Mar 2012 - Aug 2014 (2 years 5 months)

Boosted customer satisfaction ratings by 25% and repeat purchases by 15% through standardized customer engagement and post-sales support SOPs. Controlled category inventory to prevent shrinkage and resolved negative stock reconciliations.

Customer Satisfaction Inventory Control SOP Implementations Stock Reconciliation Retail Operations