Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rupali Ashwin Shah

Dubai

Summary

Dynamic operations leader with a proven track record at Pinnacle Packing Industries LLC, driving a significant 18% reduction in operational costs through strategic process optimization and vendor management. Adept in team building and quality control, I excel in enhancing production efficiency and achieving organizational goals.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Head of Operations

Pinnacle Packing Industries LLC
Dubai
03.2018 - Current
  • Spearheaded all plant operations including production, warehousing, procurement, finance, and strategic planning for a mid-sized manufacturing unit producing bubble rolls, BOPP tapes, stretch films, and corrugated cartons
  • Led cross-functional teams of over 150 employees to meet operational KPIs and deliver high-quality packaging products
  • Reduced operational costs by 18% annually through lean inventory practices, vendor negotiations, and process streamlining
  • Increased OEE by 23% by introducing automation and continuous improvement initiatives
  • Improved procurement efficiency by 30% and reduced material stock-outs by 90%
  • Worked closely with finance to improve margins by 14% YoY and ensure accurate budgeting
  • Established SOPs and frameworks for safety and ISO 9001 compliance

Sr.Manager - Operations

ITWS
03.2016 - 02.2018
  • Reduced Manufacturing Costs by 20% by reengineering welding equipment assembly lines and optimizing inventory management systems
  • Standardized 12+ Core Production Processes across facilities, ensuring uniformity in tool calibration, welding safety compliance, and quality assurance
  • Boosted On-Time Deliveries by 28% through lean scheduling, vendor alignment, and real-time tracking of welding consumables and tools
  • Strengthened Procurement Strategies, achieving a 15% cost reduction by renegotiating supplier contracts and implementing a just-in-time (JIT) sourcing model
  • Led Cross-Functional Kaizen Projects, cutting production lead times by 25% and enhancing throughput on welding system lines

Sr. Manager - Service Delivery

Parekh Integrated Services Pvt. Ltd.
01.2011 - 01.2016
  • Reduced Logistics & Fulfillment Costs by 22% by optimizing 3PL contracts, consolidating distribution routes, and renegotiating vendor SLAs across 13 business lines
  • Standardized End-to-End Delivery Processes for surgical, medical, and beauty categories, ensuring consistency in TAT, packaging compliance, and last-mile delivery KPIs
  • Increased On-Time Deliveries by 30% through route optimization, real-time tracking integrations, and restructured 3PL partnerships across Tier 1 to Tier 3 cities
  • Led Business Process Reengineering Initiatives that improved service quality and reduced operational cycle times by 18% across all lines of business
  • Formed a Centralized Order Processing Team, eliminating regional inconsistencies, reducing order errors by 35%, and improving order processing speed by 40%
  • Established a Centralized Payment Collection Unit covering Pan India operations, leading to a 25% improvement in cash flow, faster reconciliation, and reduction in DSO (Days Sales Outstanding) by 20%
  • Implemented KPI-Driven Governance Models with real-time dashboards to track delivery SLAs, cost metrics, payment collection efficiency, and vendor compliance
  • Successfully Integrated 13 Lines of Business under a unified logistics framework, driving cross-functional synergy and scalability in service operations

Assistant Manager - Training & Quality

V Customer / Serco
01.2010 - 01.2011
  • Increased Training Throughput by 30% by streamlining batch scheduling and optimizing trainer-to-trainee ratios across telecom and insurance verticals
  • Designed & Deployed 20+ Customized Training Modules tailored to process-specific needs, enhancing product knowledge, soft skills, and compliance readiness
  • Improved First Pass Yield (FPY) by 25% through targeted refreshers and post-training assessments aligned with real-time quality data
  • Reduced Agent Error Rate by 18% by integrating quality insights into training content and driving continuous learning interventions
  • Achieved 95%+ Training Effectiveness Scores (Kirkpatrick Levels 1 and 2) through engaging delivery techniques and scenario-based learning formats.
  • Developed a Quality Monitoring Framework that aligned with key SLAs (AHT, FCR, Accuracy), ensuring coaching loops were data-driven and action-focused
  • Implemented Learning Management System (LMS) to track trainee progress, certification, and post-training performance, enhancing visibility and compliance

Senior Executive - Training & Quality

Wipro BPO Solutions Pvt. Ltd.
01.2005 - 12.2009
  • Designed and Delivered 40+ Comprehensive Training Modules across voice & accent, communication, process, sales, and product training, improving new hire performance by 35%
  • Increased Training Throughput by 28% by optimizing batch size, leveraging blended learning, and streamlining onboarding schedules
  • Led End-to-End Quality Management, resulting in a 20% reduction in compliance errors and a 15% boost in call accuracy through structured audits and RCA-based retraining
  • Implemented Module Refresh Framework, ensuring training content remained aligned with evolving business needs, regulatory changes, and product updates.
  • Enhanced Service Delivery Metrics (AHT, FCR, CSAT) by integrating QA findings into ongoing training strategies and coaching cycles
  • Established a Continuous Feedback Loop between Training, Operations, and Quality, ensuring consistent knowledge refreshers and performance alignment

Education

Bachelor of Management Studies -

01.2000

Skills

  • Strategic Operations Management
  • Project Leadership & Execution
  • Process Optimization & Reengineering
  • Business Development & Expansion
  • Marketing & Brand Strategy
  • Revenue Growth & Profit Maximization
  • Change Management & Innovation
  • Trusted Advisor & Strategic Partner
  • Leadership Skills
  • Plant Operations & Supply Chain Strategy
  • Inventory Planning & Cost Optimization
  • Quality Control (ISO 9001, 27001, BS 7799)
  • Production Scheduling & Lean Manufacturing
  • Vendor & Procurement Management
  • Strategic Planning & CAPEX/OPEX Optimization
  • ERP/MRP Systems (SAP, Oracle)
  • AI Tools for Process Automation
  • Team Building & Performance Management

Certification

  • Be10x AI Tools Workshop, 2024, leveraged AI tools to reduce turnaround time by 25%, cut operating costs by 18%, and enhance team productivity through automation in production and reporting processes
  • Six Sigma Certification
  • ISO 9001, 27001 compliance training
  • Kaizen Certified
  • Green Belt in Leadership Intervention Program

Timeline

Head of Operations

Pinnacle Packing Industries LLC
03.2018 - Current

Sr.Manager - Operations

ITWS
03.2016 - 02.2018

Sr. Manager - Service Delivery

Parekh Integrated Services Pvt. Ltd.
01.2011 - 01.2016

Assistant Manager - Training & Quality

V Customer / Serco
01.2010 - 01.2011

Senior Executive - Training & Quality

Wipro BPO Solutions Pvt. Ltd.
01.2005 - 12.2009

Bachelor of Management Studies -

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Rupali Ashwin Shah