SHARAD T.

Operations Associate

Delhi, Delhi, India15 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 8 years of experience in customer service and incident management.
Led cross-functional teams to improve supply chain efficiency.
Trained and managed a technical support team of 25.

Stackforce AI infers this person is a Supply Chain and IT Support Specialist with a strong focus on process improvement.

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Skills

Core Skills

Supply Chain ManagementLogistics ManagementTechnical SupportIncident ManagementCustomer Support

Other Skills

Inventory ManagementSupply Chain OperationsTeamworkBusiness Process ImprovementInformation Technology InfrastructureCustomer Service RepresentativesTechnology ServicesService Desk ManagementTroubleshootingRemote User SupportCustomer ExperienceCustomer ServiceBusiness DevelopmentMarketingNetworking

About

Professional Summary A highly self-motivated professional, with strong interpersonal skills and global mindset, the drive and passion for knowledge and hands on experience in working with multi-disciplinary teams. • Strong leadership and problem-solving skills. • Strong believer in hands on approach to problem solving and helping team members. • Planning, Organizing and Managing resources to bring about the successful completion of specific project goals and objectives • Business Process and Requirement analysis and documentation, • Risk analysis and mitigation, Infrastructure Audit and solutions. • Process re-engineering, Disaster recovery plans, Project and program management, and Cross-group facilitation/communication and risk mitigation. • Experience in ITIL, Incident and Problem Management, tracking, reporting and control. • Cross-group facilitation/communication and risk mitigation. • More than 8+ years of experience in customer service, escalation management and Incident & Problem Management.

Experience

15 yrs 8 mos

Total Experience

3 yrs 11 mos

Average Tenure

6 yrs 8 mos

Current Experience

Ibm

Supply Chain Professional

Sep 2019 – Present · 6 yrs 8 mos · Gurugram, Haryana, India · On-site

Managed end-to-end manufacture of products, procurement, distribution, logistics, fulfillment, planning and enhancements to existing processes and systems
Consolidated supplier base while maintaining redundant sources of supply to reduce transit expenses and improve timely delivery
Managed availability of supplies from vendors ensuring core items were on hand to keep inventory values low and consistently moving
Increased global supply chain efficiency by leading cross-functional teams and enabling supplier integration and management technology tools, upgrades
Coordinated supply orders to meet consumer demand and minimize costs
Streamlined inventory management processes to reduce supply chain costs and improve efficiency
Reviewed orders for accuracy to minimize incorrect shipments
Processed and submitted required number of orders daily and expedited delivery to maintain customer satisfaction

Inventory ManagementSupply Chain OperationsSupply Chain ManagementLogistics Management

Ibm india pvt. ltd.

Sr. Technical Support Officer-IBM Cloud Help-desk

Jun 2013 – Sep 2019 · 6 yrs 3 mos · Gurgaon, India · On-site

Handled a team of 25 and trained them on proper troubleshooting steps
Researched and identified solutions to technical problems
Responded to customer inquiries and provided technical assistance via phone or email with in the stipulated timeline.
Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.

TeamworkBusiness Process ImprovementTechnical SupportIncident Management

Convergys india services pvt. ltd

Technical Support Officer

Aug 2011 – Mar 2013 · 1 yr 7 mos · On-site

Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
Enhanced user satisfaction by innovating an on-boarding process for new software deployments.
Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

Technical SupportInformation Technology Infrastructure

Ibm daksh business process services ltd

Customer Care Officer

Jan 2010 – Mar 2011 · 1 yr 2 mos · On-site

Coordinated timely responses to online customer communication
Evaluated interactions between associates and customers to assess performance
Explained online self-help options to promote additional support choices
Provided excellent customer service by efficiently resolving issues
Advising the customer about the new applications and services offered by Sprint.

Customer SupportCustomer Service Representatives