Akhilesh Kumar Tiwari

Operations Associate

Gurugram, Haryana, India18 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 11 years of experience in supply chain management.
ITIL V3 certified with expertise in cloud administration.
Proven track record in optimizing costs and enhancing customer satisfaction.

Stackforce AI infers this person is a Supply Chain Management professional with strong technical support and project management capabilities.

Contact

Skills

Core Skills

Supply Chain ManagementProject ManagementCustomer Service

Other Skills

Customer Relationship Management (CRM)Inventory ManagementCost OptimizationLogistics ManagementCustomer SatisfactionPerformance ReportingInternal TrainingSolution PresentationsCommunicationReport PreparationRelating to ClientsMaintenance ManagementThemesBusiness RequirementsClient Prospecting

About

As a Supply Chain Professional at IBM, I have over 11 years of experience in managing parts sales, inventory management, and technical support for various clients and partners in the US and India. I am ITIL V3 certified and have skills in cloud administration, customer relationship management, and project management. My mission is to deliver high-quality solutions that optimize costs, increase efficiency, and enhance customer satisfaction. In my current role, I lead a team of remote technical support engineers and coordinate with internal and external stakeholders to prepare and present performance reports, case studies, and solution proposals. I also coach the team on technical issues, conduct internal training, and track and communicate the utilization and occupancy of each team member. I have contributed to the successful implementation of multiple projects, such as the NPAC mail box, the HDD mailer project, and the AT&T parts administration center. I am passionate about learning new technologies and applying them to solve complex problems.

Experience

18 yrs 3 mos

Total Experience

5 yrs 7 mos

Average Tenure

13 yrs 2 mos

Current Experience

Ibm

4 roles

Supply Chain Professional

Apr 2023 – Present · 3 yrs 2 mos

Customer Relationship Management (CRM)Supply Chain Management

Supply Chain Analyst

Promoted

Apr 2013 – Present · 13 yrs 2 mos

Working as Supply Chain Analyst, currently managing US part sales and maintenance partners including inventory management and Cost Optimization. Ensure effective logistics management and customer satisfaction. Closing dispute cases raised by the customer / client. Coach the team on Remote technical issues as per project requirement. Coordinating with various clients to prepare weekly/Bi-weekly performance reports. Conducting internal training for team member as per project requirements. Preparing, managing, tracking, and communicating utilization and occupancy of each team member. Creation of Solution Presentations, Solution Note, Case Studies to highlight the key solution Tenets and winning theme to the customer. Responsible for performance reviewing and report generation of team members. Managing and maintaining mailboxes (Internal and external orders, price quotes, Internal and external sales/Part returns).

Inventory ManagementCost OptimizationLogistics ManagementCustomer SatisfactionPerformance ReportingInternal Training+3

Supply Chain Specialist

Promoted

Apr 2013 – Apr 2023 · 10 yrs

CommunicationCustomer Relationship Management (CRM)Customer Service

Remote Support Engineer

Apr 2013 – Dec 2016 · 3 yrs 8 mos

worked with ibm system as hardware support administrator and provide ibm server related issues like server errors and part failure and provide best customer service to ibm customer and ibm clients .

Ibm india private limited

parts administrator

Apr 2013 – Apr 2023 · 10 yrs · India

Ibm

Administrative Specialist

Apr 2013 – Apr 2023 · 10 yrs · New Delhi, Delhi, India

Working IBM India Pvt Ltd as a Team lead: Parts Sales Which is the part of IBM Systems (Supply chain management).
Performed multiple roles at IBM in Project Management, Service Delivery, Operations from a Technical support executive to Operations Created and maintained detailed project plans, including milestones, deliverables, and resources.
Performed risk management, scope management and issue management for project as when needed.
Presented standard project status reports and performed tracking on a weekly basis as required.
Performed Service Introduction, transition, reverse transition for multiple projects.

Exl services ltd

Senior Executive

Dec 2010 – Mar 2013 · 2 yrs 3 mos

Understanding customer requirements and fixing queries related to Gas and Electricity bills. Creating customer bills by providing correct readings. Coordinating between National Power Grid engineers and customers to provide solution for faulty meters. Conducting training for new hires in the team. Preparing training material and content curation for trainings. Auditing the quality of calls with SMEs for customer satisfaction.

Iqor

Senior

Jun 2009 – Dec 2009 · 6 mos

Communicate with customer to understand customer requirement to old pay day loans. Pitching different payment plans to customer. Reviewing customer outstanding balance of bills.

Ibm daksh

Senior

Jan 2009 – Sep 2010 · 1 yr 8 mos

Communicate with customer to understand customer requirement for student loans. Pitching different payment plans to customer. Reviewing customer outstanding balance of bills.

Aegis

Customer Care Executive

Nov 2007 – May 2009 · 1 yr 6 mos

Communicate with customer to understand customer requirement for loans and credit cards. Pitching different payment plans to customer. Reviewing customer outstanding balance of bills.