Ashu Tiwari
Strategic Planning & Execution | Supply Chain Management | Customer Relationship Management | Business Analysis
Pune
Summary
- Versatile, highly skilled with academic records, and detailed oriented business professional with 11+ years of rich experience as Customer Service/Supply Chain Manager/Business Analyst/ERP across manufacturing and supply chain in the manufacturing vertical.
- Results – Oriented with demonstrated expertise in Customer Service, Supply Chain Management, and analysis of statistical data to determine inadequacies in business processes to forecast future risk and establish strategies for positive change.
- Results – Oriented, accomplished professional with demonstrated expertise in devising, building, and leading effective strategies for Key Account Management, Customer Segmentation, Demand Forecasting, Inventory Management, Customer Relationship Management, and Business Development.
- A demonstrated record of success in establishing relationships and motivating teams to produce consistent results in a series of leadership positions with well-reputed organizations. Holds a winning combination of technical knowledge, business acumen, communication, and an operational excellence mindset.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
7
7
Certifications
Work History
Associate Manager Customer Service
Avery Dennison India Private Limited
Pune
04.2022 - 07.2022
- Performed as Supply Chain & Customer Service Manager focusing on on-time customer delivery, Process Improvements, and Analyzing & Integrating supply chain, Marketing, Finance, and Sales Teams.
- Designed end-to-end service offering for Key accounts across the country and maintained a strong supply chain
- Created several excel templates to improve productivity and efficiency. Created an interactive dashboard using advanced excel for management reporting
- Responsible for forecasting demand, managing inventory, and planning the replenishment cycles at regular intervals to prevent product excess/shortfall situation
- Serving as a liaise between Supply Chain, Marketing, Sales, Finance & IT teams and providing business requirements, and analysis for IT solutions
- Tracked, Analyzed & interpreted trends in Sales and Inventory and created reports to track inventory
- Reviewed, Reported KPIs to senior management on a periodical basis. Motivated team to achieve the targets.
- Worked closely with the S&M team to design & Implement Strategies to improve lead time on product lines
- Liaise with business, supply chain, and operations to establish a differentiated service through OTIF, Flexibility, Reliability, next-day delivery, and other value-added services.
- Led scorecard reviews and ensured that stated business benefits are derived.
- Lead initiatives to review and increase NPS/CSAT/CES scores.
- Collaborated in the implementation of MAGMA ERP for inventory management and production with cross-functional teams. Had demonstrated business analysis to automate business processes.
- Led customer-centricity projects for Key and Strategic accounts.
- Find out competitor service delivery standards and activities and set up strategies within a company to exceed them.
- Led QMI and MDI meetings for customer service to collaborate with cross-functional teams.
- Resolved customer complaints and regularly updated the SFDC platform to build an accurate customer profile.
Assistant Manager Customer Service
Avery Dennison India Private Limited
Pune
08.2017 - 03.2022
- Orchestrated a culture of service excellence, driving customer-centricity and fostering cross-functional collaboration to optimize order fulfillment and communication, thereby elevating the overall customer experience.
- Pioneered the implementation of a comprehensive service program that substantially enriched the customer value proposition and elevated the end-to-end customer journey.
- Spearheaded the successful "Under 24 hours dispatch program" for select clientele, significantly amplifying customer satisfaction through expedited service.
- Served as the primary point of contact for all business requisites of Key and Strategic customers in the West India region, demonstrating a commitment to personalized and strategic customer support.
- Held the esteemed role of customer service lead for the Pune plant, extending dedicated support and insights to ensure seamless operations.
- Exhibited proficiency as a Super User of MFGPRO - ERP, collaborating closely with IT teams to articulate business requirements for fixes, reporting, and regular business insights, enhancing order management efficiency.
- Steered the nationwide EXACT program, collaborating with sales and cross-functional teams to meticulously manage inventory and make informed decisions on promoting or declining EXACT offerings.
- Skillfully managed customer complaints, effectively addressing concerns and nurturing customer confidence in the company's offerings and capabilities.
- Led a pioneering project involving the design and launch of the Avery Dennison Customer Portal, a significant venture originating from the customer service department.
Manager Customer Relation
Connell Brothers Company India Private Limited (On a continuity of services basis - Mascot Uni P L
Mumbai
11.2014 - 08.2017
- Fostered and nurtured meaningful relationships with key customers, laying the foundation for trust and collaboration, while strategically identifying growth opportunities to expand the customer base and cultivate favorable connections with new clients.
- Spearheaded a critical project focused on forecasting and material planning, effectively aligning consumption patterns to optimize inventory holding costs and address lead time challenges, resulting in enhanced operational efficiency.
- Successfully rationalized purchasing quantities to realistic levels, a move that significantly boosted service levels while concurrently driving down purchasing costs.
- Engineered a paradigm shift in operational and inventory management by introducing innovative replenishment strategies, yielding substantial savings of 5% in costs during the 2016-17 period.
- Skillfully nurtured relationships with esteemed Key accounts such as Emami, Johnson & Johnson, HUL, Cavinkare, Himalaya, and others, consistently ensuring client satisfaction and retention.
- Accelerated business momentum with key accounts by an impressive approximate of 10% within the initial six months of engagement, underlining a proactive approach to enhancing customer engagement and driving growth.
- Collaboratively orchestrated streamlined operations by effectively coordinating with the customer service team to ensure prompt invoicing and material dispatch, reinforcing a cohesive and customer-centric approach.
Deputy Branch Manager
ICICI Bank Limited
Mumbai
04.2014 - 09.2014
- Devised comprehensive action plans and formulated profit-driven strategies to bolster branch operations and cross-selling initiatives, with a core focus on minimizing customer waiting times, thereby significantly amplifying customer satisfaction.
- Assumed accountability for ensuring the seamless functioning of the branch, meticulously adhering to compliance standards, and executing decisions to optimize costs and cultivate revenue streams.
- Orchestrated an impressive enhancement in the branch's service level, elevating it from 78% to a remarkable 92% within a span of just 4 months, underscoring a results-driven approach to operational efficiency and customer service.
- Proactively orchestrated training sessions for the entire branch workforce, imparting vital knowledge on Compliance, financial fraud, and money laundering, a measure that contributed to upholding ethical standards and safeguarding financial integrity.
- Demonstrated expertise and commitment by obtaining the KYC certification for due diligence and fraud prevention, attesting to a strong dedication to regulatory compliance and risk mitigation.
Privilege Banker
ICICI Bank Limited
Mumbai
04.2011 - 03.2014
- Core accountability centered on fostering strong customer relationships, offering expert guidance and advisory support on available products and services, and executing cross-selling initiatives to introduce new offerings to both existing and prospective privileged customers.
Education
MBA - Marketing
Prestige Institute of Management And Research
Indore 07.2009 - 06.2011
Bachelor of Technology - Biomedical Engineering
Bundelkhand University
Jhansi 08.2005 - 05.2009
Skills
Proactive
Cross Functional Synergy
Customer Service
Customer Relationship Management
Process Improvement
Inventory Management
Demand Forecasting
Team Leadership
Project Management
Data Analysis
Reporting and Dashboards
Problem Solving
Communication
Strategic Planning
Stake Holder Management
Data Driven Decision Making
Trend Analysis
Order Fulfillment
Business Requirement Analysis
Cross Selling Strategies
Key Account Management
Certification
Root Cause Analysis: Getting to the Root of Business Problems
Softwares and Tools
MFG Pro ERP, Microsoft Power BI, IBM Cognos BI (User Interface), Sales Force Dot Com (User Interface), JD Edwards ERP, Microsoft Excel, Infosys Finacle.
Timeline
Root Cause Analysis: Getting to the Root of Business Problems
07-2023
Introduction to Data Science
06-2023
Project Management Foundations
01-2023
Smartsheet Essential Training
01-2023
Customer Experience Leadership
10-2022
Key Account Management
10-2022
Customer Service Leadership
09-2022
Associate Manager Customer Service
Avery Dennison India Private Limited
04.2022 - 07.2022
Assistant Manager Customer Service
Avery Dennison India Private Limited
08.2017 - 03.2022
Manager Customer Relation
Connell Brothers Company India Private Limited (On a continuity of services basis - Mascot Uni P L
11.2014 - 08.2017
Deputy Branch Manager
ICICI Bank Limited
04.2014 - 09.2014
Privilege Banker
ICICI Bank Limited
04.2011 - 03.2014
MBA - Marketing
Prestige Institute of Management And Research
07.2009 - 06.2011
Bachelor of Technology - Biomedical Engineering
Bundelkhand University
08.2005 - 05.2009