IMRAN KHAN N.K.

Led the setup of customer experience processes and workflows.

Managed a support team, providing mentorship, and monitoring performance.

Collaborated cross-functionally with engineering and operations for SLA optimization.

Implemented Freshdesk for ticketing, and defined escalation structures.

Reduced SLA turnaround time by 30% through process improvements.

Defined and tracked KPIs such as CSAT, FRT, and Resolution Time.

Developed documentation and trained staff to ensure service consistency.

Oversaw USA import logistics, including FTL/LTL management.

Coordinated with customs brokers for ISF filings and clearances.

Resolved delivery bottlenecks by aligning with carriers and warehouses.

Recognized for handling the highest shipment volume in August 2021.

Improved coordination efficiency with trucking and warehouse partners.

Managed PFEPs, demand planning, and ERP-triggered procurement.

Negotiated with suppliers, and oversaw timely material deliveries.

Developed inventory control strategies to reduce holding costs.

Reduced fastener lead times from 30 to 7 days via Kanban implementation.

Converted aluminum ordering to product-variant-specific supply to reduce scrap.

Reduced consumable suppliers to two, improving vendor management efficiency.

Coordinated transport (sea, air, road) for project logistics.

Maintained GRN/GIN systems, and ensured accurate material flow.

Reviewed inventory systems to manage spare parts availability.

Reduced non-moving stock and managed scrap elimination initiatives.

Supported logistics planning for new or modified facilities.

Coordinated project site logistics and material planning.

Managed the purchase order cycle and tracked delivery schedules.

Ensured timely delivery of materials, with minimal project downtime.

Improved PO tracking accuracy through vendor coordination.

Key Responsibilities:

Assisted in understanding elevator design specifications.

Supported procurement aligned with technical documentation.

Negotiated vendor quotes for cost-effective procurement.

Helped streamline component sourcing and improved material planning accuracy.

Contributed to reduced procurement costs by assisting in vendor negotiations.