Mohammad Caunain

Stepped in to stabilize the established wholesale distribution business during the family transition. Applied MBA coursework to drive operational and financial improvements.

• Directed P&L and inventory worth over 25 lakh across 8 godowns; managed credit cycles and collections from more than 50 retail distributors.
• Negotiated with over 15 manufacturers and suppliers for pricing, margins, and delivery schedules; improved procurement costs by 8%.
• Handled B2B order fulfillment and logistics for 50+ monthly dispatches; reduced delivery time by 1 day.
• Key Result : Applied operations management principles to stabilize the supply chain.

Lead a 17-member L1 support team managing 24/7 global IT operations for Goodyear Tire & Rubber Company across the US, EMEA, and APAC regions.

• Improved overall team SLA from 92% to 98% in 6 months by redesigning the shift handover and escalation matrix.
• Reduced ticket backlog by 30% through proactive problem management via ServiceNow.
• Partially managed major incidents and bridge calls for P1/P2 outages, coordinating with more than 20 resolver groups.
• Owned weekly/monthly WOR, MOR, and QOR decks; presented performance trends to Goodyear IT leadership.
• Trained and mentored eight new joiners; created SOPs that cut onboarding time from 45 days to 21 days.
• Tools : ServiceNow, SAP, Autosys, Power IQ, ICC, Microsoft 365.

Front-line support for Goodyear's global user base of over 25,000 employees.

• Resolved 60+ incidents and service requests per day, with a 94% CSAT across SAP, Active Directory, and VPN issues.
• Recognized with the 'Best Performer Award' for the highest FCR rate in the team.
• Created over 10 KB articles adopted globally, reducing repeat tickets by 18%.