Summary
Overview
Work History
Education
Skills
Awards
Core Competencies
Timeline
Generic

Sivakumar Surakala

Summary

Dynamic Business Operations Analyst with a proven track record at Accenture India, enhancing supply chain efficiency and driving a 20% increase in customer satisfaction. Skilled in data analysis and project management, I excel in fostering stakeholder relationships and implementing cost reduction strategies while ensuring compliance and operational excellence.

Overview

9
9
years of professional experience

Work History

Business Operation Analyst - SCM, Logistics & Fina

Accenture India
Chennai
09.2024 - Current
  • Managed a portfolio of clients to enhance partnerships and drive growth.
  • Collaborated with leadership and key stakeholders to align on client objectives.
  • Mentored team members while communicating client goals across departments.
  • Conducted comprehensive data-driven account reviews to identify improvement opportunities.
  • Served as primary contact for escalations and root cause analysis.
  • Conducted regular audits to ensure compliance with operational standards.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Developed and implemented operational strategies for optimizing efficiency, improving customer service, and reducing costs.
  • Conducted variance analysis to identify discrepancies and recommend corrective actions.
  • Managed supply chain operations to optimize inventory levels and reduce costs.
  • Tracked shipments to ensure on-time deliveries while minimizing transit costs.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Utilized ServiceNow, Salesforce, Contrax, BICI, Payment, and Cash Applications effectively.

Subject Matter Expert - Supply Chain Management, Logistics and Finance

Infosys BPM Limited
Pune
05.2023 - 09.2024
  • Managed and coordinated the daily operations of the logistics department, resulting in a 15% increase in productivity and a 10% reduction in order processing time.
  • Developed and maintained relationships with suppliers and customers, leading to a 20% increase in customer satisfaction and a 15% improvement in supplier performance.
  • Monitored and managed inventory levels, reducing stockouts by 25% and improving inventory turnover by 20%.
  • Collaborated with cross-functional teams to optimize warehouse layout and inventory management, resulting in a 15% increase in storage capacity and improved order fulfillment efficiency.
  • Developed and executed a transportation cost optimization strategy, resulting in a 10% reduction in transportation expenses while maintaining on-time delivery rates.
  • Negotiated contracts with transportation vendors, achieving a 15% cost savings on shipping expenses.
  • Analyzed logistics data and identified inefficiencies in the supply chain, leading to the implementation of process improvements that reduced overall transportation costs by 20%.
  • As a part of the Logistic CoE team, coordinating with suppliers, HUB/store and customer contact center to ensure on-time delivery.
  • Mainly dealing with external order operation functions including purchase order confirmation, invoice cancellation process, unconfirmed order follow-ups with the suppliers, delayed orders follow-up.
  • Maintaining accurate records of all chasing activity, attend regular meetings to ensure all relevant debts are managed as necessary.
  • Dealing with HSBC UK critical customer as per business instructions.
  • Investigated Office of Foreign Assets Control (OFAC) inquiries, maintaining adherence to international sanctions.
  • Direct Debit, CC and Cheque SPOC and Working on rejection and amendments.
  • Validating customer contracts and ensure we are billing as per signed contract.
  • Supported internal and external audit inquiries, ensuring accurate financial reporting
  • Resolved the invoice disputes of a country, which had a significant impact on the financial stability and business relationships between companies involved.
  • Analyzed invoice disputes and identified areas of improvement, resulting in improved accuracy and reduced errors.
  • Collaborated with external stakeholders to ensure timely resolution of invoice disputes.
  • Handling the SOP as per the client requirement and getting timely approval from the client on the new update or process update.
  • Work together with teams of specialists to execute process enhancements. To find and fix quality problems, carry out root cause analysis studies.
  • As a subject matter expert, managing schedules and huddles, Providing more assistance to employees and training for new hires.
  • SAP, Blueberry, Ultima, EPG (Electronic payments gateway), JIRA Fixit

Customer Service Executive – Project Management

Tata Communications Transformation Services Limited
Chennai
10.2022 - 05.2023
  • Worked on multiple project delivery of UK carrier & enterprise customers by prioritizing the customer needs & requirements
  • Kept projects on schedule by managing deadlines and adjusting workflows. Responsible for project scope, time estimates and cost control.
  • Monitoring and escalating different stakeholders at the right time to achieve the project goals and committed date.
  • Build strong relationships with internal and external stakeholders and devised strategies, initiatives and events promoting collaboration.
  • Weekly calls with Customer to discuss about the project journey, risk factors and mitigation plans.
  • Preparation of dashboard on the key stats in different phases of the project along with improvement ideas.
  • Impact analysis on the risk & root cause analysis on the issues by implementing corrective & preventive measures.
  • Effective time and escalation management to deliver the customer requirements on time by following up with the higher-level teams.
  • JIRA - Project management tool, Amdocs Clarify, SOM - CRM, Task flow. SAP

Process Specialist – Telecom Expenses Management

Inspirdge IT Solutions
Visakhapatnam
09.2019 - 10.2022
  • Working as a stakeholder in providing the support to the users (Wire line, Wireless and Utilities)
  • Clearing invoice disputes, which had a substantial impact on financial stability and economic relationships among the enterprises concerned.
  • Collaborate Accounts Payable and receivables for day-to-day activities and various improvement.
  • Assisting the finance CoE team in the investigation if any mismatch happens between invoices and purchase order.
  • Accessing vendor portals to validate the user and account details.
  • Cost optimization.
  • Working on Salesforce (CRM Tool) tickets to create appropriate case types per the user’s requirement or need.
  • Expertise in dealing with the API (Application program Interface) process.
  • Doing regular follow ups with the solution center agents to obtain missing information in case descriptions via Salesforce chatter, Email, calls or through the Skype. Also, will do follow ups with the requesters/users for the useful information which is required to update in the case.
  • Worked with Team Members and had a client calls to avoid the escalations and stream line the current process to achieve desired results.
  • Educated and enforced team members to follow the current and updated SOP and approach associated stake holders to create appropriate business cases.
  • Possess strong knowledge of business operations in Emergency Management and Operations.
  • Escalating global billing issues to established escalation path and support structure and provide timely updates to clients.
  • Document issues and working with other functional groups to develop updated processes and workarounds.
  • Telecom Tracker - To check users service line details, account details, billing information, profiling data etc.
  • Salesforce CRM, Impact Reporting, Telecom tracker data base and Microsoft - Word, Excel, Outlook.

Operations Associate – KYC and Merchant Onboarding

One97 Communications Ltd (PAYTM)
Visakhapatnam
12.2016 - 06.2019
  • Conducted Know Your Customer (KYC) checks to ensure compliance with regulatory requirements.
  • Managed online banking user access, ensuring seamless transactional experiences.
  • Addressed merchant services inquiries and resolved bank-related issues.
  • Collaborated with business partners to streamline transactional activities and conducted research as needed.
  • Unlimited Merchant Onboarding Operations (QUALITY CHECK).
  • Detailed Verification of documents and background check of merchant.
  • Co-ordinating with Compliances team and Business Team on Daily Basis.
  • Co-ordinating with Legal and Finance team commercials and supporting documents for merchant onboarding in case of any legal issue raises.
  • Responsible for KYC, updating the status to Business team in order to avoid Duplicate accounts and directing Business team on terms and conditions.
  • Responsible to publish daily audit report and assist the team members to increase the performance with better quality
  • Interacting with the resources and briefing them about the process.
  • Maintaining Master Database and Attrition report
  • Salesforce CRM, Microsoft - Word, Excel, Outlook.

Education

BSc - Computer Science

Andhra University
Visakhapatnam

Skills

  • Telecom expense management
  • Supply chain management
  • Inventory management
  • Transportation management
  • Supplier relationship management
  • Warehouse management
  • Data analysis and reporting
  • Process improvement
  • Banking and finance
  • Procure to pay (P2P)
  • Order to cash (O2C)
  • Project management
  • Global stakeholder management
  • Customer service
  • Customer relationship management
  • Cost reduction strategies
  • Team collaboration

Awards

Bravo Award II: Focus on Execution, Bravo Award III: Customer Centricity, Certification of appreciation, Outstanding and valuable contribution

Core Competencies

  • Problem Solving
  • Time management
  • Attention to Detail
  • Analytical Thinking
  • Critical Thinking
  • Collaborative & Proactive

Timeline

Business Operation Analyst - SCM, Logistics & Fina

Accenture India
09.2024 - Current

Subject Matter Expert - Supply Chain Management, Logistics and Finance

Infosys BPM Limited
05.2023 - 09.2024

Customer Service Executive – Project Management

Tata Communications Transformation Services Limited
10.2022 - 05.2023

Process Specialist – Telecom Expenses Management

Inspirdge IT Solutions
09.2019 - 10.2022

Operations Associate – KYC and Merchant Onboarding

One97 Communications Ltd (PAYTM)
12.2016 - 06.2019

BSc - Computer Science

Andhra University

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Sivakumar Surakala