USHA NAIR

Contact:+91 - 9881100275 ~ E-Mail:usnair_n10@yahoo.co.in

A professional with Order Management and Business Application Support skills looking for challenging roles in organization of
repute.

PROFILE SUMMARY
 9 years of experience in IT sector for the fields that includes: Procurement of capital equipment and purchased
services, Commercial awareness, International Logistics & STPI Compliance skills and Business Application Support in
IT sector.
 Customer concern resolutions related to Product Licensing and Service support.
 Highly proficient with SAP & ERP Systems– Order Management module.
 Escalation and Queue Management
 Works /queries. with limited guidance on projects within defined criteria
 Capable of motivating team members for achieving the individual and business goals.
 Process Quality Audit and monitoring support.
 Comprehensive experience in numerous process improvement & operational excellence initiatives with respect to
customer satisfaction.
 Expertise in interfacing with internal departments for Business purposes.
 Manage and deliver work with a very high degree of accuracy, whilst meeting tight timescales and deadlines
 Process Migration, Developing procedures & Service standards for business excellence and continuously review and make changes as per requirement.

ORGANISATIONAL EXPERIENCE

Since Jan’07: Avaya India Pvt Ltd.

Growth Path:
June’16 : Business Planning and Operations Manager (Promoted to Next Level of Management )
Jan’14 – May’16: Product Support Operations Manager
July’11 - Dec’13: Operations Support Manager
Mar’08 - June’11: Operations Support Associate (Promoted to Regular Employee for Avaya)
Jan’07 - Feb’08: Admin Support– Operations - Kelly Services (Contractor Position) C/O Avaya India Pvt. Limited

Key Result Areas

 Allocating daily jobs and monitoring the team performance.

 Performing Defect analysis and providing resolution to internal stakeholders (Order Management, Deal Desk, Global Service Support etc) and External
Direct Customers (Partners, Distributors).
 Worked as a part of the Corporate Operations team to ensure timely and accurate processing of transactions as per the defined process guidelines
 Interacting with upstream and downstream processes and the IT team to resolve order/customer related issues.
 Local point of contact for escalations on issues pertaining to product, licensing, SKU and application functionality
 Prioritizing escalation requests within team and providing the requestor with right solutions for its closure.
 Regular monitoring of the request queue and handing work allocation.
 Providing Case closure and pending reports to higher management.
 Provide expertise, support, and testing on new product launches, roadmaps, and key business projects/ processes.
 Worked with Project Team to support issues which impact business stakeholders.
 Worked as part of internal focused team (Learning & Development) to ensure all training needs are met for the team members which leads to better
performance and individual career growth.
 Attending Global calls pertaining to resolution of issues across Geos (APAC, EMEA, AMER)
 Prepare Job aids and Workarounds for new product process.
 Generating Manual Reports for Audit Compliance , reporting as per Business requirement
 Worked on project assignments for new part code creation (from inception to Global release of the product), Major and Minor lifecycle changes in
configurator ordering tools (SAP)

Achievements
 Successful launch of New Product Implementation Globally in the commercial tools –which enables customers to order product via purchasing tools based on
the requirement.
 Worked with IT to develop various self service concurrent tools (HPSM) which eliminate manual transactions to save time and faster customer resolution.
 Participate in various process improvement projects related to post commercial product support.
Key Result Areas: Operations Support Manager
 Manage and process requests for IT equipment / services from all departments.
 Obtain Pricing and create quote & orders received from Business partners and direct customers.
 Track Order Fulfillment – from quote to contract to delivery to invoicing and post-delivery support.
 Liaising with suppliers and following up on lead times and stock availability to ensure prompt delivery to meet project deadlines.
 Manage planning, scheduling and clubbing of import shipments for the same location for cost effectiveness.
 Work on high priority orders in coordination with cross functional teams and related agents for hassle free custom clearance at Indian ports and delivery of
equipment’s till site.
 Manage Vendor Payments via RFP (Request for Payment) process, creating comparative matrices, and determining total cost for the goods or services as
incurred is within the estimated budget.
 Ensure reliable and error-free Service delivery through day-to-day performance building on the relationships with internal customers and external agencies.
 Interacting with respective authorities for the resolution on issues with regard to import orders (short shipment, incorrect consignment, delayed lead time).
 Establish good rapport within cross functional teams to ensure timely deliveries & payments to relate to vendors.
 Manage Customer requests for Re-Export, De-Bonding, Inter Unit Transfer of Equipment’s.
 Ensure and follow regulatory compliance activities/paper work with Local STPI & Customs authorities.
 Renewal of STPI & Customs license for the STPI Bonded premises
 STPI reporting – Submission of Annual, Monthly & Quarterly Performance Report.
 Maintaining of MIS from logistics perspective to meet STPI & Customs compliance & Business requirement for Inter Unit Transfer, Scrapping and De-bonding on
time to time basis.
 Work in liaison with Lab Team for necessary equipment tracking coming in the STPI premises to support & promote efficient Asset Management and optimum
use of the available Lab space & resource.
 Support and cooperate the implementation of business contingency plans.
 Reporting for the Budget allocated for Lab purpose and expenses incurred on other common activities.

Achievements
 Received Global Appreciation for Proper Planning and Execution of Importing Shipments that enabled to save Shipment cost.
 Participate in Projects related to Asset Management – and thereby delivered Process improvements to use in-house Assets and controlled equipment purchase.
 Participate in Projects for Lab Space Management to manage inventory purchase.

Key Result Areas: Operations Support Associate

 Analyze the Request for Procurement received from various processes/departments
 Ensure meeting of timelines assigned to each step of procurement for successful completion
 Creation of Assets with Fixed Asset Team
 Processing request through ARIBA (ERP Tool)
 Ensure of releasing of PO within SLA
 Sending PO to Vendor/Supplier
 Updating the MIS for Request
 Ensure regular follow-up with vendors for on time deliveries
 Follow up for Proforma Invoice & Scrutinize the same.
 Apply for Import/Procurement certificate through CHA
 Ensuring Exemption documents at Clearing Port/CHA within 2-3 working days
 Follow up for Delivery/Documents & landing details.
 Co-ordination with CHA to clear the same within demurrage free period.
 Apply for Re-warehousing & Intimating BU's on arrival of Equipment’s.
 Track Order Fulfillment – from quote to contract to delivery to invoicing and post-delivery support.
 Preparing RFP’s (Request for Payment ) for Supplier/Service providers & get it approved from BU's
 Ensuring the payments to Service providers as per agreed Terms.
 Provide Quarterly Expense reports to respective Business Heads.

System Knowledge:

SAP I2P, B1P, PE1, (Create Quote, Sales Order, and Contract),
PLDS-Product Licensing Development System,
Ariba (ERP tool) to create purchase request & HPSM ticketing tool, One Source – Purchasing tool.

IT SKILLS

 Well versed with MS Office & Internet Applications

EDUCATION

 PGDBA (Business Operations) from Symbiosis Centre of Distance Learning (Pune) in 2012
 Diploma in International Trade from Indian Institute of Materials Management (Pune) in 2010
 Master in Arts (English Literature) from Hislop College (Nagpur) in 2003

PERSONAL DETAILS

Date of Birth : 9th November 1980

Address : J-306, Dwarka Vishwa, PL No. 88A, Sec-7, Indrayani Nagar, Bhosari - 411026
Languages Known : English, Hindi and Malayalam
LinkedIn Profile : https://in.linkedin.com/pub/nair-usha/8/b31/323
Location Preference : Pune