Kiran Kumar Rakyam

Experience

• 

  Amazon

  Sept 2008 - Jan 2017

  • Cost negotiation with carriers on truck order fulfilment• Responsible for smooth Network operations by continuously following up with carriers and fulfilment teams.• Focusing on the Inventory movement and management across the various fulfilment centers in NA region.• Develop policies and procedures to balance the cost and the inventory movement of FCs• Monitoring Inventory movements using internal tools to make necessary changes (adding adhoc loads, cancelling) to the pre-scheduled loads.• Posting alerts on customer orders, which acts as critical information for CS associates to help end customers with more accurate information on their order fulfilment status. • Identify risks and cost deliverables• Implement standard operating process, conduct process training and create work instruction manuals• Identify key improvement areas and implement process development programs Show less • Manage day to day operations by interacting with customers and cross functional teams• Monitoring and driving changes by closely working with Work Flow team and management in safeguarding service levels.• Responsible for managing, coaching and driving the performance of the customer service team• Direct interactions with stakeholders and customers to understand and meet business demands• Responding to issues such as service inquiries, problem resolution and Kindle troubleshooting• Develop, refine and implement customer service process guidelines and organization policies • Measure customer satisfaction index and improve services• Documenting escalations, deliver feedback, build awareness and improve process knowledge for the team.• Conducting weekly audits and having calibration calls with other sites. Show less • Identify customer concerns, investigate and resolve problems• Handle customer inquiries and kindle troubleshooting• Implement initiatives which improve customer service responsiveness• Maintain high levels of communication within customer service team and other stakeholders involved.• Achieving assigned productivity parameters / metrics• Team building and supporting team members by sharing the workload in times of crisis and absenteeism• Participate in cross functional activities and Kaizen Projects Show less

  • Program Manager

    Sept 2014 - Jan 2017

  • Customer Service Team Lead

    Feb 2010 - Sept 2014

  • Customer Service Associate

    Sept 2008 - Feb 2010
• 

  Sears Holdings India

  Jan 2017 - now

  • Leading a team of 30+ Analysts, Sr.Analysts and Asst.Managers who are responsible for handling end to end replenishment process by looking at various parameters to ensure optimal inventory levels at dc’s/stores• Ensure inventory control needs are consistently met by improving and developing inventory management process and procedures.• Drive team to render quality service to stakeholders in different divisions/categories and applying best practices to achieve desired results• Identify key areas of concern, implement process improvement projects to eliminate non value added tasks in order to save cost and ensure continuous improvement• Coordinating with HR recruitment team in hiring top talent• Build strong relationships with stakeholders to develop and execute strategic plans to drive profitable growth, and ensure common goals are aligned and delivered• Create healthy work environment by following and enforcing company policies and procedures. Show less

  • Delivery Manager

    Aug 2022 - now

  • Group Manager - Head of Inventory Management India

    May 2019 - Jul 2022

  • Operations Manager - Inventory Management

    Jan 2017 - Apr 2019