Kashif Akhtar

Operations & Supply Chain Executive with 7+ years of progressive experience driving service excellence across 6+ Authorised Service Partners (ASP) & 4 Authorised Service Centres (ASC). Proven expertise in inventory optimization (₹15+ crores), reverse logistics management, and multi-location team leadership (15+ engineers).

Current achievements: 35% repeat repair TAT reduction, 98.5% SLA compliance, ₹30L annual cost savings, and 125% revenue target achievement.

OPERATIONS EXECUTIVE – Supply Chain & Service at Mepro Technology India Private Limited (Xiaomi India Service Operations) (2026-04 – Present)

• Direct end-to-end after-sales service operations for Xiaomi flagship portfolio across 150+ authorized service centers (DESC/ASP/ASC), managing ₹50+ crores inventory value and ensuring compliance across all regional stakeholders
• Collaborate with regional teams (ASM, ZSM, RSM), warehouses, vendors, and 3PL partners to optimize service execution and cost efficiency
• Optimized spare parts allocation across 4 regions, reducing logistics costs by 12% (₹30L projected savings) while maintaining 98% stock availability
• Managed PAN India forward & reverse logistics, processing 5000+ warranty claims monthly with 98.5% SLA compliance
• Executed inventory audits improving accuracy from 94% to 99%, reducing shrinkage by ₹8L annually
• Developed operational dashboards for real-time KPI visibility (TAT, stock availability, SLA compliance), enabling data-driven decision-making for 4 regional teams
• Implemented 12% cost reduction through KPI analysis-driven process improvements
• Managed ₹15L+ monthly payment collections, invoice processing, and accounts receivable reconciliation; resolved complex customer escalations while ensuring warranty compliance

SERVICE CENTER MANAGER – Service Operations at Infotel Sales and Service India Pvt. Ltd (2023-05 – 2026-04)

• Led service center team of 5 staff managing 45+ daily service tickets; achieved 94% first-time resolution rate
• Improved CSAT from 82% to 95%, NPS from 68 to 99 (top 31% performer in Xiaomi network)
• Reduced TAT from 6 days to 4 days through process optimization; improved repair completion rate from 87% to 96%
• Managed ₹13L+ monthly spare parts inventory with 99% accuracy; coordinated reverse logistics for 150+ defective units monthly
• Reduced warranty claim processing time by 20% through streamlined documentation and compliance protocols
• Generated ₹4L+ annual revenue through extended warranties and accessories; drove 125% achievement of accessory sales targets

SERVICE CENTER MANAGER – Service Operations at B2X Service Solutions (2020-01 – 2023-05)

Managed authorized Xiaomi service center with 3 engineers and 2 support staff; maintained 95%+ CSAT and 92% SLA compliance. Managed ₹15L+ monthly inventory with 99% accuracy; processed 450+ calls monthly. Implemented 5 process improvement initiatives enhancing operational efficiency by 15%.

CUSTOMER SERVICE REPRESENTATIVE – Service Operations at B2X Service Solutions (2019-10 – 2020-01)

Handled 50+ daily customer interactions with 92% satisfaction rating; provided technical support and managed service ticket lifecycle.

INVENTORY & SERVICE OPERATIONS INTERN at Samsung India (2018-05 – 2018-12)

Supported inventory management for Home Appliances division; conducted stock reconciliation and warehouse coordination across multiple locations.

Bachelor of Arts in Political Science – Vinoba Bhave University (2026)