Swarup Krishna

Keen Strategist & Implementer with strong business acumen; managing entire large-scale OTC operations with key focus on customer, cost & team development; track record of working within a business with rapidly expanding operations, and leading process improvements within the organization while building and motivating staff.

Customer Care

Mind-set - Build great relationships, act as a SPOC of customers by taking full ownership of order fulfillment, scheduling and cash collection; influence customers and drive cash results as well as customer satisfaction.

Effective People

Manager, A Role Model with competency in leading, coordinating, training, developing & motivating the team and working closely with various high level partners within the geographic region. Visionary, Architect & Catalyst to drive transition and deliver better outcomes; champion for change, technology innovation & adoption and process improvement to support attainment of client goals and operational success. Trusted in crisis - often called upon to bring initiatives and business back to track; take ownership for standardization, automation to improve the way of doing business.

Ownership, entrepreneurial attitude to drive issues towards resolution. Sharp analytical skills, high resilience and tenacity to turn adversities into great opportunities for the team and business; ability to simplify complex problem statements and think outside the box.

Senior Analyst - Operations (Order Management) | Team Leader | Pitching Manager at AB INBEV- Budweiser (GCC) (2018-03 – 2025-08)

Function as a part of the team to drive sales and order management for the Labatt Breweries, Ontario region. Create new orders for the Beer stores in Ontario and support in order management and editing through calls and e-mails like deleting or recreating the orders, and develop add-loads (extra loads sent to the beer store for the excess sales).

Key Focus: Transition of Order Management & Order Taking, Inventory Deployment and Transport Planning | Process Re-designing and Automation | Executive-level Stakeholders Relationship Building | Operational Improvements.

• Reinvigorate entire process operations and identify improvement areas to maximize customer satisfaction level and minimize process gaps; validate & verify improvement ideas and certify the same
• Champion new initiatives, training & process excellence plans for the organization
• Member of the team who visited Canada for transition in Oct 2015 and UK in Jan 2017
• Train and assist new team members; allocate work; monitor team performance; maintain the workflow, production, performance, and attendance data, and ensure quality driven work and meeting of clients' expectations
• Ensure meeting of the SLA while driving Operations Team for contributing to business results
• Work closely with onshore team to ensure that areas of concern are worked upon to improve service levels
• Formulate & publish Key Performance Indicators (KPIs) to stakeholder and senior management
• Establish in-house quality standards and ensure high-quality deliverables while adhering to the SLAs

Subject Matter Expert/ Analyst- Operations (Order Management) at Accenture (2015-08 – 2018-02)

Contributed towards Order Management and Sales Operations. Performed market research, forecasting, invoicing, and reconciliation activities. Ensured revenue integrity and delivered a successful financial quarter close. Key Focus: OTC | Customer Contract Management | Training New Joiners | Process Implementation | Quality Checks for Orders | KPIs/SLAs Management | Automation | Transition.

• Ensured accurate and timely processing of orders as per customer purchase orders and in accordance with order management system and service level agreements, in full compliance with company policies and procedures
• Partnered with stakeholders to identify/implement opportunities for business process improvement to effectively manage costs, integrate new and existing businesses, and adapt to changes in the business and regulatory environment
• Drafted SOPs, got sigh-off from the top management, and then trained team on SOPs
• Communicated to all levels of the organization regarding issues, solutions, process improvements, and policies

Senior Process Executive – Operations at Cognizant Technology Solutions (2013-07 – 2015-06)

Served as a part of the team to steer the banking part for an American insurance company, Cambia. Involved in creating new accounts for customers and assisted them in terminating or reinstating the same. Key Focus: Operational Excellence | Change Management | Automation | Process Design | Systems Customization/Implementation.

• Worked in a team as well as independently improving process performance and producing desired results
• Ensured best practices were followed and regular audits and reviews were conducted
• Involved in training new hires on the process; and quality monitoring of the entire team

Order Management Analyst at Oracle India (2011-08 – 2013-05)

Worked for global countries and handled queries from requestor via phone, e-mail, and created software/hardware orders for selling goods or services as per the requirement. Prepared complex quotes for the Support Sales and Systems Sales operations as POSS Order Administration Analyst. Monitored service request for orders as well as contracts globally. Addressed escalations/process related issues. QC Specialist for the team and ensured that zero team error on transaction process. Managed team daily productivity and work volume, training, and team quality check.

Key Focus: Order Management | AR | Invoicing | Data Analytics and Business Decision Support | Reports Generation | Process Improvement | Auditing and Testing.

• Order Management (Accounts Receivables): Tracked backlog, monitored different queues and resolved queries; interacted with different departments within GFIC such as Cash Application, and Collection etc. to resolve various issues
• Customer Interaction: Interacted with upstream and downstream processes and IT Team to resolve queries; validated between received documents and system data and reverted to Contract Specialists or Operation Manager in case of discrepancies
• Transaction Audit: Conducted audit of work done by a peer, consolidated audit results, analyzed and reported the same
• Report Generation: Un-booked order report/ rejection report and invoiced rejection report/ unapproved invoices report
• Testing: Tested data on test environments and submitted status to IT Apps Team; led testing call and ensured timely completion
• Input & Output Quality Metrics: Maintained the data quality, and implemented audits

MBA – Sikkim Manipal University

B.Com. – Reva Institute of Science and Management, Bangalore University

Diploma in MS Office