Jyoti Kotwal
Nottingham,United Kingdom
Summary
Customer Operations Executive with extensive experience in managing customer accounts and enhancing operational efficiency. Expertise in building strong customer relationships and optimizing order accuracy to achieve high on-time and in-full (OTIF) performance. Proven ability to collaborate across departments and streamline internal processes to support commercial objectives.
Overview
12
12
years of professional experience
2014
2014
years of post-secondary education
1
1
Certification
Work history
Customer Operations Executive (Supply Chain)
Pentland Brands
Nottingham, UK
08.2024 - 11.2025
- Managed a portfolio of customer accounts, aligning with customer expectations and commercial priorities.
- Built and maintained relationships with key partners, providing tailored operational support.
- Oversaw end-to-end order management for brands, ensuring accuracy and timely fulfilment.
- Monitored customer orderbooks, identified issues, and utilised exception reporting to enhance efficiency.
- Organised and tracked in-season customer orders, achieving high accuracy and strict adherence to deadlines.
- Coordinated logistics planning and stock allocation to facilitate seamless delivery operations.
- Delivered proactive updates on order progress, mitigating potential risks or issues.
- Resolved factors affecting Customer OTIF performance, driving continuous service improvements.
ITSM Consultant
Intertec Systems (Client- EMAAR)
Dubai
11.2023 - 06.2024
- Delivered ongoing client support to ensure successful implementation of ITSM practices.
- Managed daily operations of ITSM processes, including incident, change, and service request management.
- Monitored key performance indicators and service level agreements to ensure compliance.
- Facilitated regular audits and reviews of incidents, tickets, and calls.
- Reviewed and approved proposed changes based on risk, impact, and business justification criteria.
- Prepared monthly and bi-weekly governance reports for stakeholders during operational review meetings.
Lead IT Support Engineer (L1)
TechMahindra(Client- ENEC)
06.2021 - 10.2023
- Maintained business relationships with customers to enhance service delivery.
- Managed day-to-day team operations, ensuring efficiency and productivity.
- Delivered on-call IT support as first point of contact for IT issues.
- Responded to and resolved service requests and incidents promptly.
- Utilised BMC ticketing system to provide timely end-user support.
- Monitored and evaluated team performance, implementing enhancements as necessary.
- Promoted understanding of relevant technical and procedural information within the team.
- Provided end-user troubleshooting and desktop support for Windows systems.
IT Support Engineer
Elitser Technologies (Client- Sanad Mubadala)
Abu Dhabi
03.2021 - 04.2021
- Provide first and second level support for upgrade to Windows 10 and Domain Migration activity.
- Ensure all steps for a successful upgrade of multiple laptops daily.
- Assisted the End Users by creating service request in the Assyst Help Desk Ticketing System and assigning task support team for Resolution.
- Provided Basic End User troubleshooting and desktop support on Windows systems.
IT Helpdesk Assistant
Louvre Abu Dhabi
Abu Dhabi
10.2017 - 10.2018
- Monitor email inbox, ensuring attention is drawn to important emails and that IT related matters are addressed.
- Managing the IT helpdesk of Louvre Abu Dhabi
- Providing on call IT Support and working as the first point of contact for the IT issues
- Logging the incident on the CAFM systems and communicating the same to the Local IT
- Coordinating between the Local IT to make sure the issue is resolved within the service Level agreement.
Project Engineer
Wipro InfoTech (Honeywell)
06.2013 - 01.2017
- Accepted requests for IT services and problem reports, documenting details in incident tracking system.
- Collaborated with service desk management systems, notably BMC Remedy, to enhance support processes.
- Delivered IT and network support, recording troubleshooting steps and resolutions for future reference.
- Managed Honeywell IT Service Desk, providing first-level computing support across the organisation.
- Documented standard operating procedures in knowledge management database for service desk agents and end users.
- Engaged with subject matter experts to develop comprehensive knowledge base content.
- Published knowledge base articles to facilitate issue resolution and improve service delivery.
Education
Bachelor of Technology(B-Tech) - Electronics Engineering
Uttarakhand Technical University
Skills
- Supply chain modelling and cost control
- Supplier performance evaluation
- Order management
- Customer retention strategies
- Salesforce platform familiarity
- Inventory control understanding
- Order book management
- SAP software utilization
- IT Service Management
- Compliance Assurance
- Continuous Improvement and Governance
- Excellent communication and interpersonal skills
- Knowledge of IT Service desk tools (eg, BMC remedy, Manage Engine, CAFM)
Certification
- ITIL V4 Foundation Certified
- CCNA Networking
- Embedded Systems
References
References available upon request.
HOBBIES AND INTERESTS
Fitness Training, Reading
DISCLAIMER
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Customer Operations Executive (Supply Chain)
Pentland Brands
08.2024 - 11.2025
ITSM Consultant
Intertec Systems (Client- EMAAR)
11.2023 - 06.2024
Lead IT Support Engineer (L1)
TechMahindra(Client- ENEC)
06.2021 - 10.2023
IT Support Engineer
Elitser Technologies (Client- Sanad Mubadala)
03.2021 - 04.2021
IT Helpdesk Assistant
Louvre Abu Dhabi
10.2017 - 10.2018
Project Engineer
Wipro InfoTech (Honeywell)
06.2013 - 01.2017
Bachelor of Technology(B-Tech) - Electronics Engineering
Uttarakhand Technical University