Javed Qureshi

About Javed Qureshi

Dynamic Customer Experience & Operations Leader with 8+ years in driving service excellence, process optimization, and data-backed decision-making for global leaders like Amazon and Cummins.Proven track record in:Operations Leadership — Leading teams, mentoring 50+ associates, and enhancing performance through data insights.Business Analytics — Leveraging Excel, Power BI, SQL, Python, and Tableau to deliver actionable dashboards and process improvements.Escalation & Technical Support — Resolving complex issues across e-commerce and automotive industries with technical troubleshooting expertise.Process Excellence — Implementing Six Sigma–driven changes that reduced concession leakage and boosted CX metrics.Certifications: CBAP®, PMI-ACP®, Agile Scrum Master, Google Data Analytics, Google BI, Data Analysis with Python, Tableau.Goal: To lead high-impact operations, analytics, or program management initiatives, enabling organizations to achieve measurable growth, efficiency, and customer delight. Let’s connect if you’re looking for a data-driven leader who turns insights into results.

Experience

1. Technical Support Analyst Project Coordination & Business Analytics

   Cummins Inc.

   Jan 2025 — Present · Pune, IN

   Key Responsibilities & Impact:Led efforts to streamline technical case resolution by identifying bottlenecks, standardizing troubleshooting protocols, and collaborating with cross-functional teams to drive timely solutions.Analyzed case trends to identify recurring product and support issues, presenting actionable insights to improve internal processes and enhance first-time resolution rates.Interpreted technical schematics, blueprints, and wiring diagrams to provide accurate diagnoses, while documenting best practices for knowledge sharing and training.Partnered with logistics and warranty teams to resolve service and claim-related concerns, reducing turnaround time and improving customer satisfaction metrics.Maintained detailed support documentation and data logs, enabling transparent reporting and operational audits.Collaborated with team leads and quality analysts to develop SOPs and update knowledge base articles, contributing to a 15% reduction in escalations.Supported night-shift operations while aligning deliverables with global KPIs and service level expectations.

Education

• Yashwantrao Chavan Maharashtra Open University

  Bachelor of Commerce - BCom, Business/Commerce, General

• Dnyansagar Institute of Management & Research

  Master of Business Administration - MBA, Business Analytics

• St Jude Public School - India

  High School Diploma