Anurag Sharma
Bengaluru,KA
Summary
Visionary executive with progressive customer service background and record of accomplishment. Brings focus on growth, confidence in decision-making and expertise in leading organizations through periods of change and development. Articulate and driven with top strengths in relationship-building, planning and operational problem-solving and Focused Team Manager bringing 9+ years of experience in Ecommerce. Skilled at mentoring and leading target-driven and hardworking teams to deliver exceptional customer service. Qualified Six Sigma green belt with extensive expertise in process migration, development and excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Order Management Specialist (Contract)
Lenovo India
02.2023 - 02.2024
- Tracking of exit FGI and aged inventory and E&O impact.
- Track the sell out target and supply performance per quarter as per WW team.
- Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
- Improved inventory management through accurate tracking of product availability and timely order fulfillment.
- Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
- Streamlined communication with suppliers for improved lead times and prompt order completion.
- Planning team KPI's and BMS with team manager.
Customer Service Manager
Xoxoday
04.2022 - 12.2022
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Customer Service Supervisor
Mouser Electronics
01.2019 - 10.2020
- Roles and Responsibilities: -
- Managed and supervised a team of customer service agents handling complete O2C cycle.
- Assisted agents with questions and kept agents up to date on process changes and updates.
- Tracking progress of the customer order lifecycle progress on parameters of order to delivery, order to shipment and delivery accuracy.
- Outlined team's goals.
- Measures and manages the team performance on the KPI's and share the BMS.
- Participate in the recruitment of Agents
- Conduct regular scheduled team briefs (Pre + Post shifts)
- Ensures feedback is given to Agents with regards to their performance
- Ensures all relevant business communications are cascaded in a simple and timely manner.
- Track and report all issues to the concerned team and management.
Designation- Sr. Analyst
Cargill Business Services
11.2016 - 06.2018
- Handling B2C and B2B customer orders.
- Tracking shipment status for the customer orders.
- Tracking the inventory for customer orders.
- Handled project migration E2E.
- Helping customer with their queries and concerns on the email.
- Trained new joiner's on the process.
Process Associate
Capgemini Business Services
04.2015 - 11.2016
- Working as logistics coordinator for client Nokia telecom business.
- Working on E2E order to cash cycle.
- Handling order and billing related queries.
- Handling shipment queries.
- Handling logistics queries.
Order Analyst
Oracle India
08.2013 - 03.2015
- Assisted in inventory management, conducting regular audits to maintain optimal stock levels.
- Streamlined order processing procedures for increased efficiency and reduced errors.
- Enhanced order accuracy by meticulously reviewing and validating customer purchase orders.
- Maintained detailed records of all transactions, ensuring accurate documentation for future reference
- Worked On Contract Renewals and CMRB.
Education
B. Com - Accounting & Computer Applications
St. Aloysius College
Jabalpur, MP2013
Higher Secondary School Education - Commerce
St. Joseph's Convent
Jabalpur, MP2010
Diploma of Higher Education -
St. Joseph's Convent
Jabalpur, MP2008
Skills
- Order process management
- Purchase Order Management
- Team building strategies
- Adept multitasker
- Inspiring mentor
- Training and development
- Invoicing and Billing
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of the process flow for the transaction processing business.
Certification
- Six Sigma Green Belt certified by AIGPE.
- SAP FI - CO.
- Project Management Certification by Great Lakes.
Timeline
Senior Order Management Specialist (Contract)
Lenovo India
02.2023 - 02.2024
Customer Service Manager
Xoxoday
04.2022 - 12.2022
Customer Service Supervisor
Mouser Electronics
01.2019 - 10.2020
Designation- Sr. Analyst
Cargill Business Services
11.2016 - 06.2018
Process Associate
Capgemini Business Services
04.2015 - 11.2016
Order Analyst
Oracle India
08.2013 - 03.2015
B. Com - Accounting & Computer Applications
St. Aloysius College
Higher Secondary School Education - Commerce
St. Joseph's Convent
Diploma of Higher Education -
St. Joseph's Convent
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