Rashmi Prabhu
Bengaluru
Summary
Results-driven order management specialist with 15 years of experience adept at managing multiple priorities to ensure seamless company operations. Recognized for exceptional communication skills and a strong ability to lead teams, fostering an environment that motivates and develops talent while overseeing employee performance. Expertise in processing and tracking customer orders in fast-paced settings, coupled with a steadfast commitment to customer service excellence. Proficient in SAP and skilled in process optimization, consistently delivering operational efficiency and effective problem-solving strategies in dynamic environments.
Overview
16
16
years of professional experience
Work History
Global Support Operation Specialist
Enterprise Minds India Private Limited
Bengaluru, India (Remote)
04.2024 - Current
- Conducted analysis of operational workflows to drive improvements in efficiency.
- Engaged with cross-functional teams to streamline project execution and optimize implementation processes.
- Monitored and adjusted inventory levels via ERP systems, guaranteeing accuracy and readiness for operations.
- Created structured process documentation focused on standardizing training protocols for new hires, facilitating smoother integration into the team.
- Refined reporting systems, focusing on data precision and stakeholder access.
- Developed and delivered training sessions on standard operating procedures, resulting in improved team performance and operational consistency.
- Identified inefficiencies in workflows and executed enhancements that streamlined service request processing.
- Supervised daily activities, assigning responsibilities to maintain efficient workflow and meet project deadlines.
- Coordinated and executed multiple projects at once, prioritizing deadline adherence and budget management.
- Resolved client concerns efficiently and professionally to elevate overall customer satisfaction.
- Developed a culture of accountability by defining performance expectations and actively monitoring team member adherence to achieve desired results.
- Performed in-depth market analysis to uncover potential growth areas and drive revenue generation.
- Analyzed and restructured warehouse processes, resulting in a more efficient layout and workflow.
- Partnered with IT to design custom software solutions aimed at resolving specific operational issues.
- Enhanced data integrity and user access by deploying a new database management system to streamline information retrieval.
- Implemented automation strategies to significantly decrease processing times for customer orders, improving overall service delivery.
- Analyzed and refined supply chain logistics to achieve faster delivery times and lower transportation costs.
- Managed resolution of customer complaints and inquiries, ensuring timely and empathetic responses to enhance overall satisfaction.
- Facilitated stakeholder engagement to ensure alignment with operational goals and obtain support for strategic initiatives.
- Monitored and enhanced operational processes to guarantee compliance with applicable industry standards and regulations.
- Led team meetings aimed at enhancing collaboration and sharing effective practices across organization.
- Developed and instituted streamlined processes and procedures to optimize workflow.
- Analyzed operational workflows and pinpointed opportunities for optimization and enhancement.
- Redesigned order processing workflows to accelerate order fulfillment and improve customer satisfaction.
- Designed and implemented an inventory management system aimed at reducing stock discrepancies and improving operational reliability.
- Administered purchase order information (POI) through Salesforce (SFDC) to streamline procurement processes.
- Streamlined sales order processing in SAP by obtaining necessary technical and commercial clarifications prior to order entry.
- Coordinated interactions with subsidiaries, trading partners, and customers to ensure accurate order details and timely delivery.
- Engaged with master data, export control, supply chain, and manufacturing teams to streamline order fulfillment operations.
- Developed and submitted export documentation permits to ensure compliance with international processing standards.
- Outlined detailed process workflows in standard procedure documents to ensure clarity and compliance.
- Assisted in processing customer and order-specific data for reporting purposes. Supported coordination between procurement operations, finance teams, and external vendors to facilitate timely and accurate material flow.
- Facilitated planning and execution of domestic and international logistics, ensuring seamless shipment documentation, customs coordination, and comprehensive end-to-end tracking.
- Executed vendor onboarding by performing basic evaluations and maintaining regular communication on pricing, lead times, and quality expectations.
- Analyzed supply chain data to identify improvement opportunities and streamline processes for better performance outcomes.
- Achieved timely processing of customer purchase orders for repairs, calibration, upgrades, contracts, and spare parts in SAP. Delivered accurate order acknowledgments, proforma invoices, delivery notes, and invoices, enhancing customer satisfaction and operational efficiency.
- Managed procurement processes for spare parts and shipsets, guaranteeing on-time delivery in accordance with customer requirements.
- Coordinated with third-party suppliers to secure calibration services and necessary supplies, enhancing service delivery.
Assistant Manager - Order Management Specialist
Genpact India Pvt Ltd
Bengaluru, India
02.2022 - 02.2024
- Responsibility for the process which includes knowledge of procedure & rules across multiple countries
- Support the development of the end-to-end process design for the Order management
- Caring for correctness and timelines of the process
- Should have worked how the order gets created/generated and monitor the process
- Ensuring efficiency and high standard of operations: identification and removing inefficiencies in the processes, making improvements in the daily operational work
- Support Customer Facing specialists when needed
- Order Validation processes execution according to agreed priorities.
- Checking standard and non-standard orders to ensure they are accurate and can be processed to the next stage of the OTC process
- Order modification upon customer or internal request (e.g Delivery date change).
- Handling Return authorization to monitor and perform returns and exchange for buyers. Following up on the RMA process by providing repair and upgrade status.
- Scheduling logistics and preparing shipping documents, check SN for warranty validation and entering data.
- Generating recurring reports on the delay RMA’s and coordinating with the third party service centers.
- Studying on the billing and pricing discrepancy that is holding the shipments.
- Order validation in a massive basis and blocking orders for delivery when they are not ready for stock allocation.
- Blocking orders for billing when they are not ready for the invoicing process.
- SOP creation and process standardization.
- Knowledge on how to create order based on the quotation and PO.
- Solving claims tickets accurately and efficiently to achieve the fixed service level target.
- Deliver different order to cash processes KPI’s.
- Cooperate with local Customer Service organizations, warehousing, distribution and transportation.
- Had worked on the internal orders, ship orders, and credit and debit notes with receipts of RMA.
- Ensuring Order Entry processes are done in compliance with related financial controls.
Data Quality Assurance Analyst
Varite India Pvt Ltd
Bengaluru, India
01.2020 - 12.2021
- Maintaining quality of data in LinkedIn
- Auditors will oversee ensuring that processes applied correctly and consistently across vendor teams
- Ensures compliance with established processes
- Auditing cases based on volume/priorities/concerns areas based on weekly quota
- Report findings on weekly basis on Error trends
- Proactively identify knowledge gaps by analyzing error trends
- Liaise with Regional Program Managers and Vendor Managers to address said gaps
- Working on various projects like ensure that automated process is working effectively and identifying error caused due to it
- Have been recognized to test dynamic process and process handling time for vendors
- Built strong relationships with global Cross-functional Teams to forecast, plan and onboard new projects where Shared Services team can help in time saving, productivity gain and cost effectiveness
- On boarded and managed internal Quality Audit team aimed at improving overall sales partnerships by providing consistent and reliable customer experience by conducting quality checks for vendor teams, resulting in quality improvement in less than 3 months
- Data Insights: Built dashboards for data on CRM tool to monitor qualitative and quantitative performance metrics, forecast volumes and set delivery expectations on various projects
- Support design and creation of data for using dashboard reports
- Utilizing tools such as Excel, PowerBI and Tableau to automate repetitive analytics tasks and to deliver insights by blending multiple vendor data
- Creating reports and dashboard across regions for weekly, monthly, and quarterly for operation teams.
Customer Management Specialist
TE Conectivity India Pvt Ltd
Bengaluru, India
11.2011 - 05.2019
- Adhere to Service Level Agreements (SLA) with customers & provide quality output
- Drive Continuous Improvement Projects (CIP) to simplify/standardize process
- Responsible for maintaining consistency in adoption rate for activities handled by India team, and prepare month end reports
- Creation of Quotation to customers after reviewing current price in SAP HANA v/s agreed price
- Creation of Return Material Authorization (RMA) requests for exchange & upgrade order types.
- Communicate status and schedule to customers.
- Code repair and replacement requests and forward when other departments must fulfill.
- Enter data, analyze data, and identify trends in repair and replacement requests.
- Creation of Service Orders to meet customer requirements on Warranty, Maintenance, Project requests.
- Create Sales Orders through SAP and arrange delivery of parts to customer
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Participate in continuous improvement projects (Kaizen, Lean, TEOA).
Technical Support Representative
Nashwall Anti Virus System
Bengaluru, India
03.2011 - 10.2011
- Described solutions to customers accurately and persuasively
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Defined and documented technical best practices
- Identified and solved technical issues with variety of diagnostic tools
- Resolved problems with malfunctioning products
- Provided on-call support for critical issues
- Reviewed technical documentation and procedures.
Process Associate
Infosys BPO Limited
Bengaluru, India
07.2010 - 02.2011
- Review and upload advertise ad’s to site by reviewing terms and conditions
- Scheduling Ad’s on respective tabs under yahoo website
- Execute tests, collect and analyze data, identify trends and insights in order to achieve maximum ROI in paid search campaigns
- Track, report, and analyze website analytics and PPC initiatives and campaigns
- Manage campaign expenses, staying on budget, estimating monthly costs and reconciling discrepancies
- Optimize copy and landing pages for paid search engine marketing campaigns.
Education
MBA - Information Technology Project Management
Sikkim Manipal Distance Education
Bengaluru, India04-2019
Bachelor of Science - Computer Science
Bangalore University
Bengaluru, India06-2010
Skills
- Client service expertise
- Project planning
- Order processing
- Return logistics coordination
- CRM expertise
- Supply chain coordination
- Client relationship management
- Reporting on activities
- SAP sales and distribution
- Order management
- Sales contract management
- Cost analysis for pricing decisions
- Quality improvement initiatives
- Process optimization expertise
- Sales data analysis
- Invoice management
- Invoice processing expertise
- Salesforce management
Timeline
Global Support Operation Specialist
Enterprise Minds India Private Limited
04.2024 - Current
Assistant Manager - Order Management Specialist
Genpact India Pvt Ltd
02.2022 - 02.2024
Data Quality Assurance Analyst
Varite India Pvt Ltd
01.2020 - 12.2021
Customer Management Specialist
TE Conectivity India Pvt Ltd
11.2011 - 05.2019
Technical Support Representative
Nashwall Anti Virus System
03.2011 - 10.2011
Process Associate
Infosys BPO Limited
07.2010 - 02.2011
Bachelor of Science - Computer Science
Bangalore University
MBA - Information Technology Project Management
Sikkim Manipal Distance Education