Bala Subramani

August 2022 - Present

• Lead a team of 25 across Singapore, Malaysia, Korea, and Indonesia in the Order to Invoice (O2I) process.
• Oversee team performance, ensuring adherence to SLAs, KPI tracking, and resolution of escalations.
• Foster business improvements by encouraging the submission of 10 business ideas in a financial year and completing 2 PDCA projects.
• Lead the team to 2nd place in the Quality Premier League during Quality Month (November).
• Organize and execute team-building activities, including outings and weekly team engagement events.
• Completed Pinnacle Training for leadership development and business excellence.

Process Expert – O2C Process
Siemens | August 2020 - 2022

• Focused on Sales Orders, Invoices, and Goods Receipt for Singapore customers, ensuring accuracy and compliance with internal processes.
• Played a key role in process optimization, problem resolution, and training new team members after a 9-month career break.

Career Break
2019 - 2020

• Took a planned 9-month career break for personal development and recharged before rejoining Siemens.

Lead Quality / Senior Quality Specialist
Siemens | 2017 - 2019

• Led the quality team in audits related to ICCC processes, focusing on O2C and error tracking.
• Conducted CAPA (Corrective and Preventive Actions) analysis, ensuring timely error closure within SLA timelines.
• Led the development of an Audit Management Tool as part of a PDCA project to streamline audit processes.
• Facilitated process and soft skills training sessions, contributing to the development of the quality team.
• Regularly reported team performance to senior management, including weekly and monthly scorecards.

OQC (Order Quality Control) Team Member
Siemens | 2015 - 2017

• Focused on auditing calls and emails related to O2C processes, ensuring compliance with company standards.
• Expanded expertise in auditing Sales Orders, Purchase Orders, Billing, Delivery Notes, and Customer Master Data Management.
• Actively tracked errors, followed up on resolutions, and contributed to the continuous improvement of business processes.

Senior Customer Support Officer
Siemens | 2012 - 2015

• Managed escalated calls and oversaw roadside assistance, resolving complex customer issues.
• Developed strong communication and troubleshooting skills while ensuring high levels of customer satisfaction.

Customer Support Officer
Siemens | 2010 - 2012

• Handled customer queries related to car rental topics, providing efficient and effective solutions.
• Consistently received rewards and recognition for excellent customer service and performance.

• Responsible for outbound sales of cartridges to Australian customers, achieving strong sales performance.
• Actively drove new business acquisition , cross-selling, and upselling to existing customers, consistently exceeding targets.
• Received recognition for achieving the highest sales in the team.

• Led a team of 10 agents in building customer rapport to drive sales and generate additional revenue.
• Focused on achieving sales targets through effective team management and motivation.
• Recognized by clients and management for outstanding leadership and consistently meeting sales objectives.