CHANDRAMOHAN Y L
Bangalore
Summary
Experienced with Sales Support, Order Management and CRM professional with over 18 years of industry experience, lastly Order Specialist at Dell International Services India Pvt. Ltd. Skilled in handling end-to-end order processing, customer support, documentation, SLA compliance, and cross-functional coordination across global operations. Background includes working in the Banking and ITES sectors, with proven strengths in fraud detection, AML processes, and driving process improvements. Consistently recognized for quality contributions, including awards such as Fraud Savings, STAR, and Team Ovation during tenure at IBM Daksh. Proficient in tools like GIL, ORL, and OPS, and experienced in mentoring new team members and supporting knowledge-sharing initiatives. Holds a Bachelor's degree in Arts and certifications in Computer Applications and Hardware. Known for strong teamwork, attention to detail, and a steady commitment to service excellence and operational efficiency.
Overview
19
19
years of professional experience
Work History
Order Specialist – Order Management
Dell International Services India Pvt. Ltd.
10.2019 - 09.2024
- Managed end-to-end order processing for Dell's global customer base, ensuring timely and accurate execution from order receipt through to delivery.
- Acted as a single point of contact for customers, providing updates, confirming order details, and swiftly resolving order-related queries to ensure a high level of client satisfaction.
- Collaborated with cross-functional teams including Sales, Credit, Finance, Invoicing, and Logistics to ensure smooth and efficient order fulfillment.
- Proactively identified discrepancies or delays in the order lifecycle, taking prompt action to prevent disruptions and ensure SLA adherence.
- Supported training of new team members and participated in regular team huddles and knowledge sharing sessions to drive collective team success.
Senior Consultant – Order Management
Sutherland Global Services Pvt. Ltd.
12.2014 - 12.2018
- Delivered end-to-end order processing and customer support services for Dell's US customers, ensuring seamless management from order intake to product delivery & proactively communicated shipment and delivery status updates to customers, enhancing satisfaction & reducing escalations through timely and transparent follow-ups.
- Reviewed and processed sales orders with precision, ensuring all necessary documentation was verified and aligned with Dell's compliance standards & managed customer details such as billing/shipping addresses and contact information, maintaining data accuracy in enterprise systems including GIL, ORL, and OPS.
- Performed thorough Non-Credit Violation checks including validation of PO number, pricing, vendor & billing entity details, quantity, LOB, & authorized signatures.
- Acted as a key point of contact in the absence of the team leader, ensuring smooth operations and consistent team performance.
- Contributed to knowledge sharing by participating in monthly Knowledge Check (KC) assessments and supporting peers in issue resolution and process clarifications.
Sr. Practitioner – CRM (Banking Process)
IBM Daksh Business Process Services (P) Ltd.
07.2007 - 10.2013
- Played a key role in process improvement by actively contributing valuable suggestions and collaborating closely with cross-functional teams to enhance operational efficiency.
- Prepared and maintained critical daily reports including Reject Performa and MI (Missed Index), shared with the onshore team to support data-driven decision-making.
- Acted as a process mentor for new recruits, delivering training and support to accelerate onboarding and performance readiness.
- Maintained and communicated updates received from onshore teams, ensuring the entire team remained aligned with the latest process changes & conducted regular team briefings & coordinated with backend support to streamline workflows and reduce delays.
- Generated and shared real-time queue movement reports to help the team manage workloads effectively.
- Collaborated with process owners to review errors, perform root cause analysis, and implement corrective measures to minimize recurring issues & delivered high standards of customer service by proactively resolving escalations and focusing on long-term solutions to prevent recurrence.
Data Processing Executive
Volen Software Services Pvt. Ltd
03.2006 - 06.2007
- Data Entry & Management: Accurately inputting data from various sources into company systems.
- Data Quality: Verifying data integrity, identifying errors, removing duplicates, and resolving discrepancies.
- Confidentiality: Protecting sensitive customer and company information.
- Collaboration: Working with cross-functional teams to meet data requirements.
Office Assistant
Nitte Meenakshi Institute of Technology
04.2005 - 03.2006
- Manage admissions, fee collection, and student registration.
- Issue ID cards, bonafide certificates, Transfer Certificates (TCs).
- Maintain student attendance records and academic registers.
- Assist students with inquiries and resource navigation.
- Coordinate faculty assignments and manage workload issues.
Education
C.C.A (Certificate of Computer Application)
TMC Computer Institute
BengaluruA.D.C.H (Advanced Diploma in Computer Hardware)
Jetking
BengaluruBachelor of Arts - History, Economics And Political Science,
Bangalore University
Bengaluru01-2002
Skills
- Order Management
- Customer Relationship Management
- SLA & Compliance Management
- Client Interaction & Escalation Handling
- Quality Assurance & Control
- Sales support
Languages
English
kannada
Hindi
Telugu
Tamil
Timeline
Order Specialist – Order Management
Dell International Services India Pvt. Ltd.
10.2019 - 09.2024
Senior Consultant – Order Management
Sutherland Global Services Pvt. Ltd.
12.2014 - 12.2018
Sr. Practitioner – CRM (Banking Process)
IBM Daksh Business Process Services (P) Ltd.
07.2007 - 10.2013
Data Processing Executive
Volen Software Services Pvt. Ltd
03.2006 - 06.2007
Office Assistant
Nitte Meenakshi Institute of Technology
04.2005 - 03.2006
Bachelor of Arts - History, Economics And Political Science,
Bangalore University
C.C.A (Certificate of Computer Application)
TMC Computer Institute
A.D.C.H (Advanced Diploma in Computer Hardware)
Jetking