Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Accomplishments
Timeline
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Darshan Madival

Bengaluru

Summary

Results-driven Process Specialist at Infosys with a proven track record in order management and quality assurance. Expert in SAP and MS Excel, achieving a 98% quality score while enhancing operational efficiency. Strong analytical and team collaboration skills, consistently delivering exceptional support and solutions for enterprise clients.

Overview

6
6
years of professional experience

Work History

Process Specialist

Infosys
Bangalore
09.2024 - Current
  • Managed end-to-end purchase order processing for enterprise, educational, and government clients under Microsoft Volume Licensing.
  • Ensured accurate order entry through SAP, Oracle, and Microsoft Dynamics.
  • Maintained a 98% quality score while achieving 100% satisfaction in partner issue resolution.
  • Provided invoice reconciliation, contract support, and credit rebilling updates to enhance financial accuracy.
  • Created invoices for customers upon completion of orders, ensuring timely billing.
  • Coordinated with vendors and suppliers to meet product availability and delivery timelines.
  • Developed and implemented process improvements to enhance order management efficiency.
  • Documented standard operating procedures for managing customer orders to ensure consistency.
  • Evaluated order management systems for improvement opportunities and recommended enhancements.
  • Collaborated with engineering and product teams to identify and rectify product issues.
  • Administered returns and refunds, and credit/rebilling in compliance with established protocols.
  • Created detailed invoices for processed orders to streamline billing processes.
  • Coordinated with internal departments to monitor the status of orders.
  • Reviewed customer orders to ensure accuracy and completeness of information.
  • Maintained accurate records of all transactions in the company database system.
  • Utilized problem-solving skills to resolve complex issues quickly.
  • Utilized web-based tools such as enterprise resource planning software for tracking inventory levels and managing purchasing activities.

Senior Engineer in Order Management

LTI Mindtree (Deployed by Autodesk)
Bangalore
03.2022 - 09.2024
  • Ensured accurate order processing in SAP to enhance operational efficiency.
  • Developed renewal opportunities to optimize order lifecycle management.
  • Providing technical support for international clients and customers (APAC, EMEA, AMER), troubleshooting hardware and software issues, and order management (order-related) issues.
  • Executed processing of renewal, co-term, and return orders per company guidelines.
  • Conducted remote sessions to directly address and solve customer technical issues, and provided general support, bug fixes, product updates, and configurations.
  • Provided technical support for international clients on hardware and software issues.
  • Assisting with application and payment issues, the status of subscriptions, renewals, and refunds of subscriptions, etc.
  • Assisting customers in changing the terms of the subscriptions and contracts.
  • Provided guidance to junior staff members during escalated incidents.
  • Tools used: SAP, SIEBEL, ServiceNow ticket tool, Salesforce (SFDC), License Parser, ADYEN, Pelican, Digital River, Ops Hub.

Process Consultant

Hinduja Global Solutions
Bangalore
09.2019 - 02.2022
  • On a daily basis, my job was offline claim adjudication. I have been in touch with the client via email, clearing their disputes to avoid unnecessary repercussions.
  • Researching the claim inflow to our queue and also keeping my teammates posted on new updates by having weekly huddles.
  • Providing management with timely reports
  • Active participant and organizer of all the team activities, on and off the floor.
  • Maintained confidentiality of all patient information according to HIPAA regulations.
  • Tools Used
  • MTV - Metavance.
  • CAS - Claims Adjudications, MTVx
  • Computer Skills : Microsoft tools (Word, Excel, Power point) Microsoft Office tools

Education

Bachelor of Commerce -

Karnataka University Dharwad (KUD)
07-2019

Skills

  • MS Excel and Office
  • Analytical skills
  • Technical support
  • Quality assurance
  • Time management
  • Team collaboration
  • Order management

Languages

Kannada, English

Hobbies and Interests

Photography, Travel

Accomplishments

  • 3 prestigious Spot Awards for good performance
  • 2 IMPACT awards for good performance
  • 2 Perfect Experience Award for giving feedback to the client

Timeline

Process Specialist

Infosys
09.2024 - Current

Senior Engineer in Order Management

LTI Mindtree (Deployed by Autodesk)
03.2022 - 09.2024

Process Consultant

Hinduja Global Solutions
09.2019 - 02.2022

Bachelor of Commerce -

Karnataka University Dharwad (KUD)

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Darshan Madival