Divya PR

CSSC Automotive EMEA team deals with processing constraints to prevent users from adding updating, deleting, splitting lines, and cancelling order or return information beyond certain points in your order cycles as well as taking, organizing, tracking and satisfying purchase requests for a company's products or services.

• Served as a liaison between upper management and team members, effectively communicating goals, expectations, and updates.

Integrated Service Excellence team, as a Lead Associate, responsible to pick, assign and complete the task as per the SLA of the requirement and will send my SLA's to my team manager in the monthly basis. Also, my added advantage with SQL makes me to help run the macro scripts.

• Supported cross-functional teams in achieving project milestones, ensuring timely delivery of products and services.
• Coordinated training programs for new hires, ensuring seamless integration into the team and reduced ramp-up time.
• Monitored team performance through regular evaluations and feedback sessions, leading to continuous improvement in individual and overall productivity.
• Participated in performance review processes, providing constructive feedback and recommendations for individual growth and development.
• Reduced project completion times by identifying bottlenecks and implementing effective time management strategies.
• Collaborated with senior management on strategic planning initiatives, contributing valuable insights into company goals and objectives.
• Mentored junior team members to develop their skills and advance their careers, fostering a positive work environment.
• Served as a point of escalation for complex issues or conflicts among team members, successfully resolving disputes while maintaining professional relationships.

KEY RESPONSIBILITIES

· Order Entry (includes new order, Cancellation, Updating), RMA, Scheduling Agreements,Returns,Credit, Debit, Intercompany orders,Sample orders,Quotation,Requirement changes, Adhoc,Ticket portal management,LTSD, ZFOR

US SS mainly supports the Order Service Group of Symantec. This team deals with the Customer query resolution, BO (SAP), IB Project, support sales team and handles post sales issues. The team also deals with special projects like database clean up, License retiring projects, Data management etc.

• Maintained strict adherence to quality standards by conducting regular audits, resulting in reduced error rates.
• Answered telephone or online requests and completed interactions quickly to meet productivity goals.
• Investigated basic issues and escalated more complicated concerns.
• Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
• Collaborated closely with other departments for achieving operational excellence across the organization.
• Managed cross-functional teams in order to achieve project goals within deadlines.

KEY RESPONSIBILITIES

· To update the Install Base report which includes all the necessary details which make aware the customer regarding the license inventory then provide to the customer

· To Support all sub process under the Data Management.

· As per the customer request, providing the proof of purchase for the newly placed order

· To retrieve the serial numbers with which customer can register the licenses under the license portal (ORACLE 11.0)

· To handling projects within the team and provide the resolution as per the SLA and Client chats as well as client calls for process updates and queries.

· IB Matching is a major issue process where we link the support of the unmatched/ flipped record to the license, which includes many sub-process like reprint, date changes, Upgrade, zero dollar, customer merge, LAR. Also partially includes part of RMA, POTS like retiring, terminating, booking and cancelling the order, Etc.