Dorthi Anthony
Team Lead
Bangalore
Summary
Experienced Order Management and Senior Technical Engineer specializing in Dell products. Adept at managing end-to-end order fulfillment, inventory management, and supply chain coordination for seamless operations and client satisfaction. Skilled in diagnosing and resolving complex technical issues for enterprise clients, providing advanced solutions. Collaborative team player with a strong track record of enhancing operational efficiency and customer experience through effective communication and problem-solving skills.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader (Retail & Gold Operations)
Goldbuy Pvt Ltd
09.2024 - Current
- Led a team of 25 field executives in managing end-to-end gold buying operations, including doorstep pickups, valuation, pledged gold releases, and customer service.
- Oversaw the daily scheduling, productivity tracking, and KPI performance of executives, ensuring timely completion of pickups and seamless transaction execution.
- Conducted gold purity evaluations using German-engineered XRF machines, ensuring precise and transparent assessments aligned with global pricing standards.
- Facilitated smooth and legal redemption of pledged gold from pawnbrokers/lenders by coordinating documentation, KYC compliance, and police liaisons for high-value assets.
- Ensured full compliance with company standards, maintaining security protocols and accurate reporting across all customer transactions.
- Strengthened customer trust by enabling instant cash or bank transfers, reinforcing the company's promise of fast, fair, and secure gold dealings.
- Played a key role in streamlining backend operations and communication flow between evaluators and support teams, improving service efficiency by 20%.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Senior Technical Engineer (Dell Hardware, Software & Order Management)
Dell Technologies
12.2020 - 08.2024
- Order Management (Commercial Clients):
- Directed a pilot project to optimize the quote-to-order conversion process, ensuring alignment with business revenue targets. Streamlined sales operations and implementing process improvements, leading to enhanced accuracy and faster turnaround times.
- Developed comprehensive knowledge base (KB) articles to standardize best practices and support cross-functional teams. Leveraged Salesforce and Power BI to design and maintain interactive dashboards, tracking revenue performance, sales trends, and conversion metrics. Provided data-driven insights to business leaders, enabling strategic decision-making and improved forecasting accuracy.
- Worked on Tools like Salesforce, DSA, OSM, Gii, pricing tool etc for quote creation, order processing and maintain records of orders.
- Processed and managed orders, including purchase orders (POs), invoices, returns, refunds, and system exchanges, ensuring correct product configurations.
- Coordinated with sales, finance, and logistics teams to facilitate seamless order fulfillment, minimizing errors and to resolve discrepancy.
- Partnered with logistics and supply chain teams to optimize order fulfillment and reduce processing times.
- Senior Technical Engineer (2020 - 2021)
- Provided end-to-end technical support for Dell desktops, laptops, servers, and peripherals running Windows OS (Windows 10/11, Windows Server) for commercial clients.
- Assisted with BIOS updates, RAID configurations, firmware upgrades, and system imaging (Windows OS installation, configuration, and troubleshooting to ensure optimal system performance.
- Diagnosed and resolved hardware failures, driver conflicts, system crashes, performance issues, and network connectivity problems.
- Installed, configured, and maintained Dell software solutions, including Dell Command Suite, SupportAssist, and Dell Data Protection tools.
Technical Associate
Concentrix (Microsoft Process)
07.2018 - 02.2020
- Provided technical support for MS Office applications, configured and troubleshot email accounts in Outlook (IMAP, POP3, Exchange, Office 365), resolving sync errors, PST/OST file issues, and mailbox management.
- Assisted users with advanced Word, Excel, and PowerPoint features, including macros, templates, and automation.
- Provided Active Directory and Office 365 administration, managing user accounts, permissions, and security settings.
- Troubleshot network connectivity issues, including Wi-Fi, VPN, and domain-related concerns.
- Ensured data backup, recovery, and security compliance to prevent data loss and security breaches.
- Maintained detailed documentation of technical issues, solutions, and user guides to improve troubleshooting efficiency.
Education
Bachelor of Computer Application - Computer Science
St. Francis De Sales College
Bengaluru, India 06.2015 - 06.2018
CEBA - Computer, Economics, Business, Accounts
St. Francis P.U.College
Bengaluru, India 03.2013 - 03.2015
Skills
- Order Processing
- Inventory Management
- Supply Chain Management
- Leadership
- Adaptability
- CRM System (Salesforce)
- Customer Relationship Management
- Retention Strategies
- MS Office 365
- Data Analysis
- Reporting
- Process Optimization
- Technical support
- Work Planning and Prioritization
- Analytical thinking
- Process improvement
- Sales expertise
Accomplishments
- Streamlined order processing, reducing PO and invoice errors by 15%, leading to improved client satisfaction.
- Coordinated projects for process streamlining having the teams maintain the repository of KB articles in higher client satisfaction and reduced repetitive hardware issues by 20%
Timeline
Team Leader (Retail & Gold Operations)
Goldbuy Pvt Ltd
09.2024 - Current
Senior Technical Engineer (Dell Hardware, Software & Order Management)
Dell Technologies
12.2020 - 08.2024
Technical Associate
Concentrix (Microsoft Process)
07.2018 - 02.2020
Bachelor of Computer Application - Computer Science
St. Francis De Sales College
06.2015 - 06.2018
CEBA - Computer, Economics, Business, Accounts
St. Francis P.U.College
03.2013 - 03.2015
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