Durga Ananthavalli Bh
Bangalore
Summary
Result-driven Supply Chain professional with 7 years of global experience in international Customer Service, covering Order Management, Fulfillment, Complaints/Credits, ERP systems, and CRM systems. Targeting assignments in SCM with a leading organization of repute.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Order Management Specialist
Applied Materials
10.2017 - Current
- Monitoring and executing the life cycle of an order.
- Handling Order-to-Cash projects by working with the ERP system (SAP) to process quotes, orders, returns, repairs, and Credit and Debit Memos.
- Processing Quotes and sales Orders according to the set processes and securing adequate follow-up on orders, all through the supply chain process.
- Monitor and process all returns according to the financial requirements, ensure compliance requirements, and follow up through closure on open customer topics.
- Working with the Customer Engineers (CEs, FSOs) to maintain the AMAT tools services onsite.
- Handle various internal and external customer inquiries/ complaints/Escalations via inbound calls/emails/IMS, and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Participate in periodic conference calls with North American and EMEA clients during performance reviews.
- Support order to invoice process and manage past-due invoices as well as credit/rebill actions to rebalance accounts and follow up for closure.
- Identify recurring problems and provide input for a possible resolution to prevent future re-occurrence.
- Working on Fab reports to support critical orders and analysis of various sourcing options to fulfil the demand.
Order Management / Customer Care / Mid Market
Dell - EMC
Hyderabad
07.2014 - 10.2017
- Daily interaction with Account Managers and IT Hardware resellers across United States.
- Arranging conference calls between Partners and necessary departments to resolve Payment/ Technical/Logistics issues.
- Worked independently and as a team member to achieve set goals and objectives.
- Regular follow up with Partners until closure of issue.
- Responsible for escalating issues to next level which can't be resolved by agents.
- Helped in smooth transition of Canada care queue before moving to Notification team (Order Management).
- Making sure Dell EMC abides by the Federal Law concerning delays, by notifying customers on time.
- Convincing customers not to cancel orders thus resulting in saving revenue for Dell.
- Helping other teams outside Notify Team by closing credit requests.
- To run outbound reports and segregate the outbound work to team members according to their workloads.
Education
Bachelor of Commerce And Computers -
Andhra Kesari Degree College - AU
04.2014
Skills
- Order process management
- Order Management Life Cycle
- Delivering Positive customer Engagement
- CRM Systems
- Reporting and Documentation
- Sourcing Strategies
- MS OFFICE
Accomplishments
- Received the Make Possible Award for providing excellent Customer Service - E3 Customer Champion - 2019
- Received Multiple Star Performer of the Month and Star Performer of the Quarter Awards.
- Managed and exceeded the customer survey score.
- Working with order value worth $ 100K daily.
Certification
Certified Scrum Master 22'-24'.
Timeline
Order Management Specialist
Applied Materials
10.2017 - Current
Order Management / Customer Care / Mid Market
Dell - EMC
07.2014 - 10.2017
Bachelor of Commerce And Computers -
Andhra Kesari Degree College - AU