Senior Customer Solutions Representative
HTC Global Services
Chennai
08.2019 - Current
- Delivered multi-channel customer support via live chat and email, resolving complex product, billing, and logistics queries, achieving a consistent 98% customer satisfaction (CSAT) score.
- Managed end-to-end Order-to-Cash (O2C) operations, including quotation management, order entry, pricing validation, delivery creation, shipment coordination, invoicing, and fulfillment tracking, improving on-time order processing efficiency by 15%.
- Executed post-sales operations through structured RMA processes, handling repairs, refunds, and credit/debit notes, ensuring compliance with company policies and reducing revenue leakage.
- Proactively troubleshot customer and stakeholder issues using root-cause analysis, increasing First Contact Resolution (FCR) by 18% and reducing repeat escalations.
- Implemented quality assurance audits, control checklists, and process reviews, reducing order processing and customer support errors by 20%.
- Trained, onboarded, and mentored new hires on SAP/ERP workflows, SOPs, and operational best practices, improving team productivity and accuracy.
- Generated and analyzed backorder, open order, and shipping label reports to monitor inventory availability, optimize delivery schedules, and maintain SLA compliance.
- Supported daily workload planning and task allocation to ensure balanced coverage and timely order processing
- Led transition and stabilization activities during process migration, developing Standard Operating Procedures (SOPs), training manuals, and workflow diagrams to ensure operational continuity and audit readiness.