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  <ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors

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  Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd