Summary
Overview
Work History
Education
Skills
Certification
Websites
Accomplishments
Languages
Timeline
Generic

Heena

Bengaluru

Summary

Result-driven Operations Manager with 12+ years of experience spanning IT services, education, and tech support domains. Proven ability to lead complex service operations, warranty claims, and partner governance across India and South Asia. Strong history of working with 300+ partners, managing credit processing, payouts, SLA compliance, and reporting using tools like SAP S4, CDAX (MS Dynamics), and Excel. Adaptable, detail-oriented, and collaborative, with experience in both startups and enterprise environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Open Case Tracking & Reporting-SLBD Operations

HP India Sales Pvt Ltd
Bangalore
01.2024 - 06.2024
  • Managed Sri Lanka & Bangladesh (SLBD) case data for warranty support.
  • Cleaned and consolidated open case data; uploaded weekly updates to SharePoint.
  • Followed up with partners and field teams for closure; maintained Excel-based dashboards.
  • Reported weekly/monthly status to HP leadership on SLA and backlog.

PAN India-Peripherals Support

HP India Sales Pvt Ltd
Bangalore
08.2017 - 06.2024
  • Supported HP’s optional accessories (keyboard, mouse, headset, pen) through 150+ service partners.
  • Promoted from East & South region to PAN India after 1.5 years.
  • Delivered CRM trainings, processed refunds in SAP S4, and managed part logistics and SLA compliance.
  • Published monthly dashboards classifying support by city (Class A/B/C) and resolution mode (repair/refund).

East Region Focus

Credit Processing – SLBD
01.2023 - 12.2023
  • Processed warranty credits for Sri Lanka and Bangladesh partners using SAP S4.
  • Verified documentation, raised credit approvals, and tracked financial completion.
  • Partnered with East region SPOCs and finance teams for issue resolution.
  • Delivered monthly credit performance dashboards.

EGRB & GIDR Warranty Recovery Process
01.2019 - 09.2022
  • Managed validation and billing of Customer Induced Damage (CID) parts under EGRB & GIDR.
  • Coordinated with partners and BPR to finalize billing (50% of SSC list price) and close cases in STRAC.
  • Led CT Mismatch validation and monthly dispute resolution with governance and finance teams.
  • Handled printer part CID cases and ensured billing via Pierian Services.

East & South

Gaming & CPC Product Support
02.2018 - 09.2022
  • Oversaw service call resolution for Gaming Laptops and All-in-One PCs.
  • Shared CDAX (Microsoft Dynamics) reports with partners; followed up on engineer visits and part replacements.
  • Coordinated with SSC for delivery gaps and local sourcing of parts.
  • Published partner performance dashboards and improvement trackers.

Partner Payment & NDC Governance
05.2020 - 09.2021
  • Tracked monthly payouts from annual POs to 300+ partners for GN, KN, AIO, and printer support.
  • Raised V2POs for low balances to ensure continuous payment flow.
  • Followed up with Finance to clear delayed payments and collected No Due Certificates (NDCs).

Operations Fulfillment Manager

DrivoJoy
07.2016 - 03.2017
  • Oversaw customer request tracking and ensured service fulfillment met organizational SLAs.
  • Monitored inventory levels to reduce cost and improve satisfaction.
  • Led team effectiveness reviews, SLA tracking, and change management initiatives.

Operations Head

Daksha Venture
07.2015 - 05.2016
  • Managed day-to-day operations and directed staff toward business targets.
  • Oversaw workforce allocation, appraisals, budgeting, and team reviews.
  • Led periodic team meetings to address performance and operational updates.

Territory Manager

Simplilearn Solutions Pvt. Ltd.
07.2014 - 06.2015
  • Coordinated across vendor and trainer teams to prioritize and resolve support issues.
  • Ensured adherence to organizational standards and SLAs.

Sr. Academic Counselor

System Domain Pvt. Ltd.
09.2011 - 05.2014
  • Managed student engagement, logistics, class allocation, and grievance resolution.
  • Maintained accurate student records and ensured smooth service delivery.

Education

B.Com

Bangalore University
Bangalore
08-2009

Commerce

Senior Secondary Girls School
Jhilmil, New Delhi
05-2006

Paramount High School
Guwahati, Assam
05-2004

Skills

  • Partner Coordination & Service Operations
  • Credit & Refund Processing
  • SLA Monitoring & Dashboards
  • Vendor & Stakeholder Management
  • Warranty Claim Validation (EGRB, GIDR)
  • PO Tracking & Payment Governance
  • Data Cleaning & Reporting
  • Cross-functional Collaboration
  • SAP S4 – Refunds, Credit Notes, PO Checks
  • Microsoft Excel – Pivot Tables, Dashboards, Lookups
  • Microsoft SharePoint – Document Management & Updates
  • CDAX (Microsoft Dynamics) – Open Call Tracking & Reporting
  • PowerPoint – Monthly Business Reviews (MBR)
  • Outlook & Teams – Internal & Partner Communications

Certification

  • SAP S4 Refund Processing – Internal HP Training
  • Excel for Business Reporting – [If available, add here]

Accomplishments

The Mphasis Spirit of Winning program Jan 2022.

Mphasis R&R program Jun2022

Languages

English
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1

Timeline

Open Case Tracking & Reporting-SLBD Operations

HP India Sales Pvt Ltd
01.2024 - 06.2024

East Region Focus

Credit Processing – SLBD
01.2023 - 12.2023

Partner Payment & NDC Governance
05.2020 - 09.2021

EGRB & GIDR Warranty Recovery Process
01.2019 - 09.2022

East & South

Gaming & CPC Product Support
02.2018 - 09.2022

PAN India-Peripherals Support

HP India Sales Pvt Ltd
08.2017 - 06.2024

Operations Fulfillment Manager

DrivoJoy
07.2016 - 03.2017

Operations Head

Daksha Venture
07.2015 - 05.2016

Territory Manager

Simplilearn Solutions Pvt. Ltd.
07.2014 - 06.2015

Sr. Academic Counselor

System Domain Pvt. Ltd.
09.2011 - 05.2014

B.Com

Bangalore University

Commerce

Senior Secondary Girls School

Paramount High School

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