Maitreyee Joshi
Pune
Summary
Results-driven professional with 4 years of hands-on experience in Order to Cash (OTC) processes and ERP systems. Strong background in customer service, with a focus on resolving inquiries and complaints promptly. Expertise in analyzing business processes, gathering requirements, and delivering strategic solutions. Seeking to leverage my skills to enhance operational efficiency and contribute to business growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Process Executive
Cognizant Technology
Pune
02.2021 - Current
- Utilized data analysis techniques to extract valuable insights from customer feedback, leading to the development of customer-centric solutions and improved service offerings
- Involved in stakeholder meetings to present findings, discuss potential solutions, and understand business process
- Handled customer inquiries, complaints, and escalations, resolving issues promptly to maintain high customer satisfaction levels.
- Collaborated cross-functionally with sales, logistics, and finance teams to streamline order fulfillment processes and improve overall operational efficiency.
- Implemented process improvements to enhance the OTC cycle, resulting in reduced order processing time and increased productivity.
- Utilized ERP and CRM tools (e.g., Oracle JDE, Salesforce Servicemax and CPQ) to manage end-to-end order processing, ensuring accuracy and efficiency.
- Generated invoices using ERP systems, minimizing conflict and optimizing cash flow.
Customer Service Representative
Concentrix Daksh
Pune
02.2019 - 07.2021
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction
- Effectively communicated with customers through various channels, including phone, email, and live chat, maintaining a high level of professionalism and empathy
- Collaborated with cross-functional teams to identify trends and customer pain points, providing valuable insights for process improvements and product enhancements
- Assisted in the development and delivery of customer service training materials, ensuring consistent and quality service across the team.
Education
Master of Science - Biotechnology
Dr. Babasaheb Ambedkar Marathwada University
Aurangabad, Maharashtra06-2018
Bachelor of Science - Biotechnology
Dr. Babasaheb Ambedkar Marathwada University
Aurangabad , Maharashtra05-2016
Skills
- Business Process Analysis
- Requirement Gathering and Documentation
- Order To Cash Management
- Customer Service Excellence
- Process Improvement
- Stakeholder Engagement
- Data Visualization (Tableau)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Communication and Presentation Skills
- SQL
- Problem Solving
- Agile Methodology
Certification
- Certified Business Analysis Professional (CBAP)
- Customer Service Excellence Certification
Languages
English
First Language
German
Upper Intermediate (B2)
B2
Timeline
Senior Process Executive
Cognizant Technology
02.2021 - Current
Customer Service Representative
Concentrix Daksh
02.2019 - 07.2021
Master of Science - Biotechnology
Dr. Babasaheb Ambedkar Marathwada University
Bachelor of Science - Biotechnology
Dr. Babasaheb Ambedkar Marathwada University
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