Malini Ramachandran
Coimbatore
Summary
Team leader with 13 years of Experience in Supply chain, Pre- Sales, Customer and technical support with proven abilities in examining requirements and plans to complete tasks required. Organized Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Excellent Trainer and mentor.
Overview
13
13
years of professional experience
Work History
Team Leader - Technical Product Support & Quotation
VWR, a part of Avantor
Coimbatore
06.2022 - Current
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Evaluated customer needs and feedback to drive product and service improvements.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Built strong relationships with customers through positive attitude and attentive response
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Implemented Lean methodologies to streamline operations, and increase overall productivity.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Generated reports detailing findings and recommendations
- Led root cause analysis efforts to identify areas of opportunity and implement sustainable solutions.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Maintained and updated QMS documents(Process manual, CAPA, Risk mitigation)
- Maintained database systems to track and analyze operational data.
- Have been part of SAP Integration (Basan Malaysia), Traveled to Malaysia for 3 weeks.
Sr.Associate-Technical Product Support & Quotation
VWR, a part of Avantor
06.2013 - 05.2022
- Trained in SAP interface for efficient information support in Sales Quotation, orders, Master data(Vendor & Customer)
- Liaise with the sales team to assist with any customers inquiries
- Deliver Pre- and Post-sales support to end-users and sales representatives
- Provide first level product technical support by following the basic troubleshooting steps
- Utilized customer feedback to improve product offerings
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues
- Monitored the service metrics and performance indicators to identify areas of opportunity
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Devised process documentation/Audit reports
- Trained and supported new team members, maintaining culture of collaboration
- Generate various reports from SAP (Pricing, quotations, orders, customer material number, stock)
- Generated Stakeholder Metrics and published Weekly and monthly dashboards
- Applied effective time management techniques to meet tight deadlines.
- Served as keyholder, overseeing business opening and closing operations.
Associate - Technical Product Support EU
VWR, Part Of Avantor
12.2010 - 05.2013
- In depth knowledge of life science products (consumables, chemicals & equipment's).
- Providing technical assistance as well as pre-sales to Pharmaceutical, Research laboratory, Universities' and Scientific industry customers through E-mail & Call.
- Reduced response times for client inquiries through efficient ticket handling and prioritization.
- Delivered high-quality support by maintaining up-to-date knowledge of product features and updates.
- Document support (like CoA, CoC, MSDS, Product specification sheet, Manual).
- Assisted in development of training materials for new team members, ensuring consistent support quality across the team.
- Enhanced customer satisfaction by providing timely and accurate product support
- Streamlined troubleshooting processes for improved efficiency in resolving customer issues
Education
Master of Science - Biochemistry
KSR College of Arts And Science
Thiruchengode05.2006
Skills
- Leadership
- Team Building
- SAP (SD & Master Data)
- Technical Support
- Quality Improvement
- Data Analysis
- CRM - C4C & SFDC
- Complaint resolution
- Mentoring
Personal Traits
- Process Analysis and Improvement Methodologies
- Adaptability and ability to work under pressure
- Multi-task and work with cross functional teams
- Able to prioritize and operate proactively
- Strong interpersonal skills and positive work ethic
Timeline
Team Leader - Technical Product Support & Quotation
VWR, a part of Avantor
06.2022 - Current
Sr.Associate-Technical Product Support & Quotation
VWR, a part of Avantor
06.2013 - 05.2022
Associate - Technical Product Support EU
VWR, Part Of Avantor
12.2010 - 05.2013
Master of Science - Biochemistry
KSR College of Arts And Science
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