To serve a company where the spirit of work and innovation is encouraged, so that i can grow as a person, as an employee and as a professional. I want to be an asset to my employer by contributing to its value streams and to be involved as a part of the team that dynamically works towards the welfare of the organisation
Overview
3
3
Languages
15
15
years of professional experience
Work History
Service Request Validation & Rejection Executive
Reliance PPM Services Ltd
01.2019 - Current
Reviewed and validated service requests from internal teams, ensuring accuracy and completeness to facilitate effective processing.
Identified valid and invalid service requests using defined guidelines, maintaining consistency in the validation process.
Rejected incomplete, duplicate, or non-compliant requests, providing clear remarks to enhance understanding and future compliance.
Provided feedback to advisors on valid rejection cases to guide next steps.
Verified customer information using JioAssist to support correct request handling.
Generated reports on request status, rejection reasons, and processing metrics.
Applied VLOOKUP functions to automate data retrieval and improve accuracy and efficiency.
Used VLOOKUP in Microsoft Excel to retrieve and match data across files.
Senior Executive
Wipro LTD
04.2017 - 11.2019
Analysed issues and identified risks, drafting practical solutions to minimise potential impacts.
Managed customer concerns, escalating major issues to supervisor for swift resolution.
Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
Resolved customer queries using clear communication and step-by-step instructions.
Recorded customer interactions using CRM software, enhancing personalised communication for future engagements.
Built expert knowledge of company products and services to accurately answer customers' queries.
E-Mail Process
Enxt Financial Ltd
05.2013 - 06.2014
Answered customer queries, providing product information and outlining clear next steps.
Provided accurate responses to customers using supplied product information.
Managed escalation emails, promptly notifying supervisors to facilitate resolution.
Handled customer emails, logging key details to ensure timely follow-up.
Back Office
Jyotipriyaa Inc
08.2011 - 04.2013
Managed billing section to streamline customer payments and ensure accurate transaction balancing at checkout.
Generated customer bills based on order details to support timely payment processing.
Recorded daily counts using tally application to ensure accuracy and facilitate effective review of data.
<ul>
<li>Responsibilities -Process Engineering: -</li>
<li>Responsible for making SOP on required process flow for overall manufacturing.</li>
<li>Responsible for doing validation and closing buy off points in line before starting an NPI.</li>
<li>Making process mapping for on scrap and process issues to increase productivity in manufacturing.</li>
<li>Responsible for doing analysis and making actions against failure to reduce production loss.</li>
<li>Achieving standard targets requirement from customer end related to yield and scrap.</li>
<li>Responsible for confirming QOC and OBA failures and as well as making analysis on that and sharing RCA (Root Cause and Analysis) to CFT (Cross Functional Team).</li>
<li>Conducting MOM (Minutes of Meeting) on daily basis Among the Yield, Scrap and Production.</li>
<li>Responsible for preparing PFMEA on process stages inline.</li>
<li>Making a SWR (Special Work Request) for any process change to improve yield and productivity.</li>
<li>Responsible for making reports based on analysis with PPT, and conducting CFT to present reports for failure reduction.</li>
<li>Maintaining good yield graphs toward the given targets.</li>
<li>Time study, standard time and manpower request, capacity analysis, and line balancing analysis.</li>
<li>Preparing DFMA reports of manufacturing and assembly based on criticality. Process improvement activities and continuous improvement of the manufacturing process, material handling, and line layout.</li>
<li>Organizing and executing all process activities, such as rejection and scrap reduction.</li>
</ul> at Sunny Opotech India Pvt.Ltd<ul>
<li>Responsibilities -Process Engineering: -</li>
<li>Responsible for making SOP on required process flow for overall manufacturing.</li>
<li>Responsible for doing validation and closing buy off points in line before starting an NPI.</li>
<li>Making process mapping for on scrap and process issues to increase productivity in manufacturing.</li>
<li>Responsible for doing analysis and making actions against failure to reduce production loss.</li>
<li>Achieving standard targets requirement from customer end related to yield and scrap.</li>
<li>Responsible for confirming QOC and OBA failures and as well as making analysis on that and sharing RCA (Root Cause and Analysis) to CFT (Cross Functional Team).</li>
<li>Conducting MOM (Minutes of Meeting) on daily basis Among the Yield, Scrap and Production.</li>
<li>Responsible for preparing PFMEA on process stages inline.</li>
<li>Making a SWR (Special Work Request) for any process change to improve yield and productivity.</li>
<li>Responsible for making reports based on analysis with PPT, and conducting CFT to present reports for failure reduction.</li>
<li>Maintaining good yield graphs toward the given targets.</li>
<li>Time study, standard time and manpower request, capacity analysis, and line balancing analysis.</li>
<li>Preparing DFMA reports of manufacturing and assembly based on criticality. Process improvement activities and continuous improvement of the manufacturing process, material handling, and line layout.</li>
<li>Organizing and executing all process activities, such as rejection and scrap reduction.</li>
</ul> at Sunny Opotech India Pvt.Ltd
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
ITSM Service Request Management Consultant (Backup Process Owner) at ITIL, Warner Brothers DiscoveryITSM Service Request Management Consultant (Backup Process Owner) at ITIL, Warner Brothers Discovery