Minal Udiawar
Mumbai
Summary
I am enthusiastic, hardworking and knowledgeable with good experience in understanding client expectations. Ability to prioritize multiple tasks effective, effectively communicate with all levels of staff and external contacts and problem-solving skills. I consistently ensured customer satisfaction by thoroughly understanding the root causes from both internal and external stakeholders and providing accurate solutions. Escalations are addressed and responded to within 2-3 hours by me, with detailed root cause analysis documented in the escalation log report. Operational support is always provided during Indian off-hours to offer the best possible customer assistance.
Overview
9
9
years of professional experience
Work History
Senior Customer Service specialist (Workload Manager)
Dow Chemicals
05.2024 - Current
- Execute the order entry process and manage the order fulfilment process for a designated business or group of businesses and customers, handling key, priority and foundational customers with a high degree of complexity
- Review, validate and process order request in compliance with work process / system and business guidelines
- Maintains a thorough knowledge of the businesses’ products, businesses, applications, and service offerings
- Strengthens customer intimacy by developing solid relationships, understanding customer needs and gathering market intelligence
- Coordinates activity at assigned customer accounts and to manage other accounts due to deep knowledge
- Maintains service levels according to business prioritization
- Differentiates between customer requirements and Dow capabilities; choose the best/cost effective solution
- Supports commercial strategies with Dow customers across multiple businesses
- Provides support to less experienced Customer Service Specialists
- Acts as focal point for key systems, tools or business processes
- Finding solutions for more complex matters and looks proactively for improvements
- To manage medium complexity projects within the function
- Assess team’s workload & assign cases accordingly to individual CSS
- Manage different queues in CRM daily
- Do triage on inbound cases & assign those based on situational priority (e.g., cases with attached PO / Case title URGENT)
- Properly managing escalated cases
- Check periodically individual CSS workload based on assigned cases
- As a Workflow manager within the Customer Service Function in ISC, I Plan, and schedule tasks & responsibilities of cases received in CRM Dynamics (Service)
- I successfully completed my responsibility and ensured assigning cases to individual CSS to ensure work is completed efficiently and within specified timeframes
- Consistently ensured customer satisfaction by thoroughly understanding the root causes from both internal and external stakeholders and providing accurate solutions
- Escalations are addressed and responded to within 2-3 hours, with detailed root cause analysis documented in the escalation log report
- Operational support is always provided during Indian off-hours to offer the best possible customer assistance
- We began prioritizing order management by creating an Excel sheet for the team, which included all order details to simplify the CSS team's tasks
- I believed building and sustaining meaningful relationships with pivotal stakeholders across both global and regional landscapes is crucial for enhancing collaborative efforts and achieving business objectives
- I have been engaged with both internal and external stakeholders which allowed for a deeper understanding of mutual goals and challenges, thereby enabling organizations to align their strategies effectively and drive success through cooperative initiatives
- I was headed as the first primary contact for escalations, streamlining the process
- Internal and external stakeholders would email me with escalations, after which I conducted root cause analysis (RCA) and logged the issues
- I then provided the necessary solutions to customers or assisted the CSS team in handling their escalated cases
- I am currently involved in the DDS project, focusing on order processing and maintenance measures
- This part includes a total of 33 measures
- I actively monitor impacted orders and collaborate with the respective CSS to enhance them
- I am the super user, I manage special handling order scenarios, such as: Consignment, International Trade Orders (e.g., Inter-Area/Export)
- First level go- to person for any system and work process related questions the end user has if they are not getting answers after referring to work process document
- I Log support tickets to seek inputs from the BPS / BPX team and set up face-to-face sessions to resolve cases involving multiple users & facilitate knowledge sharing for wider audience
- Coaches and supports the end users as and when required
- Arrange / deliver quick refresher trainings & info sessions to end users on newly updated work process
- Collaborate with I&S team to identify training needs for new & existing CSS on CRM workflow & updates
- I participate in the prior meetings with planners and account managers
- Each day, I send an Excel sheet to the CSS team, who then note the orders that need to be advanced according to customer requests
- I also join the weekly prior meeting call to ensure orders are aligned with the requested dates
- Additionally, I attend the backlog meetings, where critical orders are highlighted for the team to address and take necessary actions
Customer Care Representative
FIRMENICH AROMATICS PRODUCTION (INDIA) PRIVATE LIMITED
02.2019 - 04.2024
- Efficiently process Order-to-Cash activities while coordinating customer requirements, ensuring seamless operations and timely deliveries
- Understand and input customer demand accurately, addressing supply chain issues to ease delivery constraints while maintaining a proactive approach to problem-solving
- Provide timely feedback and establish a transparent, efficient communication flow between Customers and Firmenich, fostering strong professional relationships
- Take ownership of customer constraints to continuously improve service levels, addressing non-conformities by opening, following up, and closing relevant cases effectively
- Perform monthly demand planning activities in alignment with customer-provided information, identifying potential action plans, proposing solutions, and ensuring timely follow-up
- Collaborate with commercial teams to highlight potential business issues and required actions, proactively organizing visits for major clients that include business reviews, performance evaluations, and inventory assessments of existing consignment stock
- Manage customer orders with precision, ensuring timely entry into ERP (SAP), promptly acknowledging purchase orders, and confirming orders based on production planner inputs before sending confirmations to customers
- Maintain a clear and ongoing communication flow, keeping customers always informed regarding their order and delivery status while identifying potential issues, opportunities, and actionable improvements
- Coordinate with customers and the sales department to facilitate timely acceptance of dispatched products, fostering alignment with internal stakeholders, including Sales, Planning, and Site Operations, through continuous communication, especially in cases of contingencies
- Actively participate in daily briefings and weekly team meetings, ensuring alignment across departments
- Register customer complaints, swiftly resolve or escalate issues, and diligently capture, follow up on, and ensure timely closure of customer concerns
- Responsible for handling clients across Egypt, Geneva, and India, ensuring superior service levels, effective relationship management, and seamless execution of operational activities
- Recognized and appreciated by both internal and external stakeholders for an exceptional ability to quickly grasp and analyse complex problems, ensuring swift identification of immediate and feasible solutions
- This keen problem-solving capability, coupled with a proactive approach, has consistently resulted in effective resolutions and enhanced operational efficiency
- Additionally, praised for a strong commitment to maintaining clear, timely, and transparent communication with clients, ensuring they are always well-informed through regular updates and diligent follow-ups whenever necessary
- This dedication to responsiveness and reliability has fostered trust and strengthened professional relationships, demonstrating a steadfast commitment to delivering excellence in every interaction
Senior Officer (Projects)
VITEOS CAPITAL MARKET SERVICES
05.2016 - 10.2017
- Developing a comprehensive dashboard tailored for the internal team to enhance efficiency and provide managers with an intuitive, data-driven tool for seamless decision-making
- Actively assisting the IT team in troubleshooting and resolving technical issues, ensuring smooth operations and minimizing disruptions across various functions
- Engaging in proactive communication with business owners and sales desks to address challenges, streamline workflows, and drive resolution of operational issues, all while focusing on improving customer satisfaction through refined service delivery and continuous enhancement initiatives
- By fostering collaboration between teams and optimizing internal processes, the goal is to facilitate a well-coordinated, responsive, and highly efficient business environment that prioritizes excellence and sustainable growth
Education
MBA - FINANCE
Kohinoor Business School
01.2016
Skills
- Customer Relationship Management (CRM)
- SAP ERP
- End-to-End Process Optimization
- Data Analysis and Operational Reporting
- Leadership & Team Management
- Project Management and Strategic Planning
- Adaptability & Crisis Management
- Problem-Solving & Decision-Making
- Data Analytics & Visualization
Extra-Curricular Activities
• Awarded for outstanding performance in dance competitions across various cultural events, including the College Fest in February 2015.
• Served as a Cultural Committee Member during graduation, actively organizing and executing student-led cultural programs to enhance campus engagement and creativity.
• Trained Classical Bharatnatyam Dancer with expertise in traditional Indian dance forms, reflecting grace, discipline, and artistic expression
Certified Professional Make-Up Artist trained at VLCC, Mulund, with expertise in beauty enhancement, creative styling, and specialized techniques for various occasions.
Summer Internship
APLUS CAPITAL SERVICES
Aplus Capital Services, a distinguished research and advisory firm, provided extensive insights into the stock market, equipping individuals with a deep understanding of financial trends, investment strategies, and economic dynamics. Through comprehensive analysis, expert guidance, and market intelligence, the firm enhanced knowledge about various investment behaviors, enabling individuals to make informed and strategic financial decisions. By delving into key aspects such as risk assessment, portfolio diversification, and market fluctuations, Aplus Capital Services played a pivotal role in broadening awareness of investment opportunities and challenges, fostering financial literacy and confidence among investors. The firm’s expertise in evaluating market conditions, identifying potential growth areas, and advising on sound investment principles contributed to a well-rounded perspective on wealth management and financial planning, ensuring individuals navigate the complexities of the stock market with greater clarity and precision.
Certifications And Achievements
Received a prestigious Certificate of Excellence for contributions as a DDS Partner, demonstrating expertise in root cause analysis, strategic action planning, and active engagement in Pit Stop meetings to identify and resolve critical operational challenges. Played a vital role in supporting the team’s initiatives, ensuring streamlined processes, improved decision-making, and a commitment to driving operational excellence. Through a proactive approach and collaboration, effectively enhanced workflow efficiencies, strengthened problem-solving strategies, and contributed to the success of the project by delivering impactful solutions and measurable improvements.
Personal Information
- Passport Number: Z3347286
- Father's Name: Shri Dinesh. V. Udiawar
- Date of Birth: 09/24/92
Timeline
Senior Customer Service specialist (Workload Manager)
Dow Chemicals
05.2024 - Current
Customer Care Representative
FIRMENICH AROMATICS PRODUCTION (INDIA) PRIVATE LIMITED
02.2019 - 04.2024
Senior Officer (Projects)
VITEOS CAPITAL MARKET SERVICES
05.2016 - 10.2017
MBA - FINANCE
Kohinoor Business School
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