Mounika Palavali

• Managed end-to-end customer order processing using the company’s CRM platform, ensuring timely and accurate entry of orders with validated pricing, terms, and delivery schedules.
• Received, reviewed, and processed high-volume sales orders, ensuring proper documentation and customer details were captured in the CRM system for seamless execution.
• Tracked order status across the full lifecycle—from confirmation to fulfillment and invoicing—coordinating with Logistics, Sales, and Warehouse teams to eliminate delays.
• Acted as the primary point of contact for customers, providing real-time order updates, shipment tracking, and resolution of order-related issues through CRM case tracking.
• Maintained up-to-date customer master data and order history in the CRM, contributing to accurate forecasting and repeat business.
• Proactively identified order blocks or incomplete requests, resolving issues such as credit holds, missing documentation, or stock unavailability through collaboration with internal departments.
• Ensured adherence to internal compliance policies, trade terms, and audit controls while maintaining accurate records within the CRM.
• Generated order pipeline, backlog, and fulfillment performance reports using CRM analytics and Excel dashboards for management review.

Key Experience Highlights

• Over 3 years of experience in order processing and fulfillment, handling end-to-end customer, distributor, and reseller orders in a fast-paced, high-volume environment.
• Proven ability to process and validate software license orders with high accuracy in SAP ERP, ensuring on-time delivery and customer satisfaction.
• Excellent customer coordination, working closely with end clients to resolve discrepancies and update them on order and shipment status.
• Hands-on experience as a Quality Analyst for 2 year, focusing on maintaining 100% process accuracy, compliance, and continuous improvement in order fulfillment workflows.
• Participated in regular team meetings and performance reviews to identify improvement areas in process efficiency and customer experience.
• Demonstrated strength in training and mentoring new team members, supporting knowledge transfer and promoting best practices in order handling and documentation.
• Strong analytical mindset with a track record of resolving complex order-related issues, including pricing mismatches, credit holds, and delayed shipments.
• Maintained and monitored quality control metrics to ensure adherence to company SLAs, compliance standards, and process documentation protocols.
• Actively contributed to process improvement initiatives, enhancing the overall efficiency of the Order to Cash cycle and reducing rework3

Order Management & Customer Service Executive:

• Handled end-to-end order processing and customer service for a U.S.-based grocery store client, using ZOHO Desk for managing tickets related to order errors, coupon issues, and website navigation.
• Acted as a primary liaison between clients and internal teams to resolve order discrepancies, payment issues, and delivery concerns, ensuring smooth Order to Cash (O2C) workflow.
• Provided support for digital orders and proactively communicated order status, refund confirmations, and shipping timelines.
• Assisted in updating and maintaining accurate order and customer data, ensuring error-free entry in internal systems.
• Played a key role in customer retention by ensuring satisfaction through timely issue resolution and empathetic communication.
• Coordinated closely with marketing and sales teams to track campaign-related order fulfillment and analyze offer/coupon usage trends.

Quality Analyst – Order Fulfillment Operations:

• Performed manual quality checks on digital order workflows, including app/website portals where customers placed, tracked, and modified orders.
• Ensured order processing accuracy and customer journey consistency across multiple platforms through structured testing and feedback loops.
• Led a team of 4 analysts, delegating tasks and monitoring progress to meet project deadlines for QA and order optimization initiatives.
• Suggested process improvements based on test results, reducing order failure rates and improving turnaround time for issue resolution.
• Maintained documentation for test cases, quality metrics, and compliance checkpoints to support internal audits and customer SLAs.

• Oversaw the end-to-end onboarding process for medical professionals enrolling in online certification programs, ensuring timely delivery of course access credentials and documentation.
• Managed customer data validation and credential dispatch, ensuring error-free order fulfillment and access activation for students across the USA, UK, and India.
• Provided multi-channel customer support (email, chat, and voice) to address order-related inquiries, access issues, and service requests throughout the course lifecycle.
• Played a key role in order accuracy and service delivery, ensuring students had uninterrupted access to course materials, exams, and live sessions.
• Conducted and facilitated exam support and viva evaluations, ensuring compliance with academic and operational protocols.
• Led a team of support executives, overseeing task assignment, SLA tracking, and performance reviews to ensure timely and consistent student order fulfillment and issue resolution.
• Actively contributed to improving support workflows and onboarding processes, resulting in improved response times and higher student satisfaction rates.

• Accurately processed and managed customer orders in the internal order management system, ensuring timely and error-free order entry, status updates, and fulfillment tracking.
• Provided prompt and professional support to customers regarding order status, product availability, shipping timelines, and delivery expectations.
• Resolved order-related issues, including order discrepancies, returns, and fulfillment delays, by collaborating with warehouse and logistics teams.
• Monitored order lifecycle from initiation to dispatch, ensuring alignment with quality standards and service level agreements (SLAs).
• Conducted quality checks on order accuracy, packaging, and shipping documentation, ensuring compliance with company fulfillment policies.
• Generated reports and dashboards on order processing performance metrics, including turnaround time, accuracy rate, and customer satisfaction KPIs.
• Documented and escalated customer complaints or service issues in a timely manner, contributing to continuous improvement in the O2C workflow.
• Partnered with cross-functional teams, including Sales, Logistics, and Customer Service, to streamline and improve order-to-delivery processes.

• Trained new employees daily on marketing techniques and communication skills.
• Helped raise funds for NGOs and kept track of donations to ensure they reached the right people.
• Created and managed small teams, encouraging healthy competition to improve performance.
• Maintained clear records of collected funds and reported progress regularly.
• Built strong relationships with team members and donors through effective communication and teamwork.
• Supported and guided team members to meet goals and improve their confidence in fieldwork.