Padmavathi Ethirajan

Project Manager - Localization Industry

• Managed high-profile accounts: Successfully led localization projects for Adobe, GlaxoSmithKline, and Microsoft.
• Team Leadership: Coordinated cross-functional teams to ensure timely and accurate delivery of localized content.
• Quality Assurance: Implemented rigorous QA processes to maintain the highest standards of quality across all projects.
• Client Communication: Served as the primary point of contact for clients, ensuring clear communication, and satisfaction.
• Project Planning: Developed and executed detailed project plans, managing budgets, timelines, and resources efficiently.
• Revenue & Cost Control: Managed budgets and controlled costs effectively, optimizing resource allocation and maximizing profitability.
• Stakeholder Communication: Served as the primary liaison with clients, ensuring clear communication and addressing any concerns promptly.

Order Delivery Manager - Orange Business Services, Mumbai, Maharashtra January 2020 - March 2023

• Customer Order Management: Delivered Integrated Services (IS) such as Cisco routers, switches, firewalls, audio codes, telepresence devices, and A-flex subscriptions, ensuring adherence to time, cost, and quality criteria.
• Cross-Functional Collaboration: Worked with global teams in sales, customer support, fulfillment, order management, and billing to optimize processes and reduce re-work.
• Root Cause Analysis: Conducted detailed analyses to identify and address the source of errors, implementing process improvements.
• Client Liaison: Acted as a single point of contact for international clients, handling implementations, and managing escalations end-to-end.
• Risk Management: Anticipated challenges and risks, coordinating with interlocks, vendors, logistics, and supply chain to mitigate issues.
• Stakeholder Engagement: Interacted with internal and external stakeholders across Europe, APAC, LAM, NAM, and EMEA.
• Problem-Solving & Analytical Skills: Applied creative problem-solving to resolve client issues and improve service offerings.
• Technical Proficiency: Experienced user of Oracle applications and CARA.

• Business Model Expertise: Excellent understanding of the business model, transactional processes, and role dependencies within the business unit.
• Forecasting & Targets: Projected monthly targets, and managed financial debt collections effectively.
• Portfolio Management: Serviced individual portfolios (KYC) proactively, delivering productivity and quality improvements.
• Compliance Adherence: Ensured compliance with SOP, FCA guidelines, group policies, and procedures.
• Client Communication: Collected premiums and brokerage, ensuring timely payments to carriers/underwriters.
• Client Support: Assisted clients with premium calculations, debit notes, invoices, warranty payments, and deductions.
• Critical Activity Management: Managed critical activities (PAM, TPP Authorization, PPWs) with high accuracy.
• Self-Driven Performance: Managed own portfolio and responsibilities with precision; recognized for outstanding client and stakeholder relations.
• Technical Proficiency: Competent user of Eclipse (Citrix application).

• Client Query Resolution: Handled client queries, complaints, and comments via emails, calls, walk-ins, and social media platforms (Facebook, Instagram, WhatsApp, LinkedIn).
• Graphic Design Training: Professionally trained in basic graphic designing for printing/embroidery needs on a real-time basis.
• Cross-Department Coordination: Coordinated with various departments to provide quick and effective marketing solutions.
• Vendor Management: Possessed fair knowledge of vendor management and conducted best analysis of customer user experience.
• Award Recognition: Won the WOW CALL award for two consecutive years.
• High-Volume Workload Management: Managed a high-volume workload within a deadline-driven environment.
• Order Accuracy: Meticulously reviewed e-commerce process orders ensuring 100% accuracy, minimizing disputes and escalations.
• Analytical Skills: Conducted in-depth research to provide quick and accurate decisions to clients.

• Client Query Resolution: Handled client queries, complaints, and comments via emails and web chat, providing timely and effective solutions.
• Needs Analysis: Analyzed and understood clients' requirements to recommend the best suitable plans.
• Efficiency: Demonstrated fast typing skills and the ability to work efficiently with dual windows.
• Guidance & Support: Assisted clients with filing complaints, refunds, reimbursements, and replacements, ensuring a seamless customer experience.

Customer Service Specialist - WNS

• Client Query Resolution: Addressed and resolved client queries, complaints, and comments, ensuring high levels of customer satisfaction from pre-travel to post-travel stages.
• Upgrade & Renewal Management: Renewed upgrade requests based on clients' current requirements.
• Transaction Handling: Managed transactions related to sales, canceled flights, and lost/damaged luggage in a timely manner.
• Refunds & Reimbursements: Interacted with the refunds team daily to handle reimbursements, renewals, claims, and other related matters.
• Effective Communication: Provided support via emails and calls, ensuring thorough and timely responses to client issues.