Payal Rao
Bangalore
Summary
Results-driven Senior Analyst with a demonstrated history of optimizing order management processes at Oracle India Pvt. Ltd. through innovative software implementations and effective cross-functional collaboration. Proficient in ERP systems, consistently achieving a 98% customer satisfaction rate while enhancing stakeholder engagement. Expertise in process optimization ensures smooth operations and elevated performance across teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Analyst
Oracle India Pvt.Ltd
Bengaluru
02.2018 - 05.2023
- Acted as an Order Management Specialist, collaborating with the Sales, Quality, Entitlement, and Product teams.
- Managed end to end Order lifecycle inclusive of quote submission, order processing, permission and billing.
- Prepared presentations on results of analysis for management team.
- Created detailed reports that documented findings and presented recommendations to senior leadership.
- Responsible for escalations, reports, and analytics.
- Coordinated with cross-functional teams (sales, inventory, logistics) to ensure the timely resolution of issues and customer concerns.
- Led team of 9 order management specialists, ensuring complete oversight of the entire order lifecycle.
- Worked closely with the sales, logistics, and customer service teams to resolve order-related issues and discrepancies, achieving a customer satisfaction rate of 98%.
- Created and maintained detailed reporting and dashboards to monitor order management KPIs, identify bottlenecks, and ensure the team's performance aligns with organizational goals.
- Managed the order processing workflow for a portfolio of high-value clients, ensuring the timely and accurate fulfillment of over 600 orders per month.
- Coordinated with vendors and suppliers to ensure product availability and delivery timelines were met.
- Worked closely with the logistics team to track shipments and resolve delays, achieving a 99% on-time delivery rate.
- Maintained accurate documentation for all orders, including shipping details, invoices, and billing records, ensuring compliance with internal and external policies.
- Monitoring all the queues and assigning all cloud non-standard deals to the appropriate person within the project team.
- Responsible for handling high-revenue-driven deals and high-profile customers' requests.
- Responsible for handling high-revenue-driven deals and high-profile customers' requests.
- Responsible for identifying the process gap between upstream and downstream teams, and also responsible for providing interim and final workarounds or process steps.
- Accountable for customer-centric stakeholder management through problem-solving, and resolving concerns and queries promptly and professionally.
- Responsible for conducting knowledge assessments, case study reviews, and testing analyses for internal team members on a monthly basis.
- Assisted in developing KPIs related to order management performance for better results.
- Increased team productivity through Lean and Continuous Improvement initiatives, ensuring workload balance.
- Grooming, mentoring, and monitoring the team's performance, identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation.
Senior Analyst
Ocwen Financial solution
Bangalore
03.2013 - 01.2018
- Review and validate customer orders: Ensure that all orders are complete, accurate, and meet customer requirements before they are processed.
- Coordinate with sales and customer service teams to resolve any discrepancies or special requests related to customer orders.
- Maintain accurate order data in the ERP or order management system (e.g., SAP, Oracle, NetSuite).
- Generate and review invoices for customer orders, ensuring accuracy in pricing, discounts, taxes, and payment terms.
- Ensure that invoices are timely and compliant with contracts and service agreements.
- Collaborate with finance teams to ensure that invoices are posted correctly and promptly.
- Reconcile customer accounts by comparing invoices, payments, and adjustments.
- Investigate and resolve discrepancies or unapplied payments promptly.
- Generate reports to track accounts receivable aging, DSO (Days Sales Outstanding), and collection metrics.Identify and implement process improvements in the O2C cycle to streamline workflows, reduce errors, and enhance customer satisfaction.
- Ensure compliance with company policies, customer agreements, and regulatory requirements.
- Assist in system upgrades or implementations of new O2C-related technologies (e.g., ERP system changes, automation tools).
Education
BBA - Finance
Garden City College
Bengaluru03-2009
Skills
- ERP Systems (SAP, Oracle, NetSuite)
- Cross-Functional Team Leadership
- Process Optimization and Workflow Improvement
- Customer Relationship Management (CRM)
- Vendor and Supplier Coordination
- Problem Resolution and Escalation Management
- Inventory and Supply Chain Management
- Training and Development
- Contract compliance and billing
- Excel, Tableau, Power BI
- Jira
- Word, Excel, PowerPoint, and Outlook
- Customer Service and Relationship Management
Certification
- ITIL Certified.
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Highlights
- Successfully reduced aging bucket 3-5 days from 25 + days by constant collaboration, organizing knowledge session. developing & implementing effective escalation path with stakeholder in a span of 3 months
- 3 RPA project.
- Was part of application testing in order to replace the paid services.
- CRM to GEC Migration.
- Was part of Cerner acquisition.
Timeline
Senior Analyst
Oracle India Pvt.Ltd
02.2018 - 05.2023
Senior Analyst
Ocwen Financial solution
03.2013 - 01.2018
BBA - Finance
Garden City College
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