PRANJU PROTIM BARUAH
Exp Customer Exp Professional
Subhodaya Laurels, Tejsawini Nagar, Bangalore,560076
Summary
Customer Experience Professional with over 6.5 years of successful experience in Return Material Authorization, Order Management (Supply Chain Management), Account receivable and PO generation. Recognized consistently for performance excellence and contributions to success in industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Experience Customer Experience Professional
Honeywell
Bangalore, Karnataka
02.2019 - Current
- Working on customer claims - Validating customer claims to judge if it’s valid claim or not, if its Honeywell error or not and issue RMA (Return Material Authorization) accordingly to provide credit and initiate replacement order if required.
- Working closely with internal Quality engineers/stake holder to understand technical claim raised by Customers.
- Working with ISC team (Receiving / Shipping / Planning) for product shipping related quires.
- Working with Credit analyst and invoicing team for any Invoicing related quires and creating CMR / DMR's (Credit memo / Debit memo) as and when required
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Exceeded goals through effective task prioritization and great work ethic.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Worked with rigid customers to understand needs and provide excellent service.
- Led projects and analyzed data to identify opportunities for improvement.
Customer Service Representative
Honeywell
Bangalore, Karnataka
04.2016 - 01.2019
- Processing the Purchase orders to meet the customer demand.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Handling outbound calls with customer or sales to get the required information to get the orders placed perfectly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Senior Process Executive
Infosys Limited
Bangalore, Karnataka
01.2015 - 04.2016
- Booking service orders with the help of tools: Oracle 11i, R12, PBM, RNT, CSCC, Status tool, Customer search, Customer Specific, CPR, FCM, Deal Id and doing validations with the customer purchase orders and with the respective tools.
- Processing customers’ renewal booking request placed with PO, valid a quote and Statement of Work.
- Handling escalations which received from customer and deliver the services on priority base.
- Co-ordinate with Clients and other teams in order to successfully deliver all the expected SLA’s.
- Advice Customers on Booking, Entitlement, Service Contract and invoicing queries.
- Supporting the direct and indirect customer for service queries and other issues through mails.
- Work with Accounts Payable team for Invoice verification and processing till the payment is been done and closure of PO’s..
Global Associate
Impelsys Inc
Bangalore, Karnataka
01.2010 - 01.2012
- Invoicing to the clients based on SOW, T&M, Hosting other related.
- Providing and maintaining AR aging Reports on Weekly Basis.
- Co-ordination with different BU’s for purchase as per the requirements.
- Customers follow up for the payments against invoice and maintaining good vendor relationship.
- Proper filing of all the documents like statutory related, customer contracts, vendor contracts under company website (File Management under Google docs).
- Preparation of bank reconciliation statements.
- Maintaining proper accounts for retail and institutional sales and doing reconciliation on weekly basis against Paypal statement.
Education
MBA - Finance, Finance and Investment
Sikkim Manipal University, Exeter University
Bangalore 05.2012 - 04.2014
PGDM - Finance
Exeter University
United Kingdome 09.2009 - 10.2010
B.Com - Commerce
Mahaveer Jain College, Bangalore University
Bangalore 04.2005 - 04.2008
High Secondary - Commerce
Mahaveer Jain College
Bangalore 05.2003 - 05.2005
Skills
Customer experience enhancement
Turnaround experience
Quality assurance
Managing returns
Commercial invoices
Order process management
ERP systems like SAP Oracle 11i & R12
MS Excel
Written Communication
Customer service
Certification
Six Sigma Green Belt Certified (SSGBC)- December 2018
Accomplishments
- Collaborated with team of 5 in the development of Spex Productivity Improvement Project
- Documented and resolved reduction of inventory which led to quicker turnaround to the customer.
- Received Bravo Bronze Award for Q4 2019
- Received “Best performer Award” in the Team
Timeline
Experience Customer Experience Professional
Honeywell
02.2019 - Current
Customer Service Representative
Honeywell
04.2016 - 01.2019
Senior Process Executive
Infosys Limited
01.2015 - 04.2016
MBA - Finance, Finance and Investment
Sikkim Manipal University, Exeter University
05.2012 - 04.2014
Global Associate
Impelsys Inc
01.2010 - 01.2012
PGDM - Finance
Exeter University
09.2009 - 10.2010
B.Com - Commerce
Mahaveer Jain College, Bangalore University
04.2005 - 04.2008
High Secondary - Commerce
Mahaveer Jain College
05.2003 - 05.2005