SAP
PRIYANKA PRABHU
Bengaluru
Summary
Dynamic service operations professional with over 5 years of experience as a Service Coordinator and Service Operation Analyst, dedicated to optimizing processes and enhancing customer satisfaction. Proven track record of coordinating and streamlining operations to improve efficiency and reduce costs while leveraging data analysis to identify trends and implement strategic improvements. Expertise in leading cross-functional teams to deliver projects on time and within budget, with a commitment to driving continuous improvement and operational excellence. Strong foundation in customer engagement and conflict resolution, complemented by a passion for delivering impactful sales program enhancements that significantly boost margins and revenues.
Overview
6
6
years of professional experience
Work History
Sales Operations Analyst
Illumina
05.2025 - Current
- Developed and maintained dashboards for real-time tracking of sales performance metrics on Salesforce.
- Enabled sales operations to run smoothly through effective management of department's workflows and processes.
- Enhanced team productivity by developing comprehensive sales reports and performance metrics analysis.
- Analyzed sales data to identify patterns, informing adjustments in strategies that drove significant improvements in overall performance.
- Produced scheduled and ad hoc reports using Salesforce.
- Performed discount analysis to optimize the approval process and reduce the multiple count of approval workflows by capping all discounts at 15%, while simultaneously reducing discounts on higher discounted products.
- Conducted regular audits of sales data to ensure compliance and data integrity.
- Analyzed dealers, customer count, and revenue patterns, and implemented a decision-making process to reduce customer counts to fewer dealers.
- Developed and maintained action item trackers to ensure operations run smoothly by completing tasks derived from monthly and quarterly review calls, to report upwards with a scrum master approach weekly.
Service Operations Analyst
Illumina
06.2024 - 04.2025
- Development of Comprehensive Scorecards: Designed and implemented detailed scorecards that accurately measure and monitor key performance indicators (KPIs) throughout the AMEA region. These scorecards provide a structured framework for evaluating performance and identifying areas for improvement.
- Service Commercial performance framework: Regularly tracked and assessed KPI performance metrics each month to ensure that service operations goals were not only met, but were consistently exceeded. This process involved analyzing trends, and making necessary adjustments to maintain high standards.
- Developed a Quarterly Business Reviews framework: Conducted and presented thorough QBRs, offering valuable insights and strategic recommendations aimed at optimizing performance and driving operational excellence. These reviews facilitated informed decision-making and strategic planning.
- User Acceptance Testing (UAT): Actively engaged in the UAT process to ensure that new systems and tools adhered to rigorous standards prior to deployment. This involvement helped guarantee that the implemented solutions were effective and reliable.
- Proactive Performance Management: Identified trends, analyzed data, and implemented corrective actions to address performance gaps, and enhance service delivery. This proactive approach ensured continuous improvement and adaptability in operations.
- Collaboration with Leadership: Worked closely with service operations leaders, and regional directors, to set new targets that align with global standards. Facilitated change management and served as a mediator for sub-regional management to adjust unfamiliar targets to reflect achievable trends, ensuring alignment, and feasibility.
- Current Role Transition: My role has transitioned to focus on sales, aligning with my interests. I am currently working on a project to create Sales Cockpit dashboards for Channel Partners, aimed at effectively monitoring Sales KPIs, and enhancing sales performance analysis.
- Analyzed service operations data to identify trends and improve efficiency.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Developed and maintained key performance indicators to monitor operational performance.
- Evaluated customer feedback to identify areas for enhancement in service operations.
- Designed and executed reports for management to support strategic decision-making.
- Facilitated strong inter-departmental communication to ensure seamless coordination in delivering high-quality services to clients.
- Maintained compliance with industry standards and regulations through regular audits and reviews of existing protocols.
Service Operations Coordinator
LM Wind Power Blades
07.2022 - 05.2024
- Demonstrated exceptional vendor management skills, fostering strong relationships, and resolving issues promptly to maintain a reliable supply chain.
- Negotiated contracts and agreements to secure favorable terms and conditions, while ensuring compliance with organizational policies and regulations.
- Conducted thorough market research and analysis to identify cost-saving opportunities, and optimize supplier selection.
- Manage the financial aspects of overseas projects, ensuring accurate and timely tracking of project costs throughout their lifecycle.
- Collaborate with project managers and stakeholders to establish project budgets, cost estimates, and financial forecasts, aligning with project objectives and timelines.
- Monthly reporting of work in progress, work capitalization, in terms of revenue generation as well as hours/efficiency, T&L reporting, and stock reporting. Monitor and analyze hourly Key Performance Indicators (KPIs) to assess operational performance, identify trends, and drive data-driven decision-making.
- Develop and implement systems to collect and organize real-time data, ensuring accuracy and relevance to KPIs. Collaborate with cross-functional teams to define and refine KPIs based on business objectives and operational requirements.
- Establish benchmarks and targets for hourly KPIs, tracking progress, and regularly reporting performance to stakeholders.
- Analyze the root causes of deviations from KPI targets, providing recommendations and actionable insights to improve operational efficiency and productivity.
- Work closely with operations and management to develop strategies that align with KPI goals, optimizing processes and workflows accordingly.
- Continuously improve data collection processes and methodologies to enhance the accuracy and timeliness of KPI reporting.
- Educate team members on the importance of KPIs, and how to effectively contribute to achieving and maintaining targets.
Service Coordinator (Administration, HR operations & Business Operations)
Inflow Technologies Pvt Ltd
12.2019 - 07.2022
- Accomplished HR and administrative professional with expertise in managing attendance records, internal hiring, and resolving employee queries regarding HR policies, leaves, travel, and accommodation.
- Proficient inventory management, ensuring a seamless flow of supplies and resources. Experienced in handling petty cash, submitting necessary documents to finance, processing travel claims, and keeping comprehensive expense records.
- Demonstrated abilities in business coordination and operations, including vendor onboarding, preparation of proposals and quotes, and efficient order processing on ERP systems.
- Proven record of accomplishment in coordinating project completion, invoicing, and ensuring timely payments from partners and customers.
- Exceptional skills in maintaining detailed expense reports, preparing achievement reports, and efficiently managing databases for inside sales activities.
- Highlighting sales achievements through monthly, quarterly, and yearly reports, showcasing dedication to results-oriented outcomes.
Education
MBA - IT Systems Management
06.2024
Triple Major - English Literature, Journalism and Psychology
07.2019
Skills
Effective team management
TOOLS
- Salesforce
- Tableau
- Asana
- Jira
- Front App
- SAP
- Microsoft Sharepoint
- MS Office
- Outlook
- Axapta
- Power Bi
Software
Asana
Salesforce
Tableau
IBM Cognos
Excel
Timeline
Sales Operations Analyst - Illumina
05.2025 - Current
Service Operations Analyst - Illumina
06.2024 - 04.2025
Service Operations Coordinator - LM Wind Power Blades
07.2022 - 05.2024
Service Coordinator (Administration, HR operations & Business Operations) - Inflow Technologies Pvt Ltd
12.2019 - 07.2022
St Josephs University - Triple Major, English Literature, Journalism and Psychology
NMIMS - MBA, IT Systems Management