Raksha R
Associate, Customer Service Support
Bengaluru,KA
Summary
Results-driven Master Data Management (MDM) Analyst with proven experience in maintaining high-quality customer and commercial master data. Expertise in SAP and Salesforce (SFDC), specializing in data governance, validation, enrichment, and account structuring for accurate sales reporting. Strong track record of improving data accuracy and process efficiency while managing complex workflows and meeting SLAs. Adept at stakeholder collaboration and delivering reliable, business-critical data.
Overview
4
4
years of professional experience
Work History
Associate, Customer Service Support
Alcon
12.2023 - Current
- Managed end-to-end account lifecycle activities for Vision Care and Surgical business units, including the creation of Customer, Commercial (Revenue), and Professional accounts.
- Ensured accurate affiliation of Customer, Commercial, and Professional accounts, including the assignment of partner functions and hierarchy mapping.
- Maintained and validated healthcare account data (HCO and HCP) with precise license assignment, including certification codes where applicable.
- Linked and structured accounts to support accurate sales reporting, revenue tracking, and business analytics across regions.
- Ensured compliance with industry regulations such as PDMA, VAWD, AFCM, and DSCSA by performing thorough license and tax ID validations.
- Handled internal and external account inquiries related to account updates, ownership changes, shipping requests, freight, and payment methods.
- Supported Vision Care networks and surgical distribution channels, including optical networks and buying groups data management.
- Managed practice hierarchies to ensure accurate relationship mapping across healthcare providers and organizations.
- Acted as a point of contact for customer communications, handling emails, and coordinating with cross-functional teams for issue resolution.
- Initiated, tracked, and resolved cases within defined SLAs, ensuring high customer satisfaction.
- Conducted outbound calls with customers and internal stakeholders to resolve account-related queries and improve service efficiency.
- Ensured high data quality standards by adhering to SOPs, validation rules, and governance policies.
- Contributed to continuous process improvement initiatives to enhance efficiency and reduce turnaround time.
Process Associate
Tata Consultancy Services (TCS)
03.2022 - 10.2023
- Processed requests for creation, modification, blocking/unblocking, and deletion of customer and vendor master data across multiple regions.
- Managed the creation and maintenance of commercial master data within the SAP system.
- Performed master data harmonization and enrichment activities in alignment with defined business rules.
- Implemented data quality rules, validations, and governance standards to ensure data accuracy and compliance.
- Consistently met SLA and TAT requirements, as per client expectations.
- Extracted, reviewed, and analyzed master data from ERP systems and related applications.
- Contributed to process improvement initiatives, and supported project-related activities.
- Executed mass data uploads and enrichment activities using SAP tools.
- Ensured high data accuracy by following a 'right-first-time' approach and maintaining efficiency.
- Assisted in preparing regular and ad-hoc management reports related to master data.
- Participated in client meetings to discuss process updates, issues, and improvements.
- Proposed and implemented automation ideas to enhance process efficiency, and reduce turnaround time.
- Conducted regular SOP reviews to ensure adherence to data governance standards, and validation rules.
- Prepared audit reports to maintain data quality and compliance.
- Monitored workflow, assigned tasks, and supported team members to maintain high-quality data standards.
- Trained internal and offshore team members on processes and best practices.
Education
B.COM - Business And Finance
04.2001 -
Skills
Data Management & Governance: Master Data Management (MDM), Data Quality Assurance, Data Validation, Data Harmonization, Data Enrichment
Analytical Skills: Critical Thinking, Data Analysis, Attention to Detail, Root Cause Analysis
Tools & Technologies: SAP (ERP), Salesforce (SFDC/CRM), MDM (EBX), MS Excel (Advanced), MS Office Suite
Reporting & Insights: Data Extraction, Report Generation, Sales Data Structuring, Dashboard Support
Process & Execution: SLA & TAT Management, Process Optimization, Managing Complex Data Workflows
Collaboration & Communication: Cross-Functional Collaboration, Stakeholder Communication (Verbal & Written)
Accomplishments
Awarded Q3 Recognition for outstanding performance, showcasing strong ownership, delivering tasks within tight turnaround times, and contributing to improved team collaboration and efficiency.
Timeline
Associate, Customer Service Support - Alcon
12.2023 - Current
Process Associate - Tata Consultancy Services (TCS)
03.2022 - 10.2023
Bhandarkars' Arts And Science College - B.COM, Business And Finance
04.2001 -