Rashmi Prabhu
Bengaluru
Summary
Strong SAP knowledge and proficiency to navigate multiple systems. Talented leader with analytical approach to business planning and day-to-day problem-solving. Personable and dedicated Customer Service Representative with extensive experience in order management industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Assistant Manager - Order Management Specialist
Genpact India Pvt Ltd
Bengaluru
02.2022 - Current
- Lead team working in Sales support area and own smooth operation.
- Responsible for team outcome (efficiency / critical metric / SLA) and reporting of critical metric / SLA.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Own customer / third party relationship and governance to drive surprise free operation and revenue maximization.
- Drive governance and relationship with customer and front face any critical issues from customer and perform corrective action and preventive action planning.
- Coordinate (phone / emails) with Service technicians, Logistics teams, and Sales to ensure right delivery, installation, and confirmation to customers for orders placed.
- Bring together details from customers and sometimes service technicians for accurate invoicing (including CN / DN notes) and ensure to have complete billing / invoicing timely as per organizational contractual agreements.
- Administration of customer contracts i.e. update contracts, fixed and variable billing computation as per contact terms.
- Ensure resolution to customer requests for any queries on Contracts / order status and billing/invoicing correction.
- Periodical and ad-hoc Report preparation for internal (sales, Business Controllers, etc.) and external (Customers).
- Archival of right set of documents for audit and compliance purposes.
- Updating ERP regarding Customer Master details, order details, supplies, pricing, etc.
- Capturing information from logistics partners and advising customers regarding availability and deliveries.
- Checking and solving potential issues between client purchase orders (PO) and system information.
- Presenting with warehouse and forwarders and efficiently own delivery process to ensure return of goods to get final recipient.
- Preparing relevant documents for orders - Export documents , Pro forma invoices, customs documents, etc. and coordinate with internal teams for smooth order delivery.
- Accurate categorization of customer issues in system and corresponding responses on ERP systems for various disputes arising from customers in terms of damaged goods, shipment delayed, etc.
Data Quality Assurance Analyst
Varite India Pvt Ltd
Bengaluru
01.2020 - 12.2021
- Auditing cases based on volume/priorities/concerns areas based on weekly quota.
- Analyzed and documented data requirements, business rules, and process flows for data quality assurance projects.
- Liaise with Regional Program Managers and Vendor Managers to address said gaps.
- Working on various projects like ensure that automated process is working effectively and identifying error caused and creating corrective and preventive action taken by vendor teams on Errors.
- Have been recognized to test dynamic process and process handling time for vendors.
- Built strong relationships with global Cross-functional Teams to forecast, plan and onboard new projects where Shared Services team can help in time saving, productivity gain and cost effectiveness
- Worked closely with global leadership teams to align on objectives and deliverables by providing accurate visibility in terms of progress, risks and roadblocks.
- Providing reports on customer, sales and product management related data such as delivery performance.
Customer Management Specialist
TE Connectivity India Service Pvt Ltd
Bengaluru
11.2011 - 05.2019
- Single Point of Contact (SPOC) for North America, Japan & China Region.
- Involvement in transition of activities, Preparing SOP and documenting from North America, Japan and China Region
- Responsible for weekly circulation of Adoption, Utilization & Order analysis reports.
- Using applications like SAP, SFDC sales and service cloud, mailbox management, CSR portal.
- Drive Continuous Improvement Projects (CIP) to simplify/standardize process.
- Responsible for maintaining consistency in adoption rate for activities handled by India team, and prepare month end reports.
- Immediate action on Ad hoc support requirements to customers, both internal & external.
- Creation of Quotation to customers after reviewing current price in SAP HANA v/s agreed price.
- Creation of Return Material Authorization (RMA) requests for exchange & upgrade order types.
- Creation of Service Orders to meet customer requirements on Warranty, Maintenance, Project requests.
- Create Sales Orders through SAP and arrange delivery of parts to customer.
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Creating RCA for cases which has crossed SLA for better clarity.
- Providing training for new hires for better quality output.
- Supporting other duties as assigned to help company achieve its goals.
- Participate in continuous improvement projects (Kaizen, Lean, TEOA).
- B2B Order Management
Technical Support Representative
Nashwall Anti Virus System
Bengaluru
03.2011 - 10.2011
- Described solutions to customers accurately and persuasively.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
- Defined and documented technical best practices.
- Identified and solved technical issues with variety of diagnostic tools.
- Resolved problems with malfunctioning products.
- Provided on-call support for critical issues.
- Reviewed technical documentation and procedures.
Process Associate
Infosys BPO Limited
Bengaluru
07.2010 - 02.2011
- Nature of this job is to review and upload advertise ad's to site by reviewing terms and conditions
- Scheduling Ad's on respective tabs under yahoo website
- Execute tests, collect and analyze data, identify trends and insights in order to achieve maximum ROI in paid search campaigns
- Track, report, and analyze website analytics and PPC initiatives and campaigns
- Manage campaign expenses, staying on budget, estimating monthly costs and reconciling discrepancies
- Optimize copy and landing pages for paid search engine marketing campaigns
- Perform ongoing paid keyword discovery, expansion and optimization
- Research and analyze competitor advertising links.
Education
MBA - Information Technology Project Management
Sikkim Manipal Distance Education
Bengaluru, India04.2019
Bachelor of Science - Computer Science
Bangalore University
Bengaluru, India06.2010
Skills
- Maintaining Quality Assurance Standards
- Order to Cash
- Customer Care
- Return Processing
- Shipment Processing
- Order Process Management
- Quotation Management
- Pricing Optimization
- Continuous Improvement Process
- Customer Interaction
Timeline
Assistant Manager - Order Management Specialist
Genpact India Pvt Ltd
02.2022 - Current
Data Quality Assurance Analyst
Varite India Pvt Ltd
01.2020 - 12.2021
Customer Management Specialist
TE Connectivity India Service Pvt Ltd
11.2011 - 05.2019
Technical Support Representative
Nashwall Anti Virus System
03.2011 - 10.2011
Process Associate
Infosys BPO Limited
07.2010 - 02.2011
MBA - Information Technology Project Management
Sikkim Manipal Distance Education
Bachelor of Science - Computer Science
Bangalore University
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