RUBAVANNAN KARTHICK KUMARESAN

Analyst Help Desk (HD)

Process and validate customer requests over the GMB and forward the email to query management tool Service now.

Address customer queries, work for the mentioned issues, descrepencies with relevant teams and provide resolution to resolve the query.

· Supervise and mentor help desk staff.

· Provide training and guidance to improve team performance.

· Assign tasks and ensure workload distribution is balanced.

· Conduct performance reviews and provide constructive feedback.

· Organize training programs to improve technical and customer service skills.

· Ensure the team follows DTP and IT best practices.

· Act as an escalation point for complex technical issues.

· Ensure timely and effective resolution of support tickets.

· Collaborate with other teams to resolve critical system issues.

· Maintain documentation for common issues and troubleshooting steps.

· Monitor ticket trends to identify recurring problems and suggest improvements.

· Implement best practices to enhance service quality and efficiency.

· Track key performance indicators (KPIs) like response time and resolution rates.

· Generate reports on team performance and support trends.

· Identify areas for improvement based on data analysis.

Customer inquiries

Process and validate customer requests over the GMB and forward the email to query mangament tool Sevice now .

Address customer queries, work for the mentioned issues, descrepencies with relevant teams and provide resolution to resolve the query .

• Listen carefully or read the customer's concern thoroughly.
• Ask clarifying questions if necessary to get all details.
• Categorize the issue (billing, technical, product-related, etc.).

· Check internal records, policies, and past communications.

· Coordinate with relevant departments (billing, technical, logistics, etc.) to find the root cause.

· Escalate the issue if it requires higher-level intervention.

· Communicate the solution clearly to the customer.

· Offer alternatives if the ideal solution isn't possible.

· Ensure the customer understands the next steps and expected resolution time.

· Confirm the issue has been resolved to the customer’s satisfaction.

· Document the case for future reference and analysis.

Reporting

· Provide daily production report to the TL and make the analysis to make the weaken areas strong

· Quality Control Report – Ensures adherence to standards and customer expectations.

· Work on the monthly 3x3 report

· Work on the FMEA report and strengthen the areas of weakness of the process

• Working closely with suppliers and customers service team to improve operations and reduce cost.
• ·Working with vendors to get updates like ETA for products, installation date and Tracking information and invoices for shipped products.
• PO maintenance – Order revision, deletion, and changes on date, quantity, price etc.
• Maintaining purchase orders to various customers and vendor.
• Timely issuance of PO to vendors & co-ordination for payment.
• Conversion of PR to PO and on time completion of open PO report. Working on weekly cancellation report to cancel orders from vendor side before shipping item to ware house.
• Ensuring products delivered on time, stock control in warehouse.
• Taking care of inventories and following up with buyers and warehouse on lead time and deliveries of items.
• Handling issue in PO, contacting vendor for issue and resolve issue with in TAT.
• Managed over 50 customer calls per day
• Checking validity of t scheduling agreement and acting as connection between supplier and customer to ensure that future products manufactured are up to date and making way supplies same.
• Following up with vendors for invoices and make payment to vendor as earliest.
• Working with Account Payable, and handling issue in invoice and helping Accounts Payable team to make payment for those open invoices.
• Helping team leaders on consolidating report of team and uploading recent update like ETA, Order confirmation, tracking number, invoices etc. Which got from vendor on SAP using ZPOCONF T- CODE.
• Checking quality of procurement team.
• Good relationship with customer service rep other buyers from on-site and other inter departments.
• Initiative for team huddles and meeting to give regular updates. Sharing weekly performances of everyone on team.
• Presentation on Monthly town hall with team, Managers and Lead to review monthly performance of team.
• And train new joiner and acting like mentor.

• Manage client expectations and control orderly resolution of clients’ queries within agreed service standards; communicate service delivery levels and participate in regular internal customer service meetings with Operations team
• Initialize investigations of complaints via internal communication channels. Create written responses to customer complaints after investigation results have been received from other internal departments and send appropriate response emails. Monitor time-sensitive transactions

· Responsible for creating, planning and executing the after-sales activities Mediate with the marketing, product and operational departments

• Act as Mediator between Clients, sales department and operation teams
• Ensure that all Client queries are properly logged in system
• Managed over 50 customer calls per day
• Escalate client complaints promptly and follow up for early resolution
• Mediate with business partners to ensure prompt resolution of open queries
• Provide on job training on routine work to new teammates
• Prepare daily and periodic statistics
• Developing strong, personal relationships with existing clients
• Build and maintain effective working relationships with clients and colleagues

• Working closely with suppliers and customers service team to improve operations and reduce cost.
• ·Working with vendors to get updates like ETA for products, installation date and Tracking information and invoices for shipped products.
• PO maintenance – Order revision, deletion, and changes on date, quantity, price etc.
• Maintaining purchase orders to various customers and vendor.
• Timely issuance of PO to vendors & co-ordination for payment.
• Conversion of PR to PO and on time completion of open PO report. Working on weekly cancellation report to cancel orders from vendor side before shipping item to ware house.
• Ensuring products delivered on time, stock control in warehouse.
• Taking care of inventories and following up with buyers and warehouse on lead time and deliveries of items.
• Handling issue in PO, contacting vendor for issue and resolve issue with in TAT.
• Managed over 50 customer calls per day
• Checking validity of t scheduling agreement and acting as connection between supplier and customer to ensure that future products manufactured are up to date and making way supplies same.
• Following up with vendors for invoices and make payment to vendor as earliest.
• Working with Account Payable, and handling issue in invoice and helping Accounts Payable team to make payment for those open invoices.
• Helping team leaders on consolidating report of team and uploading recent update like ETA, Order confirmation, tracking number, invoices etc. Which got from vendor on SAP using ZPOCONF T- CODE.
• Checking quality of procurement team.
• Good relationship with customer service rep other buyers from on-site and other inter departments.
• Initiative for team huddles and meeting to give regular updates. Sharing weekly performances of everyone on team.
• Presentation on Monthly town hall with team, Managers and Lead to review monthly performance of team.
• And train new joiner and acting like mentor.

· Assisting in sales

· Handling problems

· Clerical Tasks

· Customer follow-up

· Sales promotions

Responsibilities Held:

• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.
• Managed over 50 customer calls per day
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation
• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction

• Monitoring and ensuring uninterrupted supply of materials issues to production.
• Ensuring facilitation, machine performance for all printing requirements
• Ensuring & providing the inputs for production requirements for all shifts.
• Ensure 80 % of productivity across shift
• Increased quality by applying parameters
• Ensuring quality and approving production lots.
• Troubleshooting and Problem Solving.
• Corrective action implementation

• Creating arts through designing software’s Adobe Photoshop CS, Corel Draw XII.
• Redesigned student newspaper to make format more readable and appealing, leading to readership increase of 20%

• Material follow up
• Allocation of daily works to operators & achieve target.
• Quality Control
• Made sure 70 % of productivity achieved across shift .
• Corrective action implementation
• Approval of production lots
• Customer complaint corrective action.
• Reduction in process rejection.
• Offset Machine Operation
• Actively listened to customers' requests, confirming full understanding before addressing concerns
• Developed team communications and information for meetings
• Supervised work of contracted employees to keep on task for timely completion