Sandra Crocker
Chennai
Summary
Dynamic leader with proven expertise in transitions of new projects and quality management, honed at Capgemini Technology Services India Limited. Excelled in demand planning and team building, significantly enhancing team efficiency and client satisfaction. Skilled in SAP work order entry and fostering effective communication, adept at steering teams towards achieving stringent SLAs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Process Lead
Capgemini Technology Services India Limited
05.2022 - Current
- Transition of New Projects from Unilever Clients (South America - Brazil)
- Ensuring the Team follows SLA
- Working on Metrics to ensure that the Team meets its TAT without any delays
- Creating RCA
- KT and Training for New Hires
- Creating SOP (Standard Operating System)
- Demand Planning (South America - Argentina)
- Working on Reports for the Unilever clients (South America- Brazil)
- Creating Training plan
Customer Support Representative & Internal Quality Representative
RR Donnelly - Commercial Print, E-Publishing
07.2012 - 05.2022
- Support customers with any issues regarding their billing or shipping
- 5S spoc in the team and implemented many new policies within the team
- Reach out to the customer regarding errors/order holds
- Analyze and research on what kind of hold the order has; and work on the followup with customer and/or the stateside CSR to make sure that the order ships
- Through Emails and overseas calls we resolve the discrepancy occurred in transit by tracking system and the information provided by the customers while placing orders
- Online data captured from different sources
- Allocate work to the team members based on the work flow
- Support the team by training the new hirer and Internal Quality controller
- Floor support for application related inquiries
- Worked as an Associate from- 2012 -2014
- Customer or states side CSRs place their orders through calls and emails, fax
- Creating orders for all commercial print business across USA and other countries
- The orders are to be keyed in the system application; and confirmation email/call needs to be made
- Tracking, invoicing, and raising customer queries to provide them with credit memos
- Profile management - creating and maintenance of new and existing customer profiles
- Constant communication with the customer regarding the orders that needs to be placed
Customer Associate
Caliber Point
Chennai
10.2011 - 07.2012
- Working with doctors' offices and clinics.
- Gathering data and updating the system on the same.
Education
Bachelor of Arts - Corp .Economics
Women's Christian College
Chennai01.2011
Higher Secondary -
Christ Church Anglo Indian-Indian Higher Secondary School
Chennai01.2008
S.S.L.C. -
Christ Church Anglo Indian-Indian Higher Secondary School
ChennaiSkills
- SAP work order entry
- Leadership training
- Process expert
- Transitions of new projects
- Quality Management
- Order Management
- Creating quotes for the US clients
- Warehouse management
- Demand planning
- Workforce utilization
- Effective communication
- Team supervision
- Team building
Accomplishments
- Was awarded the Arjuna Best in Quality. (RR Donnelly)
- Eureka award for Best in Productivity and Attendance. (RR Donnelly)
- Client appreciations (RR Donnelly)
- Above & Beyond (Xtramile- Stellar Performance-Capgemini)
Hobbies and Interests
- Listen to Music
- Watching TV
Disclaimer
I hereby declare that the above information furnished by me is true to the best of my knowledge.
Languages
- English
- Tamil
Personal Information
- Date of Birth: 01/14/91
- Nationality: Indian
- Marital Status: Married
Certification
- Customer Certificated Services (R R Donelley)
Timeline
Process Lead
Capgemini Technology Services India Limited
05.2022 - Current
Customer Support Representative & Internal Quality Representative
RR Donnelly - Commercial Print, E-Publishing
07.2012 - 05.2022
Customer Associate
Caliber Point
10.2011 - 07.2012
Bachelor of Arts - Corp .Economics
Women's Christian College
Higher Secondary -
Christ Church Anglo Indian-Indian Higher Secondary School
S.S.L.C. -
Christ Church Anglo Indian-Indian Higher Secondary School
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