Sandhiya Selvam
Chennai
Summary
High-impact order management and supply chain professional with 8+ years of experience in end-to-end order-to-cash operations, including fulfillment, procurement, logistics, invoicing, and SLA management across global markets. Proven ability to drive process improvements, resolve complex operational issues, and coordinate cross-functionally to enhance service performance. Strong expertise in SAP SD, ERP operations, and data-driven reporting using Excel and dashboards. Recently upskilled in full-stack development, enabling contribution to techno-functional and digital transformation initiatives, while continuing to deliver operational excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Solutions Representative
HTC Global Services
08.2019 - Current
- Managed end-to-end Order-to-Cash (O2C) operations, including quotation management, order entry, pricing validation, delivery creation, shipment coordination, invoicing, and fulfillment tracking, improving on-time order processing efficiency by 15%.
- Executed post-sales operations through structured RMA processes, handling repairs, refunds, and credit/debit notes, ensuring compliance with company policies and reducing revenue leakage.
- Delivered multi-channel customer support via live chat and email, resolving complex product, billing, and logistics queries, achieving a consistent 98% customer satisfaction (CSAT) score.
- Implemented quality assurance audits, control checklists, and process reviews, reducing order processing and customer support errors by 20%.
- Generated and analyzed backorder, open order, and shipping label reports to monitor inventory availability, optimize delivery schedules, and maintain SLA compliance.
- Trained, onboarded, and mentored new hires on SAP/ERP workflows, SOPs, and operational best practices, improving team productivity and accuracy.
- Proactively troubleshot customer and stakeholder issues using root-cause analysis, increasing First Contact Resolution (FCR) by 18% and reducing repeat escalations.
- Supported daily workload planning and task allocation to ensure balanced coverage and timely order processing
- Led transition and stabilization activities during process migration, developing Standard Operating Procedures (SOPs), training manuals, and workflow diagrams to ensure operational continuity and audit readiness.
Senior Associate
Wipro Private Limited
11.2017 - 07.2019
- Executed end-to-end Order-to-Cash (O2C) operations, including order processing, delivery scheduling, shipment coordination, invoicing, and fulfillment tracking, consistently meeting SLA targets across global accounts.
- Functioned as a Subject Matter Expert (SME) for procurement and logistics activities, ensuring timely sourcing of raw materials and transportation coordination to prevent production and fulfillment delays.
- Managed procurement operations including PO creation, GRN processing, and inbound/outbound deliveries, improving material availability and reducing order cycle time.
- Monitored open orders, backlog, and stock-out items for key telecom clients across Europe, Asia, and the Americas, proactively coordinating with warehouse and planning teams to minimize service disruptions.
- Led continuous process and system improvement initiatives, strengthening data accuracy, process compliance, and cross-functional execution.
- Participated in operational review meetings with stakeholders to discuss performance gaps and improvement actions
Education
Bachelor of Science - Computer Science
Mohammed Sathak College of Arts And Science
05-2017
Skills
- Order-to-cash management
- Order fulfillment
- RMA processing
- SAP SD
- ERP workflows
- Salesforce CRM
- Live chat support
- Process improvement
- Customer relationship management
- Inventory optimization
- Logistics coordination
- Shipment, freight coordination
- Root cause analysis
- Time management
- Reporting and documentation
- Global operations
- Supply chain management
Certification
IIT-M Certified Full Stack Development Course with AI Tools through Guvi-HCL
Accomplishments
Spot Winner Award for consistent performance, accuracy, and SLA adherence in business operations.
Timeline
Senior Customer Solutions Representative
HTC Global Services
08.2019 - Current
Senior Associate
Wipro Private Limited
11.2017 - 07.2019
Bachelor of Science - Computer Science
Mohammed Sathak College of Arts And Science