Sonia R

• Lead Generation & CPL Monitoring: Actively involved in generating leads through various channels, tracking campaign performance, and analyzing Cost Per Lead (CPL) to ensure marketing efficiency and optimize spending.
• Procurement & Purchase Orders: Responsible for preparing and raising Purchase Orders (POs) for required goods and services, ensuring timely approvals, order placement, and vendor follow-ups.
• Factory & Technician Coordination: Maintained constant communication with factories and field technicians to monitor product availability, quality checks, and timely production or service execution.
• Support Center Coordination: Acted as a central point of contact for coordinating between support teams, ensuring smooth resolution of customer issues and operational bottlenecks.
• CRM Data Handling & Analysis: Maintained and updated Customer Relationship Management (CRM) databases; analyzed customer and sales data to generate insights, track sales funnel performance, and improve customer experience.
• Google Sheets Update: Designed and updated real-time dashboards using Google Sheets for tracking leads status on a daily basis using CRM Basket data, ISP Recordings, Showroom Inquiry Status, Facebook Campaign status, Creatives approval, Installation progress, dispatch status, and payment schedules, aiding in data-driven decision-making.
• Dispatch & Installation Tracking: Oversaw the entire lifecycle of product delivery and installation, ensuring timely dispatch, real-time status updates, and confirmation of successful service completion.
• Quotation & Documentation: Created and shared customer quotations based on product and service requirements, maintaining accurate documentation for transparency and reference.
• Product Complaint Handling: Logged, tracked, and coordinated the resolution of product complaints, ensuring quick turnaround times and customer satisfaction through effective issue management.
• Payments & Claims Management: Processed and managed payment cycles and claims for managers and technicians, verifying compliance with internal policies and timelines.
• ISP Sales Records Maintenance: Maintained and regularly updated ISP (Ideal Sales Process) records of Sales Executives in Google Sheets, ensuring accountability and tracking of sales performance.

• Role: Analyst from License and Asset Management Team - IAM (Identity and Access Management)
• Skills: Advanced Excel (Pivot Tables,VLOOKUP,Pivot charts, Formulas, Functions, Pivot Charts, Reports,Dashboards), Data Cleaning, Data Analysis, Microsoft Access(Add,Transfer,Delete License and Asset), Silva Tool(Service Tasks and Requests), Team Communication, Customer Interaction(Microsoft Teams).
• Responsibilities:

Managed and analyzed SBC and VDI datasets to create weekly reports using advanced Excel tools.

Utilized Microsoft Access for the addition, transfer, and deletion of user records, license purchases, and assets (e.g., laptops).

Applied data cleaning and analysis techniques to refine raw data into actionable insights.

Handled service tasks and request tickets via the Silva tool, ensuring all were resolved before SLA breaches.

Communicated effectively with team members and provided valuable customer support via Microsoft Teams chat, addressing issues related to licenses, assets, and applications.

Trained two new team members

Awarded a SPOT AWARD for spontaneous performance and dedication.

Promoted to Senior Analyst in recognition of consistent high-quality work.