Supriya Ramalingam

• Part of Catalog Management, supporting as an back office in Coordination with front office and sales to setup new and maintain customer portal
• Specialized in managing all US Federal regions tickets
• Other than handling US region also supported and managed all EMEA, APJ and LATAM regions
• Assisting all customers through web request raised through MSD (ticketing tool)
• Building new configuration from scratch with regards to laptops and Desktops as per the release date of different Platforms.
• Handling save quote issue, payment issues, product content issue and address issues
• Working on Deal setup and Maintenance Manage day-to-day volumes of assigned tickets and ensuring that quality standards are met also to make sure SLA are met in prompt basis
• Delegating work among associates based on individual ability and skills
• Quality Team- part of Standard Quality Framework team(SQF) who performs audits to ensure we have 100% accurate data on customer portal
• Working on extra initiatives like overdue analysis, LA Validation, CQC activities
• Been on numerous stake holders call for understanding what customer needs in their accounts for smooth ordering
• Mentoring new team members and provided on the Job training
• Working experience with Customer Catalogues/ Portal creations etc. in HP tools and checking the flow of them in B2B portal
• Supervised work of contracted employees to deliver work on schedule
• Handling all escalations for US Public sector (Government accounts)
• Contributed to the development of standardized procedures for catalog management, reducing errors and improving consistency.
• Streamlined catalog processes for increased efficiency by collaborating with cross-functional teams

Client: Hewlett Packard (Hired Initially as a Contractor and was converted to FTE)

• Manage several types of cases related to B2B catalog:
• Co-ordinate with sellers/vendors & internal teams for Catalog creation, product imaging and all catalog related activities
• Review HP catalog for content quality based on pre-defined guidelines & co-ordinate with internal team to fix the issues for better customer experience
• Document processes & regularly update existing SOPs
• Review & suggest SOP changes needed if any to the team basis input from Category managers
• Manage various sets of daily, weekly and monthly business reports
• Onboard new processes if needed as per business needs
• Firsthand experience of linking Deal IDs/OPG as per requirement.
• Assisted in development of training materials for new hires, improving onboarding processes and reducing learning curves.