Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Top Workplace Personality Strengths
Hobbies and Interests
Timeline
Generic

Suraj P

CRM Order Specialist
Bangalore Urban

Summary

Hello all, I am Suraj a industrial engineering and management graduate from India. Customer-focused CRM Analyst with 3+ years of experience at Caterpillar, specializing in data-driven decision-making within the mining and construction equipment sector. Proven expertise in analyzing customer behavior, sales performance, and service trends to enhance client engagement and retention strategies. Results-driven CRM specialist, bringing deep expertise in customer relationship management and data analysis. Adept at leveraging CRM software to enhance customer engagement and drive business growth. Strong collaborator, consistently delivering high-quality results in dynamic environments. Skilled in problem-solving, communication, and strategic planning, ensuring seamless team integration and adaptability.

Overview

6
6
years of professional experience
2
2
Certifications
3
3
Languages

Work History

CRM Order Specialist

Caterpillar
Bengaluru
01.2021 - Current
  • Managed high-priority customer orders such as Down, Mega, and QCRPO, ensuring timely fulfillment of high-value equipment shipments exceeding $150K, critical for client satisfaction and retention.
  • Designed and maintained interactive dashboards in Power BI to monitor order status, regional anomalies, and customer engagement KPIs—used by internal teams for daily operations and exception handling.
  • Conducted daily diagnostics on dealer/customer dashboards to identify abnormal patterns and respond quickly to emerging issues, enhancing customer satisfaction in high-stakes situations.
  • Utilized SQL to query sales and order data, uncovering purchasing patterns, order delays, and customer-specific trends that supported retention strategies for key accounts across EAME regions (e.g., Finning, ATIKO, BERGERAT).
  • Implemented automated, personalized email workflows to improve engagement with dealers in Africa and Europe, increasing response rates and reducing manual follow-ups.
  • Resolved order-related anomalies by combining trend analysis with direct customer communication, leading to measurable improvements in dealer relationships and order reliability.
  • Conducted month-over-month sales and order analysis, enabling early detection of customer purchasing cycles and driving proactive CRM engagement campaigns.
  • Collaborated with RPA (Robotic Process Automation) teams to scale customer communications through automation, reducing administrative workload and ensuring consistency in customer touchpoints.
  • Performed advanced analysis using Excel (pivot tables, Power Query, formulas) to segment customer data, build retention models, and guide dealer communication strategies.
  • Strengthened brand loyalty by aligning customer engagement initiatives with organizational goals—creating tailored experiences for strategic accounts and enhancing long-term customer value.

Procurement Lead

Cast & Craft Private Limited
Bengaluru
01.2020 - 01.2021
  • Managing sourcing and supplier relationship with Aerospace Industry.
  • Skilled in developing and executing procurement strategies that align with production schedules, cost reduction goals, and stringent industry compliance standards (AS9100, NADCAP).
  • Experienced in negotiating multiyear supplier agreements, optimizing supplier portfolios, and mitigating risks in a high-risk, high-complexity supply chain.
  • Proven track record in strengthening supplier performance, reducing lead times, and improving delivery reliability while ensuring the highest levels of quality and compliance.
  • Collaborative and adaptable, able to work cross-functionally with Engineering, Quality, and Operations teams to resolve supplier issues, drive cost initiatives, and implement supplier development programs.
  • Hands-on experience with ERP systems (such as SAP) and strategic sourcing to maximize supplier value and minimize total cost of ownership.

Education

Diploma - Data Science

Manipal Institute of Technology
Online
05.2024 - 05.2025

B.E -

BMS College of Engineering
Bengaluru
01.2015 - 01.2019

No Degree - Artificial Intelligence

IIT Kharagpur
Online
04.2001 -

Skills

  • Customer Experience

  • Customer retention

  • Analytics

  • SAP

  • Microsoft SQL

Python

Certification

Post Graduate Program in Data Science and Machine Learning, Manipal Institute of Technology, 05/01/25

Personal Information

  • Date of Birth: 05/26/93
  • Gender: Male

Top Workplace Personality Strengths

9/10, 9/10, 9/10, 9/10

Hobbies and Interests

I am interested in Swimming, Cricket and Badminton, Yoga as my Hobbies.


As a H&M admirer - As a long-time admirer of H&M’s commitment to accessible fashion and sustainability, I’m deeply inspired by the brand’s ability to blend style, innovation, and purpose. My passion for data-driven customer insights aligns with H&M’s customer-centric approach, and I’m excited to contribute to enhancing the shopping experience for millions globally.

Timeline

Diploma - Data Science

Manipal Institute of Technology
05.2024 - 05.2025

CRM Order Specialist

Caterpillar
01.2021 - Current

Procurement Lead

Cast & Craft Private Limited
01.2020 - 01.2021

B.E -

BMS College of Engineering
01.2015 - 01.2019

No Degree - Artificial Intelligence

IIT Kharagpur
04.2001 -

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Suraj PCRM Order Specialist