Surbhi Dharna
Customer Service Analyst
Gurugram,HR
Summary
Customer Service Specialist with strong analytical skills and focus on delivering impactful solutions. Adept at leveraging data to improve customer satisfaction and operational efficiency. Proven ability to collaborate within teams, adapt to changing needs, and maintain high standards. Skilled in problem-solving, communication, and using ECC software to enhance service delivery.
Overview
6
6
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Service Analyst
Mccormick India Pvt Ltd
03.2025 - Current
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Receives, enters and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and registering customer complaints. Prepares, collects and archives shipping/export documentation.
- Manages customer and business partners queries and data: answer questions, investigates and provide solutions, process master data and other requests.
- Handling returns mailbox for US and Canada single handed.
- Working on a lean idea implementation which will save 210 hours annualy.
- Responded proactively and positively to rapid change.
Customer Service Operations - Order Management
Agilent Technologies
09.2019 - Current
- Efficiently processed orders received via telephone, Fax, Email and EDI in order to ensure timely delivery to customer location.
- Communicated with various external and internal stakeholders in order to avoid delays and provide quick customer satisfaction.
- Constantly maintaining above 95% Quality score for all quarters and adhering to the BFTs.
- Act as a liaison for any complaints or queries on the orders from customers, sales team as well as collection team.
- Handling Monthly/Weekly reports for providing real time visibility to all stakeholders of the business.
- Responsible for managing the whole process of Quote to Cash.
- Have experience in handling distributors like WAGNER, DURATEC, BGB BUCHER, VWR , OMNILIFE ETC.
- Process improvements and initiate problem solving. Responsible for documenting process SOPs.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
MBA - Operation management
Narsee Monjee Global Access School
Gurgaon, India 05.2001 -
BA (Voc) - Human Resource Management
Delhi University
07.2019
Skills
SAP ECC
Certification
SOFT SKILLS TRAINING (2020-03 - 2020-10)
Awards
EXTRA MILE AWARD (2021-08 - 2021-10)
Awarded for booking 347 orders with 100% DPU quality and for implementation of Continuous improvement idea.
EXTRA MILE AWARD (2020-11 - 2021-01)
Awarded for 100 DPU quality and for handling core accounts along with taking initiative of new accounts at Agilent technologies.
WOW AWARD (2020-09 - 2020-11)
Awarded for 100 DPU quality and for solving potential duplicates through order booking report at Agilent technologies.
WOW AWARD (2020-02 - 2020-04)
Awarded for exceeding the expectations for OJT Target.
WOW AWARD (2022-11 - 2023-01)
Awarded for the month of December for performing exceptionally well and for maintaining high quality scores.
EXTRA CURRICULAR
Contributed to development of team members by organizing various trainings on topics like First Impressions, Emotional Intelligence, Power of positivity etc.
Timeline
Customer Service Analyst
Mccormick India Pvt Ltd
03.2025 - Current
Customer Service Operations - Order Management
Agilent Technologies
09.2019 - Current
MBA - Operation management
Narsee Monjee Global Access School
05.2001 -
BA (Voc) - Human Resource Management
Delhi University