Dynamic team leader with a proven track record in managing global order fulfillment. Expertise in Salesforce and SAP ERP, driving automation initiatives to enhance efficiency and reduce turnaround times.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Leader – Order Fulfilment (Risk Intelligence)
Refinitiv
07.2025 - 03.2026
Assisted in managing a global team for the permissioning of risk products.
Supported collaboration with order management for accurate billing and onboarding processes.
Contributed to automation project for risk product permissioning by collaborating with engineers to develop a bot for entitlement requests.
Participated in new risk product launches.
Facilitated teamwork among 80-100+ members and engaged with global stakeholders.
Helped identify potential risks and suggested mitigation strategies.
Aided in the mentoring and coaching of team members and managers.
Team Leader – Order Fulfilment (Risk Intelligence)
Refinitiv
05.2023 - 06.2025
Assisted in managing entitlement queries and businesscritical cases for global clients.
Supported delivery of root cause analysis for incidents and ensured compliance with service level agreements in 24/5 operations.
Helped reduce turnaround times and implemented automation for improved quality of resolution.
Senior Process Specialist
Refinitiv
08.2020 - 04.2023
I am working with Com Support (Siebel/SAP) and we work on incidents raised by OMS to fix order related issues, and we also work with TCS on SAP billing issues and we are also in the process of migrating the SAP process from TCS SAP team completely.
We also worked closely with TCS on RASI migrations and ACM migrations.
We also work with OMS on fixing issues and giving feedback to the OMS on the knowledge gap tickets.
We work on providing RCA’s to the OMS on any system issues.
Preparing knowledge articles for troubleshooting the issues which can be done by OMS.
We also work with various teams like TCS, GPA, PDM and CPM Maintenance teams for fixing order related issues.
Refinitiv, an LSEG business
Senior Process Specialist
Refinitiv
01.2019 - 07.2020
I got promoted to G Band as senior process analyst effective January 2019, we work closely with Order Management team in troubleshooting issue regarding customer access, product pricing issue, Entitlement lost queries and fixing the entitlement lost cases in 2 hrs.
We also provide the exchange and specialist data pricing details and permissions to the client.
We work on providing RCA’s to the OMS manager on the Entitlement lost cases which we work on.
This is done to cut down the manual error while processing orders by OMS(Order Management Specialist).
Or to bridge the process gaps and to give better service to our clients.
Refinitiv, an LSEG business
Process Specialist
Thomson Reuters India
07.2016 - 04.2019
Customer Operations - Customer Connect Specialist
Job Responsibilities: first point of contact for any questions regarding Customer Administration processes and tools usage.
Supporting the frontline users in TR Customer Administration with business process and system issues that arise as a result.
Work on tickets raised by frontline users and get the issue fixed within the given time (24 hrs TAT).
Sending out system down time and maintenance alerts to the wider audience.
Working with EBS and TCS on getting issues fixed which are out of our control.
Working with SAP, Siebel and Eikon team to get the issue fixed and giving a RCA to the frontline users regarding a particular issue.
System Expertise – Sales force, CRM(Oracle base Application) Global Collect(SAP generated Invoice Database).
Order Manager
Thomson Reuters India
01.2011 - 06.2016
Job Responsibilities: Working for Thomson Reuters Financial Markets Division (Customer Administration)
Processing the cancellation requests, new sale and non-pay cancellations, and working on the client contracts and contract maintenance, working with the Account Owners in order to get the sales order processed on time.
Manage the order process for select products; this includes entering orders into specialist permissioning or electronic fulfillment systems and working with internal customers to ensure the order is fulfilled according to agreed turnaround times and with accuracy.
Collaborate with Data & Compliance teams to monitor and resolve and order processing errors.
Work as a team to ensure that internal and external customer’s requirements are met - attend team meetings; discharge actions in a timely manner and follow up others as appropriate; keep others informed of all matters affecting their customers.
Managing team work queues and allocating the cancellation requests to the whole team.
Working on pending order book and get completed the pending orders on time to avoid delay in processing and avoiding unnecessary credits to the client.
System Expertise – Sales force, CRM(Oracle base Application) Global Collect(SAP generated Invoice Database).
Education
Bachelor of Commerce - BCom - Business/Commerce, General
BEL First Grade College - Bengaluru University
Bengaluru, KA
2003
Master of Business Administration - Operations Management and Supervision
Sikkim Manipal University
Distance Learning
01.2013
Skills
Interpersonal skills
Salesforce proficiency
SAP ERP expertise
Business communication
Certification
Master's degree, Sikkim Manipal University - Distance Education
Order Fulfilment and Customer Service Team Member at Colorado State University BookstoreOrder Fulfilment and Customer Service Team Member at Colorado State University Bookstore
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