Summary
Overview
Work History
Education
Skills
Timeline
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Utsav Dey

Utsav Dey

Sales Operations Analyst
Bengaluru

Summary

Motivated Order Management Specialist, processes and tracks customer orders in fast-paced environment with demonstrated commitment to customer service excellence. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong knowledge and proficiency to navigate multiple systems.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Sales Operations Analyst

IQVIA
Bengaluru
01.2024 - Current
  • Contributes to the improvement of operational metrics (revenue,utilization, client satisfaction and opportunity pipeline)
  • Supports operations initiatives such as opportunity management, Labor forecast,expense reports.
  • Processing billing notification forms to issue invoices to client.
  • Analyzing SOW and PO to set up the billing notification forms.
  • Creating opportunities and projects in Salesforce CRM to monitor the order lifecycle from quotation to invoicing.
  • Working on expense report to track the pass through costs in a particular opportunity.
  • Working on BNF status reports to ensure timely invoicing and client satisfaction.

Senior Associate- Solution Centre

TE Connectivity
03.2021 - Current
  • Order Management- Processing purchase order into SAP order management system to convert into sales order
  • Backlog Management/Order Changes- Working with planners, controllers and internal support functions for better delivery dates
  • Making changes to sales order in SAP system based on requests from customer and sales
  • Make decisions on accepting, rejecting or modifying requests for change orders and monitoring order cancellation
  • Support of e-commerce systems including forecasting customer demand, update customer website with information and reports generated from TE SAP system
  • Extracting data from SAP to excel spreadsheet and analyzing any issues reported and work with the customer service team in resolving the issue.
  • Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
  • Processed and submitted 40-50 orders daily and expedited delivery to maintain customer satisfaction.
  • Researched and addressed customer inquiries, questions and issues within TAT to promote optimal customer service.
  • Provided regular updates to customers regarding orders to maintain transparency and customer trust.
  • Generated invoices and shipping labels to properly bill and ship customer orders.

Customer Service Associate

Ascena Retail Group, Inc
10.2019 - 03.2021
  • Role focuses on working with customers from multiple Ascena brands(Lane Bryant, Catherines, Lo , Lou&Grey)
  • Maintain a deep understanding of the products and interact with customers about the most relevant products and services for their specific needs
  • Working on end to end order life cycle to ensure timely order fulfillment
  • Engaging with internal teams to resolve order processing and shipping inquiries to ensure customer satisfaction
  • Communicating with other functional teams such a logistics and accounts to confirm status of orders.
  • Increased revenue by cross-selling and upselling products and services.

Support Associate

Groupon
11.2017 - 09.2019
  • Role involved communicating with US customers via emails, chats and educating them about Groupon products and services
  • Achieving daily productivity targets, CSAT and quality score
  • Providing resolution to complex customer issues within the SLA to ensure a positive experience with Groupon
  • Handling tickets related to transaction risk and taking appropriate action on the orders placed by verifying customer details
  • Working with different departments to resolve the reported issues and to communicate any feedback from customers to the team.

Education

B.Tech - Technology

Gurunanak Institute of Technology
Kolkata
08.2013 - 2017.06

Skills

Order fulfillment

Quotation

SAP ERP

Customer Service

Salesforce CRM

MS Excel

Timeline

Sales Operations Analyst

IQVIA
01.2024 - Current

Senior Associate- Solution Centre

TE Connectivity
03.2021 - Current

Customer Service Associate

Ascena Retail Group, Inc
10.2019 - 03.2021

Support Associate

Groupon
11.2017 - 09.2019

B.Tech - Technology

Gurunanak Institute of Technology
08.2013 - 2017.06

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Utsav DeySales Operations Analyst