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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