Vasulakshmi Masti Suryanarayana
Mysuru
Summary
Professional administrative manager with a strong reputation for increasing productivity and ensuring efficient task management. Specialized in workflow coordination, staff supervision, and process improvement, I have a proven track record of enhancing team performance through effective communication and leadership skills. I aim to leverage two decades of international experience in Dubai to contribute to dynamic organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Program Manager
CommScope
Dubai
10.2020 - 09.2023
- Researched and developed a chatbot from scratch using LivePerson's LiveEngage platform to address online inquiries from external website users.
- Integrated the chatbot platform with backend applications utilized by support teams, including email, web forms, and Microsoft CRM, to streamline the management of inquiries.
- Designed the chatbot's language to communicate with customers in real time in an engaging manner, resulting in a reduction of manual effort for repetitive inquiries by over 60%.
- Delivered presentations and advocated globally to promote the increased use of chatbots in daily inquiry management, successfully onboarding support teams from three different business segments.
- Developed a comprehensive feedback system using Microsoft Forms, Power Automate, Microsoft Tasks, and Teams to evaluate the email service provided by Customer Service Representatives (CSRs).
Customer Service Supervisor (Order Management)
CommScope
Dubai
10.2015 - 09.2020
- Supervise a team of 12 order management representatives across Europe, the Middle East, and Africa, managing operations in three distinct business segments.
- Oversee the integration of SAP systems from three acquired companies, effectively navigating complex system transitions, and addressing change management challenges.
- Conduct performance reviews, and set career development goals, mentoring team members to take on new challenges and enhance their skill sets.
- Developed a partner onboarding program to streamline processes post-acquisition, improving efficiency and collaboration.
- Designed a weekly milestone training program to establish achievable training goals for order representatives, fostering a culture of continuous improvement.
- Created detailed reports and dashboards in Excel to monitor order entry, shipping schedules, and shipment status, ensuring alignment with revenue targets.
- Collaborate with sales regional vice presidents, the EMEA CSR director, and regional and global planning and logistics teams to achieve organizational goals within deadlines.
- Facilitate regular meetings with order representatives to review performance metrics and communicate corporate objectives.
Project Order Management Specialist
CommScope
Dubai
01.2012 - 09.2015
- Drove the success of high-value sales orders for operators, channel partners, and enterprise accounts by providing adept forecasting, planning, and delivery support.
- Achieved exceptional results, surpassing annual targets, with sales totaling over $200M.
- Enhanced sales support by optimizing pricing approval through pre-approved lists, and establishing a streamlined database for expedited vendor registration on the same day.
- Coordinated swift contract renewals by negotiating minimal delivery times with planning and operations.
- As the company's primary point of contact, I effectively aligned customer expectations with customer service, planning, product line, legal, logistics, finance, and trade compliance. This resulted in the successful, penalty-free delivery of over 50 projects across the MEA region by meeting specified deadlines.
- Managed intricate split delivery schedules spanning multiple months by monitoring project order analytics.
- Developed an MS Excel dashboard to keep Sales VPs and customers informed about project status, ensuring timely communication, and preventing escalations.
- Collaborated with customer service and logistics to facilitate the smooth clearance of goods at destination points, particularly in the UAE, Nigeria, Egypt, and Saudi Arabia.
- Assisted in identifying and arranging the necessary shipping documentation for enhanced efficiency.
Education
Master of Arts - Business Economics
Annamalai University
Dubai07-2015
Skills
- Team Manager
- Training and mentoring
- Metric tracking
- Problem-solving
- Verbal and written communication
- New hire training
- Complaint resolution
- Customer needs assessment
- Customer order management
- Microsoft office expertise
Early Career
EARLY CAREER
· Account Relationship Representative, CommScope, UAE July 2011- December 2011
· Order Management Representative, CommScope, UAE January 2008- June 2011
· Customer Service Representative, Andrew ME, UAE November 2005 – January 2007
· Retail Sales Coordinator, Black & Decker, UAE January 2004 – October 2005
· CRM Coordinator, Janssen Cilag, UAE June 2003 – September 2003
· Process Associate, Hewlett Packard, India September 2001 - January 2003
Affiliations
- Interior Design - Yoga - Travel - Networking with Like-Minded Individuals
- Volunteering as the Secretary of the homeowner association, overseeing the operations of 23 acres of residential property with over 200 homes.
Accomplishments
- MEA President's Club Award for Outstanding Teamwork 2016
- Led MEA CSR Team to win the Best Support Team award 2015
- Support Person of the Year MEA Wireless Sales 2015
- Chosen for Guest Auditor role in SOX Audit at CommScope HQ, USA 2014
- Six Sigma Award for Outstanding Support of Sales Team 2011
- Consecutive Star Awards for key account dedication, team 2015 - 2021 consolidation, SAP integration, and chatbot deployment
Certification
- Lean Six Sigma Black Belt, CPD Certified, 2023
- ULead Leadership Development Program, 2019
- Microsoft Excel Certification, 2013
- Customer Service Representative, Achieve Group, 2012
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Kannada
Intermediate (B1)
B1
Telugu
Proficient (C2)
C2
Tamil
Beginner
A1
Timeline
Customer Experience Program Manager
CommScope
10.2020 - 09.2023
Customer Service Supervisor (Order Management)
CommScope
10.2015 - 09.2020
Project Order Management Specialist
CommScope
01.2012 - 09.2015
Master of Arts - Business Economics
Annamalai University
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