Innovative Process Lead with experience in a supervisory position. Successful at staying observational and motivating in high-stress environments. Committed to worker safety and top-of-the-line quality assurance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Process Lead - Customer Order Management
Capita India -
Pune
2016.06 - Current
Company Overview: Pune, Maharashtra, India.
Client and Account Management: Gather requirements from Global Account Heads, and align offshore teams with clients for efficient work planning.
Manage daily and weekly calls with Account Managers to discuss requirements, and address queries.
Operations & Logistics: Maintain records of received goods, identify discrepancies, and process payments after quality checks.
Investigate mismatches between invoices and received goods, coordinate with warehouses, or submit freight query requests.
Financial Oversight: Analyze direct and indirect costs (e.g., customs) against allocated budgets.
Highlight invoice mismatches with delivered goods to buyers after verification.
Process and Compliance: Oversee task allocations, and ensure adherence to SLAs for weekly assignments.
Conduct proactive reviews of Standard Operating Procedures (SOPs), and implement updates.
Perform internal audits (DPU and DPO), and lead brainstorming sessions for process improvements.
Reporting & Analytics: Collect, analyze, and present data using pivot tables and LOOKUP functions.
Prepare daily and weekly reports for different accounts, and provide weekly and monthly sales reports to stakeholders.
Stakeholder Engagement and Forecasting: Host weekly and biweekly calls for process updates and improvements.
Conduct monthly MBRs, and bi-weekly forecasting and shrinkage reports.
Chat Executive (Customer Support UK)
Vodafone
2015.02 - 2016.01
Education
BBA -
Suresh Gyan Vihar University
Pune
2023-04
Vidya Bhavan Junior College
Pune
2011-02
Vidya Bhavan High School
Pune
2009-03
Skills
Client management
Process improvement
Supply chain management
Order Management
Excel
VBA
Relationship management
Stakeholder management
Team collaboration
Data analysis
Performance management
Workflow improvement
Certification
Six Sigma White Belt certified
Completed Kaizen Coach training
Leadership And Management Skills
Team handling and performance management
Problem-solving and decision-making
Process optimization and workflow improvement
Technical And Analytical Skills
Advanced Excel proficiency, including data analysis and automation
Experience with VBA for streamlining processes
Roles And Responsibilities
Client & Account Management:
Gather requirements from Global Account Heads and align offshore teams with clients for efficient work planning.
Manage daily and weekly calls with Account Managers to discuss requirements and address queries.
Operations & Logistics:
Maintain records of received goods, identify discrepancies, and process payments after quality checks.
Investigate mismatches between invoices and received goods; coordinate with warehouses or submit freight requests.
Financial Oversight:
Analyze direct and indirect costs (e.g., customs) against allocated budgets.
Highlight invoice mismatches with delivered goods to buyers after verification.
Process & Compliance:
Oversee task allocations and ensure adherence to SLAs for weekly assignments.
Conduct proactive reviews of Standard Operating Procedures (SOPs) and implement updates.
Perform internal audits (DPU & DPO) and lead brainstorming sessions for process improvements.
Reporting & Analytics:
Collect, analyze, and present data using pivot tables and LOOKUP functions.
Prepare daily and weekly reports for different accounts; provide weekly and monthly sales reports to stakeholders.
Stakeholder Engagement & Forecasting:
Host weekly and bi-weekly calls for process updates and improvements.
Conduct monthly MBRs and bi-weekly forecasting and shrinkage reports.
Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd
<ul>
<li>Currently working with Himalaya Wellness Company as a commercial officer NMT.</li>
<li>Handling the order processing of modern trade, CNC business in South.</li>
<li>Coordinate with ASM, KAM, and ZLC for proper rate, GST, and scheme updating of material in the system, and update the new EAN/SKU in the buyer master.</li>
<li>Coordinating with buyers for various amendments in the PO through mail, portal, and telephone.</li>
<li>Maintaining and updating the various master files for smooth and error-free work.</li>
<li>Guide and train the subordinates for proper workflow.</li>
<li>Update various chain masters, and provide them to the customer for updates in their system to avoid mismatches in POs.</li>
<li>Coordinated with vendors to ensure timely delivery of products.</li>
<li>Supported sales teams with product information and training resources.</li>
<li>Coordinated activities across different departments to meet deadlines efficiently.</li>
<li>Generate and analyze reports as per the KAM's requirements.</li>
<li>Analyzing the Fill Report to minimize the mistakes and plan for the same.</li>
<li>Analyze the SRN report to understand issues, and take corrective actions to minimize the sales loss. Also, provide the remarks to senior management for further SRN approvals.</li>
<li>Coordinating with depots for physical stock status, smooth flow of order processing as per the dispatch schedules, and resolving the queries regarding the same.</li>
<li>Resolving the queries of the sales team related to the order processing.</li>
<li><br></li>
<li>Resolved any disputes between customers and suppliers in an efficient manner.</li>
<li>Analyzed data to identify areas where cost savings could be made within the supply chain process.</li>
<li>Maintained positive working relationship with fellow staff and management.</li>
<li>Identified needs of customers promptly and efficiently.</li>
</ul> at HIMALAYA WELLNESS COMPANY<ul>
<li>Currently working with Himalaya Wellness Company as a commercial officer NMT.</li>
<li>Handling the order processing of modern trade, CNC business in South.</li>
<li>Coordinate with ASM, KAM, and ZLC for proper rate, GST, and scheme updating of material in the system, and update the new EAN/SKU in the buyer master.</li>
<li>Coordinating with buyers for various amendments in the PO through mail, portal, and telephone.</li>
<li>Maintaining and updating the various master files for smooth and error-free work.</li>
<li>Guide and train the subordinates for proper workflow.</li>
<li>Update various chain masters, and provide them to the customer for updates in their system to avoid mismatches in POs.</li>
<li>Coordinated with vendors to ensure timely delivery of products.</li>
<li>Supported sales teams with product information and training resources.</li>
<li>Coordinated activities across different departments to meet deadlines efficiently.</li>
<li>Generate and analyze reports as per the KAM's requirements.</li>
<li>Analyzing the Fill Report to minimize the mistakes and plan for the same.</li>
<li>Analyze the SRN report to understand issues, and take corrective actions to minimize the sales loss. Also, provide the remarks to senior management for further SRN approvals.</li>
<li>Coordinating with depots for physical stock status, smooth flow of order processing as per the dispatch schedules, and resolving the queries regarding the same.</li>
<li>Resolving the queries of the sales team related to the order processing.</li>
<li><br></li>
<li>Resolved any disputes between customers and suppliers in an efficient manner.</li>
<li>Analyzed data to identify areas where cost savings could be made within the supply chain process.</li>
<li>Maintained positive working relationship with fellow staff and management.</li>
<li>Identified needs of customers promptly and efficiently.</li>
</ul> at HIMALAYA WELLNESS COMPANY
Manager in Process Management | Operations Management for Digital Marketing at CR Tech Media Pvt. Ltd.Manager in Process Management | Operations Management for Digital Marketing at CR Tech Media Pvt. Ltd.