Customer Service Specialist
Adidas Emerging Markets
مجموع سنوات الخبرة :21 years, 6 أشهر
• Spearheading activities pertaining to timely and accurate order entry and release of orders for processing with a team of 4 members
• Enabling customer deliveries against commercial requirements according to business principles
• Generating customer order book and establishing link to financial targets
• Aiding sales to fix the sales targets based on the open orders
• Ensuring follow ups on all administered order tracking, invoicing and shipping to the various customers’ destinations
• Managing the process of gathering pre-orders including related discounts and end-to-end CS Operations
• Preparing and negotiating LC documents for timely encashment of the bills
• Liaising with the banks and finance departments for works related to LC establishment, document discrepancy monitoring and follow up on LC payments
• Determining actions to overcome critical supply problems like for products with a confirmed delivery date in the past, marketing campaigns, launches, etc.
• Executing planning for order pull-forwards towards month end & pre-pack activities at year end
• Following up with ex-factory date of goods in order to ensure on time arrival
• Propose procedures for automating all manual routine tasks with the support of IT dept
• Focusing on the accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services
• Involved in the process of investigating customer shipment claims or return requests following existing company policies, procedures and programs
• Assisting internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing
• Putting forward feasible customer service procedures for improving Customer Service (CS) and resolving customers' special requirements and queries
• Developing and reviewing reports relating to order book KPI’s and transactional activities of the team
Since Aug '08: Adidas Emerging Markets, Dubai, UAE
Since Mar '14 Customer Service Specialist
Role: • Spearheading activities pertaining to timely and accurate order entry and release of orders for processing with a team of 4 members
• Enabling customer deliveries against commercial requirements according to business principles
• Generating customer order book and establishing link to financial targets
• Aiding sales to fix the sales targets based on the open orders
• Ensuring follow ups on all administered order tracking, invoicing and shipping to the various customers' destinations
• Managing the process of gathering pre-orders including related discounts and end-to-end CS Operations
• Preparing and negotiating LC documents for timely encashment of the bills
• Liaising with the banks and finance departments for works related to LC establishment, document discrepancy monitoring and follow up on LC payments
• Determining actions to overcome critical supply problems like for products with a confirmed delivery date in the past, marketing campaigns, launches, etc.
• Executing planning for order pull-forwards towards month end & pre-pack activities at year end
• Following up with ex-factory date of goods in order to ensure on time arrival
• Propose procedures for automating all manual routine tasks with the support of IT dept
• Focusing on the accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services
• Involved in the process of investigating customer shipment claims or return requests following existing company policies, procedures and programs
• Assisting internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing
• Putting forward feasible customer service procedures for improving Customer Service (CS) and resolving customers' special requirements and queries
• Developing and reviewing reports relating to order book KPI's and transactional activities of the team
Growth Path: Aug '08-Jan '14 Customer Service Co-coordinator
Apr '02-Dec '07: Tata Teleservices Ltd., Bangalore, India as Senior Executive - Customer Operations & Service Provisioning
Role: • Steered a gamut of tasks pertaining to complaint management (both technical as well non-technical) across Karnataka through centralized operation unit
• Managed the activities of Value Added Service Team
• Drove compliance of complaint SLA adherence across KA and to maintain the complaint per subscriber target through reduction of complaints month on month
• Executed root cause analysis on variety of complaints for rolling out an action plan to defer recurrence of the complaint
• Monitored the overall service requests across Karnataka circle to maintain the target of minimal net open requests for the state with least complaint per subscriber
• Adhered to the compliance of revenue assurance audits and cost saving audits to avert revenue leakage level organizational targets in sync with quality assurance
• Participated in process reviews and modifications of the processes
• Provided projections for vendor operations and processing the vendor invoice with relevant audits
• Conducted appraisals for the team members and involved in the performance management system
• Aimed for achieving retention targets are met as per the AOP and control churn well within the projection
• Enhanced the high ARPU customer base through various analysis on usage understanding and best fit plans
• Managed the team in charge of installations and credit verification as well as fresh activations
• Ensured installation & activations by maintaining the activation cycle time targets as per company standards
• Monitored the deposit refund management of all post paid subscriber base by ensuring the refund cheques are dispatched and delivered to the customers within TAT
• Generated requisite details for TRAI audits / External audits and various internal audits
• Oversaw a gamut of call centre operations and reduced calls per subscriber thereby ensuring end-to-end resolution & optimum customer satisfactions
• Headed the team engaged in customer correspondence and nodal officer escalations
• Directed the support team responsible for resolving the BPO escalations, customer complaints and corporate help desks
• Handled vendor management, framed budgets and executed audits on vendor output
• Submitted reports and analysis to the management and conducted surveys on customer satisfaction & complaint resolution effectiveness to identify the company standards in market and detected the strength / weakness of processes
• Analysed and underlined the customer churn / complaint reasons to refine the systems & process in order to strengthen the retentions and minimize the customer call per sub base
• Supervised correspondence desk in-charge to address customer emails and responsible to resolve and close loop on each and every complaints and requests
• Steered a gamut of tasks pertaining to complaint management (both technical as well non-technical) across Karnataka through centralized operation unit
• Managed the activities of Value Added Service Team
• Drove compliance of complaint SLA adherence across KA and to maintain the complaint per subscriber target through reduction of complaints month on month
• Executed root cause analysis on variety of complaints for rolling out an action plan to defer recurrence of the complaint
• Monitored the overall service requests across Karnataka circle to maintain the target of minimal net open requests for the state with least complaint per subscriber
• Adhered to the compliance of revenue assurance audits and cost saving audits to avert revenue leakage level organizational targets in sync with quality assurance
• Participated in process reviews and modifications of the processes
• Provided projections for vendor operations and processing the vendor invoice with relevant audits
• Conducted appraisals for the team members and involved in the performance management system
• Aimed for achieving retention targets are met as per the AOP and control churn well within the projection
• Enhanced the high ARPU customer base through various analysis on usage understanding and best fit plans
• Managed the team in charge of installations and credit verification as well as fresh activations
• Ensured installation & activations by maintaining the activation cycle time targets as per company standards
• Monitored the deposit refund management of all post paid subscriber base by ensuring the refund cheques are dispatched and delivered to the customers within TAT
• Generated requisite details for TRAI audits / External audits and various internal audits
• Oversaw a gamut of call centre operations and reduced calls per subscriber thereby ensuring end-to-end resolution & optimum customer satisfactions
• Headed the team engaged in customer correspondence and nodal officer escalations
• Directed the support team responsible for resolving the BPO escalations, customer complaints and corporate help desks
• Handled vendor management, framed budgets and executed audits on vendor output
• Submitted reports and analysis to the management and conducted surveys on customer satisfaction & complaint resolution effectiveness to identify the company standards in market and detected the strength / weakness of processes
• Analysed and underlined the customer churn / complaint reasons to refine the systems & process in order to strengthen the retentions and minimize the customer call per sub base
• Supervised correspondence desk in-charge to address customer emails and responsible to resolve and close loop on each and every complaints and requests
2001 B.A. (Tourism and Travel Management) Jyothi Nivas College, Bangalore
Bangalore University