Customer Service Data

PURNIMA PALANIYANDI

(**************@*****.***)

Ph: 848-***-****

SUMMARY:

. Over 4 years of experience in writing, editing, customer service, data

analysis and training.

. Experienced in collecting and compiling data, discovering &

researching data errors, analyzing and reporting data.

. Determining current performance based on spend, compared to previous

years and the projections.

. Projecting and calculating the impact of changes, errors & updates to

the data.

. Using Pivots, Vlookups, charts and various Excel functions/formulae to

analyze the data; summarize conclusions in Word; and provide

presentations in Power-Point.

. Preparing, presenting and publishing annual/quarterly/monthly

performance results to management.

. Experienced in financial and medical device/health care industry.

. Interviewing subject matter experts, summarizing and writing articles.

. Over three years experience in writing for UN Affiliates and other

freelance projects.

. Proficient in fact-checking and copy-editing.

. Experienced in SharePoint, Publisher and InDesign.

. Experienced in blogging and social networking, photo and video

editing.

. Basic knowledge of HTML

. Fluent in English, Tamil and Hindi.

. Bachelor's degree in English Literature

Professional Experience:

Johnson & JOHNSON - World Head-Quarters

Apr 2010 - Current

Data Analyst - Enterprise Procurement Operations Team

(i)Worldwide Spend Analysis:

. Responsible for collection of Spend data annually from various sources

located at J&J Operating Companies worldwide.

. Determining requirements and formats for consistent data submissions.

. Contact data providers to understand their file layouts and ensure

uniform data assimilation.

. Cleansing the complied data for better consistency and visibility.

. Identifying and correcting duplicates, errors and exceptions-

contacting the relevant team to do the same.

. Presenting initial conclusions to acquire feedback and revise the data

accordingly.

. Processing the data to determine performance of various regions,

operating companies, departments, sectors and categories against

previous years.

. Publishing the results with informative summary.

. Establish procedures for future use.

(ii)Supplier Diversity Analysis:

. Provide training on Supplier Diversity.

. Collecting Supplier Diversity data quarterly and monthly for

reporting.

. Verifying the J&J suppliers in the Spend data for Minority/Women owned

status, to ensure that they adhere to the J&J CREDO.

. Manage the diversity status based on Supplier updates received.

. Calculating the YTD Supplier Diversity Spend, comparing it against

previous year's performance to identify areas for improvement.

. Analyzing YTD Spend against projected goals for diversity to determine

the current performance level of various Sectors and Categories.

. Creating relevant presentations as needed by the sectors/affiliates.

. In-charge of Ad-hoc projects for the team- e.g. complied extensive

list of all diverse J&J Suppliers, with corresponding year-to-year

Spend, identifying potential Credo Suppliers etc.,

. Acting as a liaison with various teams leads.

JOHNSON & JOHNSON - HEALTH CARE SYSTEMS INC. Jun 2008 - Jan 2009

Data Analyst - Master Data Management

. Research and resolve data anomalies in J&J Master customer database -

inconsistencies arising due to merging of J&J Operating Companies'

customer database & order processing systems.

. Updating and maintaining customer accounts.

. Ensuring that changes are implemented across various systems (OPS,

SAP, MDM etc).

. Documenting corrections, preparing and submitting status reports.

. Dealing with data inconsistencies and duplicate records.

. Contacting J & J operating companies and customers (hospitals, health

care systems, surgery centers etc.) to validate the data;

. Established procedures for data analysis/merging/harmonization and

metrics reporting steps to deal with inconsistent data.

. Creating daily and weekly progress reports/updates for management

meetings.

. Communicate technical issues in MDM to IT team.

. Provide training on process and procedures.

. Was the liaison between J & J and Depuy Ortho for Cust-Harm Project.

. Assisted in Ad-hoc projects as needed.

NANAL- NSNA Community newsletter, distributed nationally.

Jan 2010 - Till date.

Nagarathar Sangam of North America (Non-Profit Organization)

Volunteer Writer/Editor

. Generate article/story ideas based on the issue theme.

. Interview subject matter experts for the cover story.

. Write the cover-story and other articles.

. Write and edit content on web pages in the NSNA website (Drupal).

. Familiar knowledge management repositories (wiki & user submissions).

. Compile regional news updates and announcements for inclusion in the

newsletter.

. Summarize meeting-minutes from the editorial board meetings and upload

them.

. Experienced in templates and page layouts using Publisher.

. Familiar with Adobe Indesign usage.

. Experienced in photo and video editing.

COLORLESS

Jan 2009 - Jan 2010

Colorless is a non-governmental organization.

. Writing articles, short announcements, conducting and summarizing

interviews for the newsletter.

. Editing articles and columns for grammar, sentence structure, style &

logical development.

. Deciding layouts and designs for web pages.

. Providing headlines and photo captions.

. Revising content to ensure suitability for intended audience.

. Write content for the Colors website.

. Test the website for user-friendliness.

UNESCO Nov 2007 - Dec 2008

Data Research Analyst

. Conducting online research for UNESCO regarding volunteer/self-help

centers in Cambodia, Nepal, Indonesia and Laos.

. Verify data quality to match UNESCO's specified data requirements.

. Consolidate location/contact details using MS-Excel.

. Report and correct duplicate, inconsistent and incomplete data.

RESPECT May 2007 - Nov 2007

Copy Writer/ Editor

RESPECT is a non-governmental organization affiliated with UN.

. Writing articles, short announcements, conducting and summarizing

interviews for their newsletter EZine.

. Editing articles and columns for grammar, sentence structure, style &

logical development.

. Providing headlines and photo captions.

. Revising content to ensure suitability for intended audience

HSBC-EDPC (Electronic Data Processing Center) May 2004-Mar 2005

Customer Service Representative/Data Entry

. Employed by HSBC in customer service for my communication skills

(received a crash-course in banking from them).

. Attended over 10,000 inbound phone calls as a customer service

representative and successfully processed customer requirements.

. Trained in security and basic fraud detection as handling bank

accounts (including Euro and foreign currency accounts) .

. Conducted training sessions for new employees.

. Conducted individual sessions to coach new employees through their

first month.

. My responsibilities included providing information as needed by the

customer on recent transactions, copy vouchers, checks and cards

attached to the accounts, foreign exchange rates, interest rates of

products.

. Updating bank account records for transfer of funds, bill payments,

card payments, setting up, amending and canceling orders; ordering

drafts; stopping payments and checks.

Trainings Attended:

. Business skills and secretarial practice

. Mass communication and journalism

. Personality development and communication

. Banking processes and procedures

Education:

. Bachelor of Arts (English Literature)

Contact this candidate