MARIAM RATLAMWALA

***, **** ***** ********, *** floor, Bellasis Road, Mumbai 400008 Phone: 91-885******* I ada2s0@r.postjobfree.com

CAREER SUMMARY

Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Bringing rich background in maintaining customer satisfaction and contributing to company’s revenue growth. Looking for an international opportunity in customer service, order management supervisory role, willing to relocate and travel extensively as per the job requirements.

CORE COMPETENCIES

Enthusiastic, dedicated, process driven and result-oriented Professional with several years of rich corporate experience in leading Customer Service processes and managing Order Management – commercial (Quote to Cash) transactions

Initiating, designing, leading and implementing many process improvement projects and designing many productivity improvement tools (Won several recognition awards)

Expertise in handling transitions and system migration – SAP ECC, SAP (S/4 HANA Simple Logistics) and Oracle.

Skilled with experience in Service Recovery and Escalation management & maintaining positive Net Promoter Scores.

Proven experience of having setup a Customer Business Centre for a $75M Test and Measurement equipment business operations

Known as a task-oriented individual with an analytical bent of mind and a flair for team working, excellent trainer and a mentor to the team.

PROFESSIONAL WORK EXPERIENCE

Customer Service Manager-India & SAARC Nations – Import and Export, Logistics and shipment clearance 03/2018-05/2019

ROXUL-ROCKWOOL Technical Insulation India Pvt Ltd: Mumbai, Maharashtra

Ensure that at all times organization is customer centric, customer service approach and customer culture is maintained

Led & mentored a team of Customer Service Executives responsible for quotations and order processing to ensure orders are processed accurately and efficiently, inventory and planning collaboration, logistics and shipping co-ordination, customs clearance and final delivery.

Organized Sales and Operations meeting to ensure there are sufficient resources at all times to fulfill customer requests

Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies

Improved customer service initiatives by streamlining sales and order management processes

Worked collaboratively with team members from Product Management, Planning, Sales, Finance and Logistics to resolve issues and ensure accurate and timely delivery of orders to customers

Handpicked by the management team to represent Customer Service function at Malaysia for the roll out of Rocksell – Microsoft Dynamics CRM.

Led the roll out of Microsoft Dynamics CRM – lead & opportunity management software

Constantly exceeded the monthly sales target of 1250 MT

Customer Service Supervisor-India & Distributor Market 12/2015-03/2018

Tyco Safety Products India Pvt Ltd: Mumbai, Maharashtra

Build effective and result oriented Customer Service Team through intensive workshops and coaching

Promoted as SAP lead to co-ordinate UAT and resolve first level issues from various cross functions across user community

Instrumental in setting up the Customer Service Dashboard and refining the Key Performance indicators as measures of Performance

Set up cross functional meetings between Logistics and Delivery, Procurement, Finance etc to identify & resolve the gaps in business operations

Solved various complex & long outstanding Customer issues pertaining to deliveries, out of box defects, missing shipments etc

Supervised & directed a team of Customer Service Officers responsible for order entry & answering customer queries on order status and delivery

Critically monitored customer service operations to assess agent performance and provide evaluations and feedback

Increased efficiency and team productivity by promoting adherence to operational best practices and company policies

Reduced the backlog from 45 million to 12 million in a span of 4 months

Customer Service-South Asia & Distributor Market 03/2011-03/2014

Cochlear Medical Device Company India Pvt Limited: Mumbai, Maharashtra

Responsible for setting up & leading a customer service team that manages order entry to order closure and shipment status, service issues like out of box defects, deliveries, warranty management, annual maintenance service contracts, renewals, logistics for repair and calibration by the service center and handling customer escalations

Contributed to business growth (from 1 to 5 distributors) by leveraging the presence of local distribution to improve market coverage meeting customer needs quickly (Enhanced TAT)

Consolidated requirements for Service, warranty, after sales as per business policies and guidelines

Actively led and managed the User Acceptance Testing for Oracle Release 12

Facilitated several projects like the “Order Type Simplification” aimed at business process efficiency and simplified Oracle transactions

Developed the Online Portal which facilitated the registrations of the recipients by Surgeons and Audiologists

Received a token of appreciation for rigorous contribution in Oracle migration projects and system enhancement projects

Received “Best Service” award for servicing a tender from Sri Lanka Govt for the supply of 68 implants through complex LC negotiations & handling complex Export transactions.

Customer Sales Support Specialist & Service Contracts Manager 11/2009-01/2011

Tektronix Southeast Asia Pte Ltd: Singapore

Responsible for process & system enhancement of the world class Pacific Customer Contact Centre (CCC-Asia) operations (order management, service handling, and customer communication) to serve customers across the Asia Pacific and the distributor market (11 distributors)

Pioneer in studying the install base for the service business, creating a roadmap for selling service contracts and after sales warranty for ASEAN and India from Singapore

Visited the China Operations at Pu-Xi Beijing to study the business model of the Contact Center and to understand the best practices Replicated a similar model back in Singapore, which is today functional and successful & is world class contact center in the industry

Rolled out several Process/Productivity improvement projects that aimed at saving time and space & resulted in Service Level Improvements

Set new Quote Improvement and Price Exception Process which is an automated approval process that eliminates the traditional manual process for requesting quotes

Launched the Web Tool to manage the volume of queries flowing through the Contact Center This facilitated workload management and data generation

Mapped the Strategic Accounts for Defense and Space in India and redesigned the Geographic allocation which improved better reporting of sales figures

Designed and Implemented the ART Tool (Action Recovery Tool) which a process is to manage customer voices and initiate service recovery Refined the NPS process and redefined the Net Promoter question for the contact center which supported business performance metrics

Improved W-Option Sales and manned the Service Contract Renewal business for ASEAN and India

Designed First Call Resolution Tools for better Call Flow Management

Conceptualized and implemented the ticketing tool which helped the logging of technical and service calls and assisted the Customer Support Field Engineers to effectively access their tickets and close them even when they are in the field

Inside Sales Support Specialist 01/2008-08/2009

APTINA PTE LTD (Micron Semiconductor Singapore Pte Ltd): Singapore

Responsible for supporting worldwide customer’s business enquiries and commercial transactions on CMOS Imagers and Sensors– USA, UK – Europe & Germany, Japan, Korea, Taiwan, China, Australia and Singapore

Effectively managed the distributors and channel partners

Analyzed & reviewed daily Statement of Supply & volumes for shipments

Was handpicked by Management to acquire intensive business training in the USA (Boise – Idaho) as a preparation to the SAP Phase 1 Migration project This project was aimed at a spin-off from parent and set up of an independent business entity

Successfully handled live data migration in the system during SAP Phase 1 data migration from Micron (parent) to Aptina (new co)

Drafted the Revenue Controls for Sarbanes Oxley Audit & implemented new processes to suit business requirements Pioneered various business processes & tailored them to fit tax & legal requirements according to business policies & guidelines

Built Material Part numbers (MPN) to facilitate entering orders

Set up Quotation processes, Order Confirmation procedures & Implemented new procedures improving Customer Facing Documents & Enhancing Service Quality to match Business policies & guidelines

Strengthened the Pre-Sales support to Customer’s through intensive product training which resulted in improvement of First Call Resolution Rate

Led various projects at different stages as a preparation to the SAP Phase 2 Enhancements aimed at improving the system functionally

Telesales Engineer 10/2006-03/2008

INETEST RESOURCES PTE LTD (A distributor of Agilent Technologies (S) Pte Ltd): Singapore

Instrumental in identifying new business opportunities in the Singapore & Malaysia Region

Responsible for driving inside sales business and achieving sales targets (won recognition for closing leads on low-end instrument in the shortest timeframe)

Successfully qualified potential customers from a broad range of lead generation sources contributing to revenue maximization

Earned recognition for generating maximum sales (scopes & multimeters) in the shorter timeframe

Managed the demo inventory and the loaner pool

Ensured Quality Service to customers and maintained integrity and accuracy in the order management procedures and customer facing documents

Managed the Voices of Customers and initiated Service Recovery when needed

Improved the first call resolution rate by 40%

Represented commercial meetings and was responsible for Order acquisition

Liaised with customers management and sales team to better understand customer needs and recommend appropriate solutions

Customer Relationship Coordinator, Career 01/2000-09/2006

AGILENT TECHNOLOGIES SINGAPORE SALES PTE LTD : Singapore

Responsible for setting up, migration and training of the Customer Business Centre in Gurgaon, India This center manages the customers technical and non-technical enquiries, quote to invoice process, lead generation, pre-sales and post-sales enquiries, Service warranty and maintenance contracts, campaign and marketing support, for a $75m Test and Measurement equipment business group in India

Mentor to the team and responsible for the entire contact center and technical team product training

Successfully improved the Customer Survey Rating from 71 to 80 (in a scale of 10) for South Asia Pacific region, which is the best in the Electronic Instrument industry

Earned several promotions & career growths for demonstrating efficiency and responsibility in job performance

Bagged recognition Awards like the “Hall of Fame” and “Excellence in Customer Service” consistently for exceeding the Business Metrics

Commended by the management for the improvement of the Business Fundamental Table (BFT) for the team to monitor the Operational Health

Handpicked by the management to assume the role of the “Voice of Customer Lead” (VOC) and “Agilent Customer Survey Lead” (ACS)

Led the team in meeting the VOC adoption, response and resolution rate and achieved success rate by 95%

Demonstrated strong leadership in managing teams

Assumed the responsibility of Educational Administrator for the Contact Centre in April 2002

Developed and implemented a roadmap to partner Telesales in business operations

Previous Experience

Internal Partner Business Manager (Inside Sales – Contractual assignment), 12/2015 to 03/2018 Hewlett Packard Company India Pvt Ltd

Human Resource Coordinator, 1997 -1998 Delijoy Employment Agency, Singapore

Human Resource Coordinator, 1998-2000 Eshwara Internia Employment Agency, Singapore

EDUCATION

Advanced Certificate in International Trade, IMC: India 2017

Post Graduate Diploma in Human Resource Management, IBMEC, Singapore 2001

Diploma in Computer Operations, Radio: Bhuvan, India 1997

Diploma in Travel & Tourism, Radio: Bhuvan, India 1997

Degree in Bachelor of Commerce, University of Bombay, India 1996

ACCOMPLISHMENTS

SOFT SKILLS TRAINING: Customer Contact Program, Telephone doctor, handling difficult situations, Improving Responsiveness, Leadership Advantage – Dale Carnegie Training, Crucial Conversations

TECHNICAL TRAINING: Electronic Instrumentation 1 – Practical Measurements using Basic & Advanced Functions

OTHER TRAINING: Time Management, Negotiation skills, Interpersonal skills, Verbal Communication and Leadership Skills

QUALITY TRAINING: Process Improvements, Six Sigma Certification, DBS Management Tools – Shingijutsu Kaizen

ERP SYSTEMS: SAP, ORACLE, SIEBEL, SALESFORCE, pursuing certification in SAP S/4 HANA Simple Logistics

AWARDS

Won several Awards – “Being a Champion” Award, “Teambuilding”, “E-Plus”, “Hall of Fame”, “Excellence in Customer Service”, Best

Service (in recognition of services extended to customers), Oracle Migration – “Best Service” Award

LANGUAGES: English, Hindi, Marathi, Gujarati, Willing to learn a new language if required as a part of the role

Contact this candidate