Sales Customer Service

Lavanya Srinivasan

Mobile# 984**-***** Email: *********@*****.***

Career Objective:

Seeking a challenging opportunity in a reputed and growing environment where I can apply my Skills

& experience to share the success and to advance in my career

Career Snapshot:

Over 7 years of experience in handling international customers calls in the area of Sales, Credit and Collections, Contract Management and HR Resume Screening

Domain Knowledge & Skill:

Complete understanding in Collections Process and handle Inbound & Outbound calls and Customer Service

Significant level of exposure in Accounts Payable Process, HR Resume Screening process and Supply Management process

Organizational Experience - Accenture Services Pvt. Ltd, Chennai

From: November 2005 till date

Role: Team Leader – Contract Management & HR Resume Screening (SCM) – Nov 2010 till date

* Contract Management Team is responsible for creating and modifying sales orders. Successfully transitioned the entire process and have single handedly provided training to the team. Also from an operations maturity status perspective, have moved the process from Stable to Capable. Work closely with another center and ensure that all deliverables are sent on time

* HR Resume Screening Team is responsible for initial level of screening of resumes of applicants

* I am the direct back up for the Operations Lead and have been instrumental in setting up control metrics wherein nothing is missed out

* Work closely with the service delivery lead and on site delivery manager and provide reports required by them regularly

* I am one of the core team members in the Industrialization team which is responsible to ensure that OPEX is followed by all processes. Conduct regular assessments to test knowledge of individuals and provided feedback and development areas where they can improve themselves

* Developed the Client Data Protection Plan for the project and ensure that walkthroughs are conducted regularly. Also ensure that we have proper measures in place in conjunction with Client’s as well as Accenture’s expectations

Role: Team Leader – Collections (O2C) – Aug 2008 to Nov 2010

Role: Subject Matter Expert – Collections (O2C) – Mar 2007 to Aug 2008

* Download & analyze daily collection list, deductions and held orders on assigned customer group

* Assist team members by downloading and analyzing blocked orders and new deductions

* Responsible for the High Profile - Government accounts

* Analyze, Score and provide feedback to team members and Process leads on the recorded calls

* Daily status reporting on Emails, Deductions and Inbound Calls

* POC to handle escalation calls

* Proposed and implemented Process improvement suggestions and thereby enhancing the business process

* Train and coach new joiners & team members on sub processes and Para-phrasing

* Initiate different ideas on achieving monthly targets set by the Clients. Maintain Collections Dashboard, Aux, Call calibration scores, scores of Basic Score Cards, Charge back on a day to day basis / monthly basis as the need may be and reporting those directly to the client and the management

Role: Senior Process Associate – Collections (O2C) – Nov 2005 to Mar 2007

* Take total responsibility of all accounts allocated and to achieve the given target towards collecting the money

* Maintain a MIS of daily activities to track the status of accounts and report the work on a daily basis

* Communicate clear information to the customers in case of queries or disputes to build a good rapport and help in effective collections

* Reviewing the customer's accounts regularly

* Call customers for payments, understand their problems and work towards a mutual understanding and solution

* Prioritize work based on the amounts due; age of the debt and past payment pattern of the customer

* Respond to customer queries promptly which is received through an inbound call or e-mail or fax

* Maintain reports of status of accounts called including those on dispute

Organizational Experience - Net Vision Cybertech Ltd, Chennai

From: May 2005 to Nov 2005 Role: Tele Sales Executive

As a Tele Sales Executive, was responsible for selling services of a Telecom Service Provider for residential customers in United Kingdom

* Call UK Residential customers and describe the Quality of Service and the savings they would be able to get after using the alternative service provider and make them buy the product

* Maintain a MIS of daily activities to track the number of Quality approved and blocked sales

* Handling the team during Supervisor’s Absence

* Participate in the development of operating goals and objectives for the unit; recommend, implement, and administer methods and procedures to enhance operations

* Supervised and trained new joiners, to make quality sales meeting all the Call Quality Parameters

* Have been identified as a Subject Matter Expert for the business

Educational Qualification:

B.Tech (IT) - Bharathiyar College of Engg. and Tech., Karaikal, Pondicherry University -2002

Other Technical Skills:

* Good understanding and hands on experience using SAP

* Good knowledge on Basic Computing and MS Word, Excel and Power Point

* Handled sessions for people at supervisory level on professional development and people handling

Capability Development Trainings:

* Data Privacy, Compliance

* E-Mail Writing Skills

* Effective Presentation Skills, Client Relationship Management

* Effective Communication Skills and Positive Attitude

* People handling skills / People Management, Train to Retain

* Managing Change

Behavioral Skills:

* Adaptable to learn new processes, concepts and skills

* Punctual, Organized and Team Player

* Highly Efficient and detail-oriented

* A competent and confident professional, capable to perform effectively under pressure and hardship conditions

* Capable of working in fast paced high-tech environment requiring skills in scheduling and man management

* Excellent administrative, people management, inter-personal, communication and organization skills. Excellent client handling skills

* A result oriented person with an open mind

* Strength in problem solving, coordination and analysis

Achievements:

* Received numerous Client as well as Company’s appreciation for providing value added services in terms of what is expected from both

* Play a pivotal role as a member of the industrialization team to ensure that every individual is well aware of OPEX and its practices and how it is used in their day to day process

* Successfully achieved all monthly targets set by the Client as well as the management

* Have received several rewards and recognitions in terms of awards (extra mile champ, best TL of the quarter, Numero Uno, Whiz Kid) and points in recognition of the work that I have performed and the timely manner in which it has been provided to the end user

* Have held the position of the project level POC for initiation of ideas regarding process improvement and ensure that the process as well as the deal meets the targets set for the financial year by driving closure of the ideas submitted

* Is Continuously involved in brain storming with team and have provided several improvement suggestions that were implemented by clients which has provided huge benefits to them

* Being the OPEX trainer in the process, was the best in connecting the dots which resulted in end to end savings

Personal Details:

Date of Birth 15.12.1980

Sex Female

Marital Status Married

Nationality Indian

Permanent Address Old No 5, New No 2, I floor, 63rd Street,

Ashok Nagar,

Chennai – 600 083

Languages known English, Tamil, Hindi and French

Passport Number J5784423

Date of Issue 05-07-2011

Date of Expiry 04-07-2021

Visa US business Visa (B1/B2) valid till 2019

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