Aiswarya M

AISWARYA M Reva Selva Home , Flat no.B3 , 46, 2nd Cross, Vinayaka Nagar, Nayanappanahalli Main Road, Begur Post, Bangalore – 560 114 - •- OBJECTIVE Adaptable individual with 2.6 years of experience as Operations Associate in Order Management - Supply chain Department along with 4 months history of retainership under same department is currently looking for a job where i can utilise my knowledge and experience. WORK EXPERIENCE Operations Associate - Order Management (SCM) Think and Learn Pvt Ltd April 2,2022 - September 15,2022 Escalation Management over Freshdesk and freshchat (live chat based resolution) to assist internal teams on Order Confirmation / Payment Verification (Order Fulfillment ) with a SLA of 5 minutes for chats and 30 minutes for tickets. Ensure first response and resolution SLA is met in CRM tool (Freshdesk / Freshchat ) for Post Sales escalation. Payment Verification and Order Fulfilment : Verifying and confirming revenue orders using payment gateways and also based on SOP criteria. Report and Data Analysis : Creates Tableau dashboard and also coordinated with cross functional teams to ensure smooth work process and maintain high efficiency . Project Management : Coordinated with cross-functional Automation Projects of Order Management and Freshchat queries. Order Management - Worked on customer service Order Punching in Leadsquare for Orderhive and OMS orders for the cases / tickets raised on Salesforce and Freshdesk platform. Team Management : Handled team whose primary responsibility is to effectively assist internal team on various communication platforms, Salesforce and Freshdesk. Handled weekly team performance assessment and Work allocation for team members. Training - Created SOP and given relevant training with KT of process regarding process updates to entire team , thereby achieved team targets. Retainer Think and Learn Pvt Ltd December 9 ,2019 - March 30 ,2020 As retainer , learned the operations of supply chain and taken part in Order Fulfilment process under SCM department . Order Fulfilment: Payment Verification , Order confirmation and escalation handling. EDUCATION Master of Computer Application MBA Information Systems Anna University School of Distance Education - Bharathiar University SKILLS Report Works : MsExcel (Data Analysis and integration / VLookup) SQL Order Punching : Platform - Leadsquare Escalation Management : Platforms - Freshchat , Freshdesk and Saleforce Order fulfilment : Payment verification via gateways , OMS and orderhive . SOP creation Team handling : Work allocation , Performance review and training team . PROJECTS Freshchat Automation Project : Worked on live chat Automation Project for payments , Order Confirmation and Post sales queries.Tableau dashboard for live chat queries and quality analysis. Salesforce Dashboard creation : Worked on dashboard creation for clear insight for the inflow and outflow of cases handled by team . Adding to that , sub dashboard for reviewing SLA and team performance . Salesforce Case creation Automation: Worked on project which needs less intervention oh internal team is required by an integrated platform for case creators to directly create Customer Service Orders.Resulted in increase of 20% to 81% of total inflow automation.Achieved cost-cutting , time consumption and less manpower intervention. CERTIFIED COURSE COMPLETION Udemy certification Communication skills machine : Master persuasion & influence Business skills : Email Etiquette Rules Microsoft Excel for beginners & intermediate Excel Training LANGUAGES KNOWN English - Upper intermediate Malayalam - Proficient Tamil - intermediate DECLARATION I hereby ensure that the above mentioned informations are true to the best of my knowledge.