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Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline

PRANJU PROTIM BARUAH

Exp Customer Exp Professional
Subhodaya Laurels, Tejsawini Nagar, Bangalore
Summary

Customer Experience Professional with over 6.5 years of successful experience in Return Material Authorization, Order Management (Supply Chain Management), Account receivable and PO generation. Recognized consistently for performance excellence and contributions to success in industry. Excellent reputation for resolving problems and improving customer satisfaction.

Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History

Experience Customer Experience Professional

Honeywell
2019-02 - Current
  • Working on customer claims - Validating customer claims to judge if it’s valid claim or not, if its Honeywell error or not and issue RMA (Return Material Authorization) accordingly to provide credit and initiate replacement order if required.
  • Working closely with internal Quality engineers/stake holder to understand technical claim raised by Customers.
  • Working with ISC team (Receiving / Shipping / Planning) for product shipping related quires.
  • Working with Credit analyst and invoicing team for any Invoicing related quires and creating CMR / DMR's (Credit memo / Debit memo) as and when required
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked with rigid customers to understand needs and provide excellent service.
  • Led projects and analyzed data to identify opportunities for improvement.

Customer Service Representative

Honeywell
2016-04 - 2019-01
  • Processing the Purchase orders to meet the customer demand.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Handling outbound calls with customer or sales to get the required information to get the orders placed perfectly.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

Senior Process Executive

Infosys Limited
2015-01 - 2016-04
  • Booking service orders with the help of tools: Oracle 11i, R12, PBM, RNT, CSCC, Status tool, Customer search, Customer Specific, CPR, FCM, Deal Id and doing validations with the customer purchase orders and with the respective tools.
  • Processing customers’ renewal booking request placed with PO, valid a quote and Statement of Work.
  • Handling escalations which received from customer and deliver the services on priority base.
  • Co-ordinate with Clients and other teams in order to successfully deliver all the expected SLA’s.
  • Advice Customers on Booking, Entitlement, Service Contract and invoicing queries.
  • Supporting the direct and indirect customer for service queries and other issues through mails.
  • Work with Accounts Payable team for Invoice verification and processing till the payment is been done and closure of PO’s..

Global Associate

Impelsys Inc
2010-01 - 2012-01
  • Invoicing to the clients based on SOW, T&M, Hosting other related.
  • Providing and maintaining AR aging Reports on Weekly Basis.
  • Co-ordination with different BU’s for purchase as per the requirements.
  • Customers follow up for the payments against invoice and maintaining good vendor relationship.
  • Proper filing of all the documents like statutory related, customer contracts, vendor contracts under company website (File Management under Google docs).
  • Preparation of bank reconciliation statements.
  • Maintaining proper accounts for retail and institutional sales and doing reconciliation on weekly basis against Paypal statement.
Education

MBA Finance, Finance and Investment

Sikkim Manipal University, Exeter University
2012-05 - 2014-04

PGDM Finance

Exeter University
2009-09 - 2010-10

B.Com Commerce

Mahaveer Jain College, Bangalore University
2005-04 - 2008-04

High Secondary Commerce

Mahaveer Jain College
2003-05 - 2005-05
Skills

    Customer experience enhancement

Turnaround experience

Quality assurance

Managing returns

Commercial invoices

Order process management

ERP systems like SAP Oracle 11i & R12

MS Excel

Written Communication

Customer service

Certification
Six Sigma Green Belt Certified (SSGBC)- December 2018
Diploma in Advance Fitness

Fundamentals of digital marketing

Accomplishments
  • Collaborated with team of 5 in the development of Spex Productivity Improvement Project
  • Documented and resolved reduction of inventory which led to quicker turnaround to the customer.
  • Received Bravo Bronze Award for Q4 2019
  • Received “Best performer Award” in the Team
Timeline

Experience Customer Experience Professional

Honeywell
2019-02 - Current

Customer Service Representative

Honeywell
2016-04 - 2019-01

Senior Process Executive

Infosys Limited
2015-01 - 2016-04

MBA Finance, Finance and Investment

Sikkim Manipal University, Exeter University
2012-05 - 2014-04

Global Associate

Impelsys Inc
2010-01 - 2012-01

PGDM Finance

Exeter University
2009-09 - 2010-10

B.Com Commerce

Mahaveer Jain College, Bangalore University
2005-04 - 2008-04

High Secondary Commerce

Mahaveer Jain College
2003-05 - 2005-05

Fundamentals of digital marketing

Diploma in Advance Fitness
Six Sigma Green Belt Certified (SSGBC)- December 2018