Create your free profile

About

Detail-oriented professional with over 6 years of hands-on experience across Order-to-Cash (O2C) workflows, sales operations, and customer success in technology and SaaS environments. Proficient in navigating Salesforce, leveraging AI-powered productivity tools for workflow automation, and cross-referencing multi-platform data to ensure accurate order entry, contract verification, invoicing, and fulfillment. Skilled in auditing operational workflows, catching data discrepancies, and collaborating across cross-functional global teams under tight deadlines. Experienced in professional issue escalation, maintaining high process quality, and driving customer satisfaction and retention.

Experience4

  1. Associate (Order Management & Customer Success)

    03/2023 — Present

    Lumen Technologies India Pvt Ltd

    Manage high-volume order entry and customer account operations using Salesforce and AI productivity tools to ensure data accuracy and expedite fulfillment. Conduct systematic data audits to identify and resolve pricing, billing, or fulfillment discrepancies before order execution. Collaborate with global cross-functional teams across multiple time zones, maintaining top-tier performance in First Call Resolution and Process Quality.

  2. Process Delivery Specialist (Sales & Order Operations)

    06/2022 — 02/2023

    IBM, Global Business Services

    Handled end-to-end order processing, contract validation, and fulfillment coordination using Salesforce and enterprise platforms to prevent revenue leakage. Identified and escalated complex order discrepancies, authored SOPs for order workflows, and maintained detailed transactional and compliance documentation for audit readiness.

  3. Customer Service Advisor

    04/2020 — 05/2022

    BT Global Services

    Responded to customer inquiries and complaints, improving first-call resolution rates through accurate information and problem-solving. Processed orders using web-based tools, handled email coordination, supported site engineer scheduling, and trained new hires in daily operations.

  4. Travel Consultant

    05/2019 — 12/2019

    Holiday Travel Triangle

    Communicated with customers to resolve service issues and coordinated transportation, accommodations, and itineraries for trips. Developed client intake forms and interview processes improving customer satisfaction by 20%. Tailored travel packages to meet individual client needs and preferences.

Education2

  • Master of Commerce

    University of Calcutta

    Accounting and Finance

  • Bachelor of Commerce

    Heramba Chandra College

    Accounting and Finance