Mohana Letchmi Kumarasamy

• Providing stellar customer service to executive-level clients.
• Handling fulfillment of service requests for assigned clients including research inquiry, analyst inquiry, and briefings.
• Managed 16 or above client inquiry daily
• Operating fluently across multiple internal systems and processes to deliver most important information, in organized, focused, and clear way to clients and internal stakeholders.
• Working closely with Accounts teams and analysts to provide clients with timely responses to questions and meet defined
• Working with clients to clarify research requests in order to identify most appropriate published content to support business problem.
• Understanding research content and analyst coverage areas to effectively align client questions with most relevant analyst.
• Tracking all requests and correspondence in Gartner's customer relationship management (CRM)

• Track all inbound shipments from import vendors to warehouse from international origin port/point to final delivery; identify exceptions and report to vested parties promptly.
• Monitor Inventory levels and reconcile tangible inventories with records.
• Assist in development, writing, and approval of SOPs to enhance business processes.
• Excellent interpersonal skills and ability to work as team member and interact with all levels in cross-functional environment.
• Publish reporting (tracking, tracing visibility and performance) and analysis using systems to supply clear visibility to all stakeholders.
• Meet or exceed deadlines, prioritize, multi-task, and maintain flexibility in fast-paced, changing environment.
• Works with 3rd party logistics providers on continuous improvement processes to reduce costs and improve service.

Projects Involved:

• Green Supply Chain – Explaining Initiatives to follow and Recommended Initiative to make better improvements.

• China Shipment File – Prepare manual Export file into job efficient file and make sure right data is captured for customer service team.

• Prepare and submit logistics reports on performance measures.
• Assist in development of slide decks for management updates and presentations.
• Assist Sr. Analysts in implementation of compliance monitoring tools and execution of performance management.
• Studied movement of goods to identify gaps in efficiency and other areas needing improvement.
• Scheduled daily tasks based on immediacy and importance.

Execute and maintain tracking and analyzing all inbound shipments, including working with carriers and 3PL provider.

• Monitored shipments and material receiving schedules and provided timely reports.
• Develop or assist in development and documentation of processes/procedures for developing reports, charts, or other items.
• Participates in continuous improvement projects Works with other team members to develop alternative solutions.

Project Involved

• 5S Project Lead – getting involved with 3PL and contacting monthly 5S audits in office and warehouse.

• Lead of GEMBA Team – Coordinating & Tracking team's attendance for weekly walk to warehouse and preparing monthly sharing sessions for Team.

• Responsible for maintaining purchasing levels and making sure that all purchases were properly approved.
• Worked closely with warehouse management to make sure that proper product levels were always maintained.
• Regularly prepares and communicates purchase orders and delivery schedules to suppliers (local and imported) and monitors fulfillment of each; Reviews and revises order quantity of stock items if needed and monitors and reports supplier's delivery performance.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Utilized customer service software to manage interactions and track customer satisfaction
• Singapore Retail Association - Excellent Service Award - Silver Award 2011