Rekha Sathasivam

Key Responsibilities:

1) Order Processing:
- Receive, review, and enter customer purchase orders into the system.
- Verify pricing, product availability, delivery schedules, and customer details.
- Ensure orders comply with internal policies and contract terms.

2) Coordination & Communication:

- Liaise with sales, logistics, warehouse, and finance teams to ensure smooth order fulfillment.
- Communicate order status, delays, or issues to customers promptly.
- Work closely with supply chain teams for stock allocation and shipment planning.

3) Issue Resolution:
- Handle order discrepancies, shipment errors, backorders, and returns.
- Troubleshoot system issues or documentation gaps affecting order processing.
- Escalate critical problems to relevant stakeholders for quick resolution.

4) Documentation & Reporting:
- Prepare order-related documents such as invoices, delivery orders, and credit notes.
- Maintain accurate records of orders, customer interactions, and shipment updates.
- Generate reports on order status, monthly sales, and process KPIs when required.

5) Compliance & Process Improvement:
- Ensure orders meet company policies, quality standards, and audit requirements.
- Identify bottlenecks and propose improvements to streamline the order-to-cash process.
- Support system updates, training, and SOP enhancements.

Achievements

• Established long-term client relationships through consistent delivery of high-quality products and services.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.

• Supervised daily administrative operations to ensure efficient office functionality and smooth workflow.
• Managed vendor contracts, office procurement, and facility maintenance to optimize resource utilization.
• Coordinated cross-departmental internal communication, bolstering HR efforts in recruitment and onboarding.
• Maintained meticulous compliance records, facilitated audits, and streamlined internal reporting processes.
• Developed and enforced office policies and procedures to enhance organizational efficiency.
• Oversaw budget planning, managed petty cash, and conducted thorough expense reporting.
• Coordinated logistics operations, ensuring punctual delivery of goods and optimizing transportation processes.
• Managed inventory control, oversaw warehouse operations, and kept accurate stock records up-to-date.
• Liaised with suppliers, freight forwarders, and carriers to monitor shipments and address logistical challenges.
• Prepared and managed shipping and customs documentation in compliance with regulatory standards.
• Utilized ERP systems for efficient order processing, dispatch planning, and logistics reporting.
• Monitored key performance metrics to maintain delivery accuracy and cost efficiency.
• Issued invoices, tracked accounts receivable, and ensured prompt collection of payments.
• Reconciled customer accounts and resolved billing discrepancies in collaboration with sales and customer service teams.
• Kept precise financial transaction records and updated aging reports regularly.
• Generated detailed reports on receivables, DSO, and collection status for management review.
• Assisted with month-end closing procedures and issued Statements of Account to all customers.
• Streamlined administrative processes, reducing operational delays by 25% through improved task delegation and documentation.
• Negotiated with vendors to achieve a 15% annual saving on office supplies and services.
• Implemented a digital filing and document management system, enhancing compliance and document retrieval efficiency.
• Developed a centralized scheduling system to improve coordination and adherence to deadlines.
• Increased on-time delivery rate by 20% via effective collaboration with transport partners and warehouse staff.
• Introduced advanced shipment tracking, enabling detailed monitoring of truck movements, fuel usage, and sales records.
• Developed KPI dashboards for real-time logistics performance monitoring, facilitating proactive issue resolution.
• Reduced Days Sales Outstanding (DSO) by 10 days with proactive follow-ups and enhanced collection strategies.
• Recovered over RM 80K in overdue payments through strategic communication and escalation processes.
• Automated the invoicing process, minimizing manual errors and enhancing cash flow predictability.
• Enhanced customer relationship management by efficiently resolving disputes and maintaining professional communication.
• Supported successful external audits with comprehensive documentation and accurate account reconciliations.

• Managed technical inquiries from Global Dell employees via phone, chat, and web, ensuring exceptional customer support.
• Performed remote desktop configurations and troubleshooting for employee computer issues as required.
• Conducted research on data sources to identify appropriate procedures for resolving customer issues effectively.
• Provided technical assistance for all PC-related hardware and software to users, adhering to service level agreements.
• Achieved 'First Call Resolution' by addressing customer issues within the contractual scope and obligations.
• Maintained a high level of professionalism and customer service while addressing client concerns and needs.
• Documented and monitored customer problems and resolutions using ServiceNow ticketing software.

• Completed specialized training in London, subsequently enhancing the capabilities and knowledge of 20 staff members through targeted training initiatives.
• Shared in-depth knowledge of QA methodologies, processes, and tools, ensuring colleagues were well-versed in best practices for quality testing and continuous improvement.
• Developed and maintained up-to-date learning materials, including a Knowledge Base, to facilitate ongoing development of process knowledge.
• Kept abreast of the latest QA trends, tools, and methodologies, implementing new software (BMC Remedy to SNOW) and disseminating this knowledge to the team.
• Served as a liaison between the QA team and other departments to ensure clear communication and alignment on project requirements and quality expectations.
• Organized and led training sessions on QA tools, techniques, and methodologies, enhancing team proficiency and performance.
• Provided mentorship to less experienced colleagues, guiding hands-on activities, reviewing their work, and offering constructive feedback to foster skill development.

• Provided multi-country IT support, achieving first-call resolution and conducting basic IT troubleshooting to enhance customer satisfaction.
• Utilized remote desktop connections to configure and troubleshoot employee computer issues, ensuring efficient resolution of technical problems.
• Conducted thorough research on data sources to determine appropriate procedures for resolving a wide range of customer issues effectively.
• Delivered technical assistance to users on the use of PCs, including support for both hardware and software, in line with established service level agreements.

• Addressed customer inquiries and resolved issues related to credit card accounts for users in Singapore through telephone support.
• Maintained strict adherence to security protocols to ensure confidential account information was accessed and shared appropriately.
• Provided timely and accurate information to customers, enhancing their understanding of credit card services and features.
• Collaborated with team members to ensure a consistent and high-quality support experience for all clients.
• Identified and reported any discrepancies or unusual account activities to prevent potential fraud and protect customer interests.