Sumitra Nair Email and Phone Number

Responsible for overall Performance Management and Talent Review process- Make decisions regarding hiring, review performance appraisals, and career development of employees- Introduced new induction process to provide a better understanding of the team and processes to the new hire- Develop internal procedures for managing recurring events and/or issues, training the team leads and assisting in the Implementation- Develops and maintains strong working relationships, working… Show more Responsible for overall Performance Management and Talent Review process- Make decisions regarding hiring, review performance appraisals, and career development of employees- Introduced new induction process to provide a better understanding of the team and processes to the new hire- Develop internal procedures for managing recurring events and/or issues, training the team leads and assisting in the Implementation- Develops and maintains strong working relationships, working closely with cross-functional partners within the regions- Hold on-going workout and strategy sessions with team; work with team leaders to share and facilitate best practices- Regular meetings with stakeholder to resolve processing issues/ share ideas on improvement- Constant and regular review of processes and performance with focus on improving departmental competency/performance rating.- Manage existing and develop new and innovative workflow processes in a complex high volume growth environment- Contributed to new process releases (Email to case – E2C) and system enhancements by providing insight and performing tests.- Work closely with the Business Process team to ensure that any process improvements/projects are implemented into BAU in a controlled manner- Secured relevant trainings with product teams, trainers, and systems support for the team, to ensure ongoing product/system knowledge is up to date.- Making sure that all knowledge transfer/processes has been handed-over from each region to OPC team - Attends Global CS meetings to discuss/get updated on the latest business rules/processes/ system enhancement. Show less

- Reports to General Manager/ Director of Customer Delivery on the overall team performance/escalations- Responsible in making any decision that involves/effects Order Management processes- Provide timely support and resolutions regarding Data and Compliance issues- Regular meetings with sales team to ensure business rules are up-to-date and adhere to at all times- Hiring and training order management staff- Managing all staff related issues as well setting up… Show more - Reports to General Manager/ Director of Customer Delivery on the overall team performance/escalations- Responsible in making any decision that involves/effects Order Management processes- Provide timely support and resolutions regarding Data and Compliance issues- Regular meetings with sales team to ensure business rules are up-to-date and adhere to at all times- Hiring and training order management staff- Managing all staff related issues as well setting up KPI’s and goals- Monitor that orders are completed by staffs within the agreed SLA- Generate monthly statics/reports on performance and quality- Liaise with other internal departments such as Customer Service/Credits/Sales/Technical to ensure all transaction is smooth- Liaise with warehouse to ensure stock levels are up to date and order picking and shipping is done under strict supervision- Involve in Net Promoter Survey (NPS) project to identify the root cause of unhappy customers and to eliminate convoluted processes that effect customers - Contribute to new process releases (Sales Force Dot Com - SFDC) and system enhancements by providing insight and performing tests- Document manual and provide training for all OM team members on SFDC- Consult with product teams, trainers, and systems support to identify service-impacting issues in regards to SFDC- Ensure that all knowledge transfer/processes has been handed-over from Australia order processing team to Cyberjaya team- Regular communication with marketing team to get latest update on product release and marketing brochure- Attends sales conference to discuss on the pros and cons of any new business rules changes Show less

- Manage order received adhering to agreed turn-around times and to ensure satisfactory completion of orders- Take responsibility for customer related tasks within the allocated customer portfolio and other assignments as requested by the manager- Manage customer queries and communication in a professional and service-minded manner ensuring that resolution is provided even if not directly within own brief- Work as a team to ensure that customer's requirements are met -… Show more - Manage order received adhering to agreed turn-around times and to ensure satisfactory completion of orders- Take responsibility for customer related tasks within the allocated customer portfolio and other assignments as requested by the manager- Manage customer queries and communication in a professional and service-minded manner ensuring that resolution is provided even if not directly within own brief- Work as a team to ensure that customer's requirements are met - attend team meetings; discharge actions in a timely manner and follow up others as appropriate; keep others informed of all matters affecting business rules- Act as mentor/coach to new hires and existing staff as required- Meet agreed volume, service and quality targets- Allocate workload accordingly to the team Show less

Obtain information required to process order (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts) and create customer database in Citrix and Unison system- Ensure order form accuracy (including assigning of correct sales territories)- Ensure appropriate approvals are in place prior to quote submission- Responsible to process any order cancellation received- Exposed to new skill… Show more Obtain information required to process order (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts) and create customer database in Citrix and Unison system- Ensure order form accuracy (including assigning of correct sales territories)- Ensure appropriate approvals are in place prior to quote submission- Responsible to process any order cancellation received- Exposed to new skill training Show less

Client servicing- keep client informed on the candidate sourcing- Sourcing for the right candidates- Maintaining the candidate database- update and maintain the in house candidate database- Managing Account Receivables - sending invoices to clients for payments, keeping track on overdue payments by sending reminders- Administrative Support

Overlook on credit card accounts for Australian card holders - Assist on limit decrease on card- Check on account balance and update on lost and stolen of cards- Assist on credit cards online and rewards redemption- Assign to be an acting Assistant Manager Operation for my team