Customer experience specialist in the Analytical Instruments Group (AIG) division of ThermoFisher ScientificI represent the division/ business and act as the face of the company for all customer communications. Responsibilities Include:End to end order management from the time the PO is received, to delivery, installation & trainingManaging the internal communications and ensuring that all stakeholders are on the same page for high value orders Process ImprovementStakeholder Management

Core ResponsibilitiesCustomer Care Helpline: Answering inbound calls according to roster ensuring all individual KPIs are met or exceeded, providing order updates and basic product information, triaging enquiries to relevant departments, processing credit card payments and phone orders, logging customer details for CAS surveyingCRM via Salesforce: Addressing inbound enquiries submitted via emails and B2C channel, root cause analysis to provide effective resolution to all enquiries, case and complaint management, interdepartmental communication. Key focus area: Credit & Replacement cases – over $30,000 recovered till date by dispute resolution of overdue invoices. Working with the customer to reach a mutually acceptable resolution focusing on minimising loss of revenue.Order Management in ERP (SAP D50, JDE E1, MasterPack): End to end order management from manual order entry, order changes and cancellation, batch reservations, stock allocation, managing special requests, held and failed order management on B2B (Ariba, Science Warehouse, Hubwoo, Coupa, Pacific Commerce) and B2C portalsSpecialisation: High value instrument order management in SAP. Routinely liaising with the Asian Distribution Centre (ADC) in Singapore, Logistics, Warehouse and planning team.Additional ResponsibilitiesPreparing work instructions, standard operating procedure (SOP), training team members and optimizing work processes. Regularly reporting issues and articulating solutions to minimize impact on customer and improve overall experience. PPI (Practical Process Improvement) involvement.Member of the Internal Communications Committee (ICC) Nominated for the Intensity Award in the quarterly Town Hall meetings (Twice – Q2 2023, Q3 2023)

Acted as a primary point of contact for customer enquiries via phone and email. Assisted the core team with daily tasks such as handling inbound calls, triaging incoming enquiries in salesforce, order change and updates, phone orders and credit card payment processing.

In-Store sales demonstrator handling demos and inventory management at various locations across Melbourne. Assisting customers with coffee machines and coffee selection while improving brand awareness.Gathering customer feedback and competitor information during shifts and reporting them to the area manager. Supporting the continuous improvement plans of the business by actively engaging with new & existing customers and store staffEngaging with customers visiting the retail store to promote and raise brand awareness.Training and knowledge sharing with retail staff to build interpersonal relationships at stores such as Harvey Norman, The Good Guys and JB HiFiVisual merchandising in line with current promotions to maximise salesPerforming stock checks and reporting them to Nespresso to ensure stock availability during key sale periodsPromoting customers to self-serve and driving traffic to the website/app by enrolling customers into the Nespresso Club

Providing relocation services to organizations. Dismantling and preparing computer equipment for safe transport followed with installation and testing at the new site. Doing so in a timely manner supporting the the transport team and the customer to minimize downtime.The role required working closely with IT teams of large organisations to ensure smooth transition from one office to the next.

Domestic Responsibilities• Create and execute territory sales plans for South India to meet the established sales quotas and generate company revenue and profit targets. • Generating and qualifying leads via marketing campaigns (Emails, SMS, Cold Calling, Website, Conferences) and guiding the customer through the buying process.• Act as primary customer liaison by maintaining customer contact, assessing customer satisfaction, and generating sales revenue. • Preparation & presentation of technical & sales proposals & demonstration of products to customers. Content creation for website, brochures, email campaigns and other marketing materials. Responsibilities included updating and maintaining existing materials, planning and creating new content in line with the business needs. • Working with internal teams to generate and vet the content to be presented to the customer via the marketing channels. International Responsibilities• Overall revenue generation in Asia Pacific (APAC) focusing on developing markets in countries such as Myanmar, Philippines, Cambodia, Vietnam, Indonesia, Laos. • Support regulatory compliance for products in international territories. Identifying, expanding, and growing new business opportunities in Southeast Asia.• Representing the organisation in national and international conferences to identify new leads and key contacts to support further growth in the target market.• Working closely with Indian consulates globally to seek alternative sources of funding to support capital projects in APAC region.

Worked as an Engineering and Business Development professional, identifying valuable markets and introducing quality driven, innovative, reliable, and affordable medical equipment to them. Working closely with internal teams such as R&D, Manufacturing and Sales Support to articulate the value of the radiotherapy and radiology solutions offered by the company.

Placed as an intern in the radiology department to observe and work with radiology professionals to understand the day-to-day operations of the department. This internship supported deeper understanding of theoretical knowledge gained during B. Eng by linking the theory with clinical practice.