SHWETA RAWAT
Toronto,ON
Summary
Dedicated Order Fulfillment Analyst with 4 years of experience in order management and 5 years in customer service. Skilled in using Salesforce, Oracle, and Siebel to improve processes, resolve customer issues quickly, and support team collaboration to make workflows and processes more efficient.
Overview
9
9
years of professional experience
Work History
Customer Ser Ops Associate
Keysight Technologies
01.2020 - 08.2024
- Internal Orders: Managed global internal orders via Oracle, handling requests through Internal Material Procurement tool, including CRN (Customer Requisition Number) entries and order support (modifications, cancellations, tracking).
- CIRF: Resolved customer issues through the CIRF (Customer Issue Resolution Form) process, ensuring quick resolution within an hour. Conducted weekly brainstorming sessions and participated in monthly and quarterly partner meetings.
- Channel Orders: Handled bulk orders for channel partners, including eBay and stock rotation orders, from quote to cash using Salesforce and Oracle. Provided post-order support to maintain customer satisfaction.
- FCNV (Forst Contact Non-Voice): Entered sales purchase orders and handled quote requests, miscellaneous queries using Salesforce and Siebel.
Associate Analyst
Vaco Binary Semantics
05.2019 - 01.2020
- Customer Onboarding & Support: Assisted US merchants in onboarding to Google Express using Salesforce, providing email-based support throughout the process and resolving website-related issues.
- Process documentations and training.
- Prepared EOD reports on a daily basis.
Analyst and SME
Concentrix
06.2015 - 04.2019
- YouTube SME & Team Support: Provided process updates, documentation, and quality audits for a 14-member team, conducting feedback sessions and client calibration calls.
- Customer Support & Team Coaching: Worked as a senior representative for Virgin Media, supporting new batches during onboarding, maintaining performance data, and conducting team refreshers.
Education
Graduate Certificate - Project Management
Humber College Institute of Technology And Advance
Toronto, Canada09.2024
Bachelor of Commerce -
Kurukshetra University
Kurukshetra, Haryana05.2015
Skills
- Fast Learner
- Presentations and Decks
- Customer Communication
- Workflow Analysis
- Customer service expert
- Process Improvement
- Team Collaboration
- Strong organizational skills
- Active listening skills
- Report Preparation
Accomplishments
- Got recognized for the contribution in a Lean Project (VSM) 2022.
- Promoted from Customer Service Specialist - Expert, 2020 to Customer Serv Ops Associate, 2022], in two years.
- Promoted as an SME in You Tube (Concentrix) in July, 2018.
- Recognized as Employee of the month (October, 2017) for outstanding performance and team contributions.
- Winner of quarterly extra mile awards in April, 2018.
Timeline
Customer Ser Ops Associate
Keysight Technologies
01.2020 - 08.2024
Associate Analyst
Vaco Binary Semantics
05.2019 - 01.2020
Analyst and SME
Concentrix
06.2015 - 04.2019
Graduate Certificate - Project Management
Humber College Institute of Technology And Advance
Bachelor of Commerce -
Kurukshetra University
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