Varsha Baichoo
Brampton,Canada
Summary
At Nestle Canada Inc., I spearheaded process excellence initiatives, leveraging SAP knowledge and cross-functional teamwork to enhance operational efficiency and customer satisfaction. My strategic approach to workflow optimization and problem-solving led to significant cost reductions and operational improvements, demonstrating a commitment to operational excellence and customer focus.
Overview
14
14
years of professional experience
Work History
Process Excellence Manager
Nestle Canada Inc.
Brampton, Canada
10.2024 - Current
- Performed gap analyses between current and desired state of processes, identified potential risks and recommended corrective actions accordingly.
- Administered daily processes by maintaining information integrity and verifying completeness of established procedures.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Developed visual tools such as flowcharts, swim lanes diagrams. to document current state processes and facilitate future improvements.
- Evaluated business operations compliance with regulatory and internal standards.
- Coordinated with cross-functional teams to identify areas of improvement in existing processes.
- Implemented strategies to take advantage of new opportunities.
- Developed and implemented process improvement initiatives to reduce complexity, cost, time and improve customer experience.
- Audited company's legal documents to verify compliant policies and procedures.
- Conducted testing of software and systems to ensure quality and reliability.
- Updated and maintained databases with current information.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked with cross-functional teams to achieve goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Achieved cost-savings by developing functional solutions to problems.
- Collaborated with IT team members during software development life cycle activities related to process automation initiatives.
Customer Service Manager
Nestle Canada Inc.
Brampton, Canada
03.2022 - 09.2024
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Analyzed business performance data and forecasted business results for upper management.
- Provided exceptional customer service to ensure customer satisfaction.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Assigned work and monitored performance of project personnel.
- Monitored staff performance to ensure adherence to customer service standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Implemented quality control measures to uphold company standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Evaluated employee job performance and motivated staff to improve productivity.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Delegated work to staff, setting priorities and goals.
- Led team engagement to assist cross-functional departments and achieve goals.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Achieved cost-savings by developing functional solutions to problems.
Process Optimization Specialist
Nestle Canada Inc.
Brampton, Canada
01.2019 - 02.2022
- Analyzed workflows in coordination with different teams to enhance efficiency.
- Assisted in yearly audit evaluations with the Business Excellence Manager.
- Mapped end-to-end processes to enhance daily operations of CS team.
- Spearheaded process enhancements within COC and COS leveraging LEAN methodology.
- Developed various dashboard solutions.
- Assisted in creating consistent working practices to improve the effectiveness of O2C processes.
- Address waste by determining underlying causes of repetitive issues and devising solutions for CS team.
- Successfully managed project integrations to ensure seamless O2C process execution.
- Assessed organizational needs and identified opportunities for process optimization.
- Identified opportunities for process optimization by analyzing data from various sources.
- Provided leadership and direction on best practices related to process optimization.
- Identified opportunities for cost savings through improved process automation and workflow optimization.
- Collaborated with cross-functional teams on projects related to process optimization or scale up activities.
- Identified areas of potential cost savings through process optimization initiatives.
- Actively participated in team meetings providing input on process optimization initiatives.
Customer Solution Analyst
Nestle Canada Inc
Brampton, Canada
12.2016 - 12.2018
- Facilitated meetings to discuss and validate customer claims.
- Performed comprehensive validation of claims by analyzing documents received from customers, carriers, and warehouses.
- Consistently delivered quick solutions, sustaining exceptional customer service standards.
- Addressed supply concerns promptly, leading to successful customer retention.
- Evaluated key performance indicators of customer orders and business processes, recommending actions for improvement.
- Handled order processing using SAP, ensuring seamless operations.
- Trained newcomers and provided coaching to existing customer service representatives on project development within their portfolios.
- Showcased a focus on continuous improvement during collaborative discussions.
- Utilized insights from SAP data evaluation to drive efficiency improvements.
- Collaborated with demand management team to achieve and sustain a 98% case fill rate.
- Compiled and distributed monthly reports to sales team for review.
- Organized monthly discussions aimed at proposing sales improvement initiatives driven by the transport timetable.
- Analyzed customer requirements and translated them into detailed solution designs.
- Maintained knowledge base by updating related documents and content management systems.
- Prevented key account losses by researching discrepancies and correcting problems.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong relationships with customers by providing personalized assistance and support.
- Supported sales team members to drive growth and development.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Life Administrator
ATLAS LIFE
Mauritius, Mauritius
02.2016 - 10.2016
- Handled portfolios involving diverse international brokerage accounts.
- Brokers attract clients for life insurance policies.
- Conducted diligent checks to verify compliance with established processes.
- Generate client quotations through quote system.
- Oversaw information upload in client management system.
- Performed analysis on applications to suggest suitable medical tests, followed by preparing formal letters for those tests.
- Generated documents for terminating life insurance policies.
- Coordinated with Accounting Department regarding client payment confirmations.
- Maintained records of file requests and ensured that all requests were fulfilled accurately and on time.
- Provided administrative support as needed, including data entry and document preparation.
- Assisted in developing and implementing new filing systems to address evolving business needs.
Service Executive
Maubank ltd
Mauritius, Mauritius
01.2013 - 01.2016
- Supported Relationship Manager in addressing customer queries.
- Showcased bank's products during customer visits.
- Facilitated account opening processes and ensured seamless client onboarding.
- Enhanced visibility of the bank's services.
- Executed financial transactions and retrieved customer details.
- Provided information sorting assistance and addressed customers' product queries.
- Reviewed and validated documentation for seamless onboarding.
- Assessed diverse business strategies by measuring associated risks.
- Conducted comprehensive due-diligence checks prior to processing applications.
- Resolved audit queries and implemented improved processes to mitigate issues.
- Prepared reports and conducted financial analysis on departmental performance.
- Collaborated with compliance department to review KYC documents and ensure validity of certificates.
Corporate & Trust Administrator
Imara trust company (mauritius) ltd
Mauritius, Mauritius
01.2011 - 12.2012
- Oversaw a diverse portfolio of both local and international companies and trusts.
- Handled client inquiries and service requests, including payment requests.
- Facilitated company incorporation process for new clients.
- Coordinated with Authorities and Private Sector Organizations in Mauritius, including the Financial Service Commission (FSC) and Registrar of Companies.
- Executed distributions from Trusts as needed while adhering to the Trust Deed.
- Enhanced financial stability of beneficiaries by accumulating resources.
- Reviewed Letter of Wishes in the context of applicable trust laws.
- Ensured compliance by maintaining accurate and up-to-date statutory records for corporate entities and trusts.
- Maintained adherence to FSC Guidelines and Mauritian legislation.
Education
Bachelor of Business - Banking & Financial and Financial Risk Management
University of Victoria
Malaysia08-2011
Skills
- SAP knowledge
- Process mapping
- Cost reduction
- Customer focus
- Operational excellence
- Cross-functional teamwork
- Best practices implementation
- Process automation
- Problem solutions
- Workflow optimization
- Operational objectives
- Microsoft Excel
- Powerpoint
- Power BI
- Customer Service
- Analytical skills
Projects Achievements
- Created CS Dashboard using PowerBI - link different data sources into the powerBI and validate data from the dashboard to ensure accuracy
- Created Onboarding Tool on sharepoint with up-to-date information to support daily activities for Customer Solution Analyst
- Account creation mapping, Led cross functionally the mapping process for account creation with DSD (Direct Store Delivery) team, CSA team, Starbucks/Nestle Professional team which resulted in a $10,000 cost avoidance.
- OSD (Overage, Shortage & Damage) Portal, Led creation of the new OSD portal. Worked with the IT team to create a more user-friendly portal for the carriers, CSA and CoS use. The tool allows more defined process. The new portal has contributed to a $40,000 cost saving and Time Saving of 324hrs across different team.
- Starbucks Integration, Led the end-to-end process implementation for Starbucks in CSLO by ensuring the order cycle process is being integrated successfully to flow through with the existing businesses. This included testing cross functionally between CS, Transportation, Order Fulfillment, Warehouse and Finance.
- Waters Integration, Led the end-to-end process implementation for Waters in CSLO by ensuring the order cycle process is being integrated successfully to flow through with the existing businesses. This included testing cross functionally between CS, Transportation, Order Fulfillment, Warehouse and Finance. Created a new dashboard to help the CSA team identify actions required for customer alignment on configuration.
- Superusers Network, Leading the superuser team for CSLO team. This is a team of individuals representing their team from different functions – if an issue arises, they are the go-to person to help or raise a ticket.
Languages
English
Professional
French
Professional
Affiliations
- Hiking
- Volunteering at rescue shelters
References
References available upon request.
Timeline
Process Excellence Manager
Nestle Canada Inc.
10.2024 - Current
Customer Service Manager
Nestle Canada Inc.
03.2022 - 09.2024
Process Optimization Specialist
Nestle Canada Inc.
01.2019 - 02.2022
Customer Solution Analyst
Nestle Canada Inc
12.2016 - 12.2018
Life Administrator
ATLAS LIFE
02.2016 - 10.2016
Service Executive
Maubank ltd
01.2013 - 01.2016
Corporate & Trust Administrator
Imara trust company (mauritius) ltd
01.2011 - 12.2012
Bachelor of Business - Banking & Financial and Financial Risk Management
University of Victoria
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