Priyanka M

Wadhiwa
+91 9486129659 I priyankawadhiwa@yahoo.co.in

OVERALL PROFILE
A dynamic professional with rich experience in Order to cash process and Customer
Service. Ability to multitask and work effectively. Self motivated and able to work
independently.

EMPLOYMENT HISTORY

Subject Matter Expert at VWR, Part of Avantor

Nov 2019 - till date , Coimbatore

Responsibility of 5 associates under me as a Subject Matter Expert.

One-point contact for the on-shore team.
Dealing with all escalations from onshore directly received and investigating the issues
to provide both immediate and long term resolutions.
Working on daily TAT and TDM ( Tiered Daily Management )report for the team.
Conducting regular meetings with my team and keeping them updated with their
performance on month on month basis.
Process Trainer for the team : Providing OJT training for new associates, to help them
achieve a better learning curve.
Regularly Updating the team on new updates.Strive to bring in innovation and always
tried to experiment with new ideas, to make the update/process easy.
Ownership, maintenance and timely revision of process documents.
Working on Monthly KPI for the team.
Managing the team in absence of the Team Leader.
Senior Associate at VWR, Part Of Avantor
Oct 2016 — Oct 2019, Coimbatore

Quality check on orders done by Associates on everyday basis.

C I V I L E N G I N E E R
Analyzing and validating errors committed by the team in the orders processed.
Maintaining and updating the Process Updates in the team.
Responsible for meeting TAT for the team, i.e. checking no pending request EOD.
Trusted person when any new process received in the team.

Associate at VWR, Part of Avantor

May 2014 — Sep 2016, Coimbatore

Placing orders in SAP for Customers and handling all related enquiries.
Working on various reports and sub processes.
Chosen person to work on all critical customers.
Working with various teams to solve customer issues on their orders.

Customer Service Executive at CMC Limited ( A SUBSIDIARY OF TCS )

Jan 2014 — Jan 2016, Coimbatore

Worked on the new project of Passport Seva Kendra, a joint venture of TCS with the
ministry of External Affairs, Government of India
The job profile involved scrutinizing of the documents and processing of Passports.
Understanding and assisting the citizens to sort out their queries regarding their
passport, with the help of feedback forms.
Added responsibility of being a floor co-ordinator.

CORE SKILLS ACADEMIC HISTORY

Multitasking Skills Nirmala College For Women

Leadership Skills Bachelor in Commerce ( 2008 — 2011 )
Customer Service Skills Secured 80%
Excellent Communication
Skills St. Joseph Matriculation Higher Secondary School
Customer focus Class XII ( 2006 — 2008 )
Critical Thinking Secured 89%
PROJECTS UNDERTAKEN
Scan to Order (S2O)

I have had the opportunity to work in the Pilot batch of Scan to Order in our team and
was responsible right from testing stage to implementation of the same. My points of
contact for this process were teams in Belgium and Mauritius. The job was to teach the
system to place orders automatically without much manual intervention. The process
involved a deep analysis of every customer, regular calls and reports being sent to
onshore team to improvise the process.

Ireland Order Entry Process

Given an opportunity to handle Ireland process solely in the team of 14 members from
Jan 2nd 2019.

Tiered Daily Management

Had the opportunity to undergo training for Tiered Daily Management and working on
it everyday, which involves working on daily count, errors and quality calculations for
the team.

ACHIEVEMENTS
Won an award titled Miss. Perfectionist in Passport Seva Kendra.
Won Star Performer Silver award for Q1 and Q2 2015 and Star Performer Gold award
for Q3 and Q4 2015, and won Star Performer Gold Award for Q1, Q2, Q3 2016, Star
Performer Platinum for Q2 2017, Gold for Q1, Q2, Q3 and Star performer Platinum for
Q4 2018.
Minimal Errors when compared with the team’s performance.
Promoted to Senior Associate in October 2016.
Attended a business trip to Mauritius in November 2016 to learn the automation
processing of orders for UK and executed it single handed. .
Won Impact awards from the Ireland tea and from Team Lead for bringing Innovation,
improving the process and handling the Ireland Order process Single handed and being
a critical resource to the team.
Promoted to Subject Matter Expert in November 2019.
Top performer in the team consistently.
Trusted person when any new process received in the team

LANGUAGES TRAINING PROGRAM

- English, Hindi, Tamil, Sindhi Undergone a training program in Equity

Share Trading at Aditya Birla Money,
Coimbatore