Gowthami Singari

• Liaising with internal Coles Online team to support effective functioning of B2B area.
• Managing the key account relationships and also end-to-end bulk order process for business customers with accountability in driving profitable sales and increasing customer base.
• Supporting Coles Online for Business customers by maintaining and growing relationships with store teams to ensure successful sales outcomes.
• Educating Customer Care teams to ensure team are trained and up to date on all Coles Online for Business processes, enquiries/issues, and correct resolution.
• Support and educate business customers in setting up new Coles Online accounts, applying for credit accounts and placing bulk orders.
• Provide business customers or stores with respective reporting and supporting Business Development Managers with lead generation.
• Assisted in development of new rules and policy framework for Coles Online business department in sections such as bulk orders and credit accounts.
• Work closely with the client services/sales and operational teams to understand internal and external reporting requirements to support effective functioning of business area.
• Served as main point of contact for outside vendors, connecting with relevant personnel or department.
• Monitored and controlled supply, ensuring adequate supply levels, timely product ordering as per customer request to ensure business is not impacted.
• Taking inbound calls and managing multiple email inboxes. Make outbound follow up calls to the customers where necessary.
• Working closely with the supply chain team to ensure better ordering and delivery process
• Hands-on Exposure to IBM sales centre application where we check the customer order details at the backend
• Ensure timely and accurate delivery of internal and external reporting and scheduling meeting with clients
• Gather and analyse weekly data to provide valuable insights that drive informed decision-making.

• New Gen Recruitment Program - Reference and Background Checks – Post interviews, checking references involves contacting previous employers, supervisors, schools, so on and so forth to verify key employment and educational information and learn more about a candidate's background, experiences, and skills.
• Developed strong relationships with hiring managers to understand their needs and provide tailored recruitment support.
• Supported internal team development by sharing expertise in specialized recruitment strategies and techniques.

• Trained and supervised team to deliver on store sales targets.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Resolved complex customer enquiries, disputes and complaints.
• Integrated process improvements to optimise overall workflow and efficiency.
• Make sure calls are attended as per priority and assist the agents with necessary information
• Prepare performance reports on an hourly basis if required
• Modelled business processes to identify strengths, weaknesses and opportunities for improvement.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.

• Receive inbound calls & emails from online Coles customers to resolve their enquiries.
• Liaise with the stores and CSAs to assist in the delivery of orders to our customers.
• Receive inbound calls from stores and CSAs to assist with their enquiries.
• Outbound calls to co-ordinate the delivery of the items to the customers.
• Send email communications to stores following up on issues and concerns highlighted by online Coles customers.
• Ensure calls & emails are handled in accordance with the campaign's Quality Assurance guidelines.
• Expertise in tools like PureCloud, Sales Centre, Sales force, Microlise.

• Assisted customers with their software issues and user security & administration
• Good working knowledge of Microsoft desktop/server operating systems and desktop applications
• Troubleshooting issues related to web browsers like Internet Explorer, Firefox, and Google Chrome
• Ability to convey technical information to a variety of people in a timely manner
• Excellent customer service experience.

• Server Administration of HP OpenVMS and Unix server which includes 24 node cluster and 64 servers for banking and retail domains in a 24X7 environment
• Backup and recovery of the data
• Daily update calls with clients
• User management (Creation/Modification/Deletion of user ids)
• Coordinating with application teams during major incidents to get the RCA and fix the issue
• Perform work load management load management and prepare the quality report of the team to the management
• Coordinate with the hardware and datacenter team in h/w management and replacing the faulty part with necessary troubleshooting.

• Participated in the development, implementation, review and maintenance of internal systems, procedures, processes, and work practices in the unit.
• High level communication skills and build appropriate relationships with team members, clients, and key stakeholders.
• Standardized documentation procedures for data systems administration tasks, promoting consistency across team members'' work processes.
• Performed data administration duties for databases.
• Evaluated the effectiveness of master data administration processes on a regular basis, identifying areas for improvement and implementing changes as needed.

• Backup and recovery of the data
• Opening and closing of tickets using Service Now
• Prepare the performance graph using the monitoring tools HP Availability Manager and Sightline
• User management (Creation/Modification/Deletion of user ids)
• Coordinating with application teams during major incidents to get the RCA and fix the issue
• Perform work load management load management and prepare the quality report of the team to the management
• Performing the health checks and compliance checks on a quarterly basis
• Start-up and shut down
• Capacity reports
• Creation and closure of tickets using BMC Remedy
• Performing quarterly employee validation of the users
• OpenVMS Server maintenance for optimum utilization of resources.