Ramani Dokka
Strathfield,Australia
Summary
Focused Order Fulfillment Manager with over 10+ years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. An excellent professional at communicating with customers and employees to solve problems and meet business objectives.
Overview
20
20
years of professional experience
Work History
Order Fulfilment Manager
Fujitsu Australia
10.2023 - Current
- Ensuring that processes are consistent across Fujitsu NZ and Fujitsu AU, including procedures and approval workflows
- Reducing risk and the chance of single points of failure
- Cross-training between the GDC(Manila) and on-shore teams for improved flexibility
- Evaluated new technology solutions for potential implementation in the order fulfilment process, staying current with industry trends and best practices.
- Addressed customer inquiries regarding their orders quickly and professionally, fostering positive client relationships that led to repeat business.
- Developed strong relationships with suppliers, resulting in improved delivery times and lower costs.
- Coordinated cross-departmental communication for more efficient order processing and fulfilment.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Managed stock levels effectively by closely monitoring inventory levels against demand forecasts, avoiding stock-outs , and reducing excess inventory.
- Participated in strategic planning meetings with upper management to align the fulfilment department''s objectives with overall company goals.
- Created and enforced detailed organization processes to increase quality and service standards.
- Streamlined order fulfilment processes by implementing efficient inventory management systems.
- Trained new team members on company procedures to maintain consistency in order fulfilment operations.
- Order Management and Documentation: Establishing a unified approach and process for managing orders across various accounts in Oceania
- Documenting team tasks and responsibilities, as well as taking ownership of the SAP Manual
- Developing Standard Operating Procedures (SOPs) for Oceania, specifying account-specific processes and requirements, and maintaining them centrally
- Ensuring compliance with company policy and aligning with the Oceania Supply Chain Strategy.
Supervisor – Customer Service
CommScope Technologies Australia
11.2017 - 10.2023
- Reporting sales figures and analysis of data to meet revenue objectives
- Coordinate Employee Assistance Programs
- Reporting on backlogs, product shortages and price anomalies via SAP Business objects
- Manage customer and product master data in SAP
- Data Analysis and management of Sales, Inventory and Order schedules
- Led major initiatives within department that drove innovation or addressed critical business challenges - sales automation programs.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Assessed team member performances by delivering one-on-one coaching to promote better service
- Addressed customer inquiries to increase customer satisfaction ratings
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Monitor and implement team KPI's and SLA's
- Evaluated and authenticated returns, exchanges and voids
- Interviewed, hired and trained staff to meet company objectives
- Mitigated escalated issues to drive customer satisfaction
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated employee job performance and motivated staff to improve productivity
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage
- Created training manuals to resolve simple and complex customer issues
- Monitored workflow to improve employee time management and increase productivity.
- Generated KPI reports to track and improve metrics
- Maintain and monitor product requirement forecasts
- Reported on product consumption, availability/manufacture limitations
- Advised alternative supply plans in liaison with Planning and Procurement teams
- Negotiated product buy back and exchange schemes between businesses.
- Championed continuous improvement efforts within organization by promoting best practices for processes, tools, or technologies.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Team Leader & Data Analyst – Customer Service
CommScope Technologies Australia
12.2015 - 11.2017
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
- Managing credits and debits
- Resolution of Invoice disputes
- Monitor and Process all RMA's (Return Material Authority)
- Management of Material Change Orders for extension of material and pricing into respective business models and sales units
- Reporting on customer project orders Commscope's Platinum customer – NBN (National Broadband Network)
- Data Analysis and Data management of Sales, Inventory and Order schedules
- Business unit liaison for ERP migration of Commscope worldwide SAP platform
- Information gathering, gap analysis of material master, customer master data mapping for Australia and NZ sites
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before becoming significant challenges.
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands
- Worked closely with shipping, warehouse, and other personnel to coordinate movements and keep workflows smooth.
- Monitored team performance of 5 team members (4 in Sydney, AUS and 1 in Wellington, NZ) and provided constructive feedback to increase productivity and maintain quality standards.
Account Specialist – Customer Service
CommScope Technologies
10.2010 - 12.2015
- Manage and maintain Sales and Distribution of orders from enquiry through to delivery
- Manage customer accounts in SAP, AMPICS Information Systems
- Respond to first level technical queries from internal and external customers, technicians and end users
- Creating periodical and ad-hoc reports to provide statistics on blocked orders, customer notifications, customer satisfaction, sales, returns and staff errors
- Order entry, management and related tasks
- Raise sales alerts to sales staff and create provision orders
- Create, extend and maintain BOM's (Bill of Materials) in ERP systems
- Create, maintain and manage Sales Force case management tool for all business related communication
- Order entry and management on AMPICS system to monitor and maintain NBN project related orders
- Reporting and Data Analysis to advise internal and external stake holders of Inventory, Order Scheduling and movement
- Identify exceptions regarding stock levels, manage returns, faulty goods and initiate credit memos.
Customer Service Advisor
Gosford Call Centre
02.2006 - 05.2009
- Provide pre-lodgement advice in lodging Family Assistance, Parenting, Single Parent, Disability Support, Age pensions and other Centrelink related applications
- Team member for program management of 'Welfare to Work' initiative by government
- Team member for program management of 'management and streamlining of applicant data and redundancy'
- Assessment of eligibility and approval of advances on income support and family assistance payments
- Processing and dispatch of income certificates of clients for usage of other government departments and businesses (Example: Dept Of Housing, Medicare, ATO, Dept Of Veterans Affairs, banks, superannuation firms, mortgage brokers etc.)
- Channeling clients to government's 'Welfare to Work' initiative by referrals to job capacity assessors and employment agencies
- Initiate and follow up social security claims
- Reconciliation of payments annually in liaison with Australian Taxation Office, Department of Children's Services and Childcare organizations
- Setup re-payment options in liaison with Debt Recovery section and organise 'Centrepay' for clients wishing to pay bills and other financial obligations from their social security payments
- Reconciled accounts, posted daily entries and conducted financial analysis.
Supervisor - APS5
Department Of Immigration And Citizenship
08.2004 - 02.2006
- Supervise team of 24 in Student Visa section of Department of Immigration and Citizenship, Australia, Contact Centre
- Program management of new initiatives into Student Visa and Humanitarian Visa processing and streamlining of Work rights for eligible customers
- Pre-lodgement advice regarding Citizenship, Visitor, Resident Return, Student, Permanent Resident and Business Visa applications
- Handling escalated calls, technically challenging and policy related inquiries in Citizenship, Visitor, Student, Permanent Residency, Business visa applications
- Authorise Immigration Status letters for Medicare, ATO and other government departments
- Provided information and stationery for embarkation and dis-embarkation cards for Travel agencies, Australian Customs, Australian Quarantine and Airline companies
- Coach and train new recruits and call observation for ensuring quality of information provided and for performance appraisal
- Staff performance appraisals through Immigration department's appraisal tool PALA (Performance and Learning Agreement) for salary point and career advancement.
Education
MBA - Operations And Logistics
Australian Institute Of Business (AIB)
Adelaide, Australia12.2020
Australia Certificate IV - E Commerce And E Business
TAFE NSW
Kogarah, NSW06.2001
Post Graduate Diploma - Information Technology
St. George College of TAFE
Kogarah, NSW11.1999
Bachelor Of Science - Mathematics, Physics Chemistry
Osmania University
India, Australia06.1995
Skills
- Decision Making
- Performance Evaluations
- Workflow Management
- Service Delivery Optimization
- Team Building and Leadership
- Problem-Solving
- Leading Team Meetings
- Handling Escalations
- Time Management
- Positive and Constructive Feedback
- Coaching and Mentoring
- Performance Management
- Handling Customer Complaints
- Report Preparation and Analysis
- Recruitment and Hiring
- Customer Service
- Team Management and Supervision
- Testing Orders
- Process Integration
- Purchasing management
- Order Fulfillment
- Client Base Retention
Languages
English
Telugu
Urdu
Hindi
French
References
Gladly provided on request.
Hobbies and Interests
- Reading
- Singing - Indian Classical
- Mentoring - Leadership counseling for community groups
Quote
Our theory is, if you need the user to tell you what you're selling, then you Don't know what you're selling, and It's probably not going to be a good experience.
Marissa Mayer
Timeline
Order Fulfilment Manager
Fujitsu Australia
10.2023 - Current
Supervisor – Customer Service
CommScope Technologies Australia
11.2017 - 10.2023
Team Leader & Data Analyst – Customer Service
CommScope Technologies Australia
12.2015 - 11.2017
Account Specialist – Customer Service
CommScope Technologies
10.2010 - 12.2015
Customer Service Advisor
Gosford Call Centre
02.2006 - 05.2009
Supervisor - APS5
Department Of Immigration And Citizenship
08.2004 - 02.2006
MBA - Operations And Logistics
Australian Institute Of Business (AIB)
Australia Certificate IV - E Commerce And E Business
TAFE NSW
Post Graduate Diploma - Information Technology
St. George College of TAFE
Bachelor Of Science - Mathematics, Physics Chemistry
Osmania University
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