Talented professional considered knowledgeable leader and dedicated problem solver. Customer-focused professional with a successful 15-year career in the Telecom sector. Attentive to detail with experience in coordinating projects, programs, and improvements. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Hi, I’m
Vasulakshmi Masti Suryanarayana
Program Manager
Dubai
Websites
Summary
Overview
16
years of professional experience
4
Certification
Work History
CommScope
Customer Experience Program Manager
10.2020 - 09.2023
Job overview
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Researched industry best practices in support of training development and program content.
CommScope
Order Management Team Supervisor MEA
10.2015 - 09.2020
Job overview
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Promoted a culture of continuous improvement by encouraging innovation and problem-solving among team members.
- Managed performance reviews for 10 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
CommScope
Project Order Management Specialist
01.2012 - 09.2015
Job overview
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Proactively identified bottlenecks in existing processes leading to significant reduction in overall lead times.
- Provided regular updates to customers regarding orders to maintain transparency and customer trust.
- Prevented stock shortages by monitoring inventory levels closely, placing purchase orders as needed to maintain supply consistency.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
- Utilized advanced software tools to optimize order management processes, increasing productivity levels across the department.
- Assisted in developing KPIs related to Order Management performance for better understanding of areas requiring improvement.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Monitored and tracked inventory to achieve prompt order fulfillment.
- Consistently exceeded departmental goals for on-time order delivery by efficiently managing workload and prioritizing tasks.
- Handled customer credit applications and partnered with credit manager for approval and account setup.
- Minimized discrepancies in invoicing by closely reviewing all documentation before submission to customers or vendors.
- Collaborated with cross-functional teams in resolving order-related issues, ensuring a seamless customer experience.
- Strengthened relationships with key accounts through proactive problem-solving and superior service delivery.
- Adhered to legal regulations to run compliant operations.
- Communicated with customers to address order inquiries, changes and cancellations.
- Contributed to successful project implementations by providing insights on potential improvements within the Order Management domain.
- Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
- Updated company tracking system with latest information.
- Streamlined communication with suppliers for improved lead times and prompt order completion.
- Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
CommScopeDubai
Account Relationship Representative
07.2011 - 12.2011
Job overview
- Demonstrated leadership skills in managing projects from concept to completion.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed quotations, sales order processing in SAP, and service lifecycle.
- Coordinated sample orders for diverse projects and trade exhibitions.
- Provide sales operational support for forecasting, pricing, and contract approval tracking.
- Identified and implemented order fulfillment process improvements for efficiency.
CommScopeDubai
Order Management Representative
01.2008 - 07.2011
Job overview
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Spearheaded process improvement projects, leading to significant time savings without compromising quality or accuracy of work completed.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Generated reports and provided feedback to management on tradeshow turnouts to inform decision-making on future involvement in events.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collected, arranged, and input information into database system.
- Gained strong leadership skills by managing projects from start to finish.
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
Education
Annamalai UniversityIndia
Master's in Business Economics from Business Economics
07.2015
University Overview
Skills
- Project Management
- SAP ERP Proficiency
- Order Fulfillment
- Logistics
- Cross-functional leadership
- Reporting
- Idea Development and Brainstorming
- Work Planning and Prioritization
- Performance Evaluations
- Data Collection & Research
- Team training and development
- Revenue Forecasting
- Stakeholder Communications
- Customer and personnel training
- Managing Operations and Efficiency
- High Integrity
Certification
- Lean Six Sigma Black Belt, CPD Certified - 2023
- ULead Leadership Development Program - 2019
- Microsoft Excel Certification - 2013
- Customer Service Representative, Achieve Group - 2012
Awards
Awards
- MEA President's Club Award for Outstanding Teamwork - 2016
- Led MEA CSR Team to win the Best Support Team award - 2015
- Support Person of the Year MEA Wireless Sales - 2015
- Chosen for Guest Auditor role in SOX Audit at CommScope HQ, USA - 2014
- Six Sigma Award for Outstanding Support of Sales Team - 2011
- Consecutive Star Awards for key account dedication, team consolidation, SAP integration, and chatbot deployment - 2015 - 2021
Languages
English
Advanced (C1)
Timeline
Customer Experience Program Manager
CommScope
10.2020 - 09.2023
Order Management Team Supervisor MEA
CommScope
10.2015 - 09.2020
Project Order Management Specialist
CommScope
01.2012 - 09.2015
Account Relationship Representative
CommScope
07.2011 - 12.2011
Order Management Representative
CommScope
01.2008 - 07.2011
Annamalai University
Master's in Business Economics from Business Economics
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