WILFRED SELVARAJ MARIAN

[email protected] • 7021001858 • Room No.B/7, Gangadham Building, Opp Ganpati Mandir, Rambarg Lane No.4, Chikanghar Kalyan West 421301, Mumbai, 421301

PROFESSIONAL SUMMARY

I seek a challenging assignment in organization that will utilize my knowledge and experience. My aim is to contribute to the objective of the organization and to grow with it. I can be sure of my commitments towards the Company which will endeavour far most in achieving goals.

WORK EXPERIENCE

Order To Cash O2C
Accenture Service Ltd.
• Leveraged JD Edwards (Oracle) ERP system to accurately track over 1,000 client orders monthly, update accounts, and monitor shipments, ensuring real-time information flow that improved order processing speed by 15%
• Collaborated with onshore teams and supervisors to proactively identify inventory needs, reducing order fulfillment errors by 20% and enhancing supply chain efficiency
• Resolved customer complaints and disputes promptly, achieving a 25% increase in customer satisfaction scores and strengthening client retention
• Generated and analyzed daily, weekly, and monthly reports to identify process bottlenecks, contributing to a 10% improvement in order-to-cash cycle time
Customer Service
ICICI Direct
• Led escalation of critical customer issues, reducing policy cancellations by 15% and safeguarding $200K+ in monthly revenue
• Developed and delivered clear product and service presentations, increasing customer understanding and boosting upsell rates by 12%
• Implemented targeted communication of promotions, contributing to a 10% increase in monthly sales revenue
• Analyzed customer service trends and complaint data to identify and drive process improvements, enhancing customer satisfaction scores by 8%
Stock Coordinator
Network Techlab Pvt Ltd
• Placed products in correct storage locations to keep stock areas organized and inventory counts accurate
• Maintained effective team member communication
• Rotated stock correctly to prevent out-of-date products and removed aging items from stock
• Unloaded, sorted and stocked materials according to store layout and product placement
• Monitored inventory levels in stockrooms and alerted management to any discrepancies
• Supervised team of helpers, laborers and material movers to efficiently complete tasks
• Developed standard operating procedures for team to follow and maintained records of activities
Customer Service
YES BANK
• Led customer satisfaction initiatives by implementing proactive strategies that addressed individual needs and resolved concerns, resulting in a 15% increase in positive feedback scores
• Managed and promptly answered over 60 customer calls daily, reducing average wait times by 20% and improving overall call center efficiency
• Delivered personalized product education and cross-selling opportunities, boosting EMI, loan, and limit enhancement applications by 12% within six months
• Executed effective retention techniques that decreased card closure requests by 10%, collaborating with supervisors and subject matter experts to resolve complex issues

EDUCATION

M.COM
01/2019 - 01/2019
UNIVERSITY OF MUMBAI
12TH
01/2013 - 01/2013
H.S.C BOARD
10TH
01/2011 - 01/2011
S.S.C BOARD

SKILLS