1. Chitralekha Mal
Bangalore
Contact: +91-9884920414 | Email: chitralekha.mal@rediffmail.com
Operations Management(OTC)
 Dynamic professional offering over 9.6 years of experience in providing excellent Customer Service and Support
across the Industry with a natural flair for interaction with people and high caliber professionalism in building
relations
 Resourceful and competent to create win-win relationship with Customers coupled with proven acumen in
managing customer centric operations and ensuring customer satisfaction by achieving delivery and service
quality norms
 Demonstrated capabilities in managing process verticals with strong background in implementing process
improvements and quality initiatives for desired performance levels
 Displayed sharp business skills to gauge customer requirements & address them, providing them optimum
satisfaction through personalized servicing.
Skill Set
 Possess end to end knowledge on OTC owned process
 Selected as a Super User during SAP journey

 Demonstrated training and facilitation skills through my role as Downstream GSAP Train the trainer and
Touchless trainer.
 Provided all types of eServe trainings and presentations to team and business.
 Instrumental in India DS touchless journey. Promote e-commerce usage with customers.
 Seek ways to reduce cost to serve in touchless front so that it can contribute to bottom line.
Professional Span
Shell Shared Business Centre (Royal Dutch Shell) (Offer to Cash)-SAP Portal Since 2009
Customer Account Specialist | Since March’15
Customer – Customer Support Professional | Aug’09-Feb’15

2. Playing a substantial role in:
 Managing the Super user of Customer Set up and amendment, preparing Customer master data.
 Amending TAX, doing code inclusion, exclusion and listing
 Doing rebate payouts to the customers
 Raising mass upload request for customer master as well as BAM tickets
 Setting up new customers after all validation and approvals
 Focusing on maintenance of customer contracts and various KPI’s and SLA
 Taking regular Orders and collecting regular payments and meeting targets from B2B, B2C, customers. Complete
accountability for order management,
 Been an ecommerce specialist for eServe and market Hub. Providing Flash messages in the online portal for all
customers.
 Sending mails to the customers on the various queries.
 Handled logistic part as well.
 Address customer’s various issues like disputes, complaints, SKU activation, Plant linkage etc. after liaising with
various stake holders like Sales Support Team, LSC.
 Liaising with Deployment team for stock movement and informing customers accordingly
 Downloading Back Order report and stock file and liaising with schedulers for order allocation based on the stock
availability to meet customer’s requirement and OTIF.
 Liaising with schedulers for long PDD (Promise Delivery Date) orders and clubbing together in a cost effective
way.
 Following up with Transporters for timely delivery.
 Taking special care for BKA (Bharat Key Accounts) Customers. Checking stock status in depot. Liaising with
schedulers and Deployment team for stock movement from other nearby depots as required.
 Doing CAT testing for eServe and SAP
 Providing flash message in eServe by Content Management
 Raising BAM tickets as required.
 Have downloaded a number of presentations and trainings of SAP and eServe to big groups.
 Generating all types of rebate payouts,
 Uploading special prices in the system
HSBC July’06-July’09
Designation
Assumed the overall responsibilities of:

3.  Dealing with Collections, credit banking, savings account and meeting the targets.
 Handling Financial charges, late Payment Charges, Statement problems
 Focusing on team management, work allocation, and load sharing
 Dealing with Cheques clearance, Account interest
 Handling cheques clearance and cash clearance in suspense accounts
 calculating the interests in credit cards for the customers
Sutherland 5 Months
Designation
 Provided email support for retail customer queries
Educational Credentials
DNIIT | NIIT | 2005
DCP | RICE Bangalore | 2003
My Website.com | Brainware | 2003
BA (Eng.) | Vidyasagar University, West Bengal | 2002
 Technical Skills:
Operating System: Linux, Windows NT 4.0,
 Programming tools and languages: - VB.net, ASP.net, MFC, XML, C++, Java and VC++.
 Database: - MS SQL
 Methodologies: - UML, OOPS
 Banking Software’s: WHIRL, CACS, HUB, HCC,GTW,SAP
Personal Dossier
Date of Birth: 6th Jan 1982 | Languages Known: English, Hindi, Bengali | References: Available on request