Lilly Grace Jebaselvi Sundarraj

Highly motivated professional with 11 years of experience in managing Customer Service and Supply Chain operations. Exceptional interpersonal and time management skills with proven track record of effectively managing multiple tasks under strict deadlines. Proficient in leveraging Microsoft office tools like Word, Excel, PowerPoint and outlook, to meet business objectives efficiently. Performed data analysis with excellent attention to detail. Experienced in handling and resolving Customer queries. Enthusiastic to help Customers and always maintain a positive attitude. 

Current master’s student studying Procurement, Logistics & Supply Chain Management. I am looking for a part time job while I complete my studies. I am flexible to shift changes and glad to support business requirements. Looking forward to work in a challenging and fast paced environment.
 

𝐏𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐇𝐢𝐠𝐡𝐥𝐢𝐠𝐡𝐭𝐬
⧁ 𝐊𝐚𝐢𝐳𝐞𝐧 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 to reduce the Average Handle Time (AHT) of transactions. 20% reduction in AHT 
noted which is equivalent to 4 FTE worth time savings.
⧁ 𝐀𝟑 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 for Quality Improvement of transactions from 94% to 98%. Customer Satisfaction scores improved by 10%. 
⧁ 𝐎𝐧𝐛𝐨𝐚𝐫𝐝𝐞𝐝 & 𝐒𝐞𝐭𝐮𝐩 𝐚 𝐍𝐞𝐰 𝐓𝐞𝐚𝐦/𝐏𝐫𝐨𝐜𝐞𝐬𝐬 by hiring new team members, setting up Standard 
Operating Procedure, Quality Audit framework, KPIs, Service Level Agreements, Training the Team 
Members, coordinated with the team and stakeholders to test & implement tools.
⧁ 𝐄𝐱𝐜𝐞𝐥 𝐕𝐁𝐀 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧𝐬 for business reports contributing to 50% reduction in time spent on the 
reports

⧁ Proficient in Microsoft Work, Excel, PowerPoint and Outlook

𝐏𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥 𝐒𝐤𝐢𝐥𝐥𝐬
People management, Performance management, Stakeholder Communications, Continuous Process improvements (Kaizen/A3 Projects), Process Onboarding, Standard Operating Procedures (SOP), Managed Team Quality by using Quality Protocols like Audits, Root cause analysis (RCA), Failure Mode Effect Analysis (FMEA), Corrective action & Preventive Action (CAPA), Escalation Management.

Completed Bachelor of Engineering and now pursuing Masters in Procurement, Logistics and Supply chain management in the University of Salford.