Swetha Sriranajani

Order Management and Supply Chain Operations professional with 9+ years of experience in SAP order management, Salesforce CRM, quote creation, contract administration, billing support, customer account management, case management, and cross-functional coordination. Experienced in end-to-end order processing, amendments, renewals, contract activation, customer master data maintenance, invoice exception support, SLA adherence, SOP documentation, team training, and customer communication. Strong fit for Order Management Specialist, Order Management Analyst, Supply Chain Operations, Customer Operations, Quote-to-Cash and Sales Operations roles requiring SAP, Salesforce, Oracle, NetSuite, billing coordination and stakeholder management.

Senior Support Specialist at Aziro Technologies India Pvt. Ltd. (2021-12 – 2025-11)

Managed end-to-end customer account operations using Salesforce CRM, ensuring accurate case management, order processing support and timely customer communication.

• Processed customer requests including order creation, account updates, ownership transfers, chargebacks, deactivations and service modifications while meeting SLA requirements.
• Created, tracked, updated and resolved Salesforce CRM cases with complete documentation and clear case history for auditability and customer service continuity.
• Used Oracle, NetSuite, Seed Live and Device Management System (DMS) to validate customer information, review transaction details and process service requests accurately.
• Performed warranty and out-of-warranty verification to confirm service eligibility before processing customer requests.
• Coordinated with Operations, Finance, Accounts Receivable, Logistics and Customer Support teams to resolve order, account, billing and customer-related issues.
• Verified customer accounts, payment status, outstanding balances and EFT details before processing requests to reduce errors and improve operational accuracy.
• Monitored pending cases, followed up on open items and ensured timely closure while maintaining SLA, productivity and quality targets.
• Prepared SOPs, process documentation and knowledge references to support consistent order management and customer account operations.
• Supported new team members through Salesforce CRM process training, knowledge sharing and continuous improvement participation.
• Identified process improvements to reduce manual effort, improve turnaround time and strengthen quality and compliance standards.

Senior Processing Analyst at Hewlett Packard Enterprise (2016-02 – 2021-09)

Managed end-to-end order management activities using SAP and Salesforce CRM for global customers, supporting accurate order processing and customer satisfaction.

• Received customer orders through Salesforce CRM and processed quotations, amendments, renewals, contracts and bookings using SAP.
• Created and maintained accurate quotations in SAP while ensuring alignment with customer requirements, business policies and process standards.
• Activated quotations into contracts using SAP T-codes and supported related invoice processing and billing activities.
• Validated customer information and maintained customer master data to ensure accurate order processing and downstream billing support.
• Coordinated with Sales, Finance and Customer Support teams to resolve order, contract, billing and invoice-related queries.
• Monitored order status, open transactions and completion timelines to support SLA adherence and timely transaction closure.
• Resolved invoice exceptions and order processing issues to maintain operational accuracy and customer satisfaction.
• Responded to customer queries through email and client calls, providing timely status updates and issue resolution.
• Maintained process documentation, SOPs and quality standards while supporting continuous process improvement initiatives.
• Trained new team members and served as a Subject Matter Expert for SAP order management and Salesforce CRM process support.

Bachelor of Computer Applications in BCA – Justice Basheer Ahmed Syed College for Women (2015)