charles vivek

Owns end-to-end order fulfillment, validating customer orders and ensuring accurate entitlement creation and delivery across Flexera and NetSuite. Serves as senior escalation point for complex order discrepancies and leads quarter-end surge operations.

Managed end-to-end order fulfillment workflows, delivering software, license keys, and SaaS onboarding aligned to revenue recognition standards. Partnered with Sales Operations, Order Management, and Customer Success teams to address escalations and streamline workflows.

Scrutinized customer purchase orders and signed forms for accuracy, ensuring seamless integration from Salesforce to NetSuite. Orchestrated sale order creation and management, contributing to ASC606 compliance and revenue recognition.

Facilitated with Sales, Credit collection, and Logistics teams for smooth processing of orders, agreements, and email requests within agreed timelines. Implemented a proactive renewal strategy resulting in a 20% increase in client retention.

Achieved successful first-time resolution of all seller contacts, demonstrating strong problem-solving skills and a customer-centric approach. Implemented a seller feedback program resulting in a 15% increase in positive seller ratings.

Executed data identification, translation, and visualization to provide stakeholders with actionable insights. Led the scoping, creation, maintenance, and enhancement of a robust reporting infrastructure.

Assessed and resolved inquiries, requests, and complaints from customers via phone communication to achieve first-point resolution. Led a team-wide training initiative on effective communication skills.

Bachelor of Arts in English with Journalism from Holy Cross College of Management and Technology, Mahatma Gandhi University, from 2009 to 2012.