Smitha Menon
@smithamenon
I lead regional customer service operations, improving retention, order accuracy, and service reliability.
United Arab EmiratesWhat I'm looking for
At Avery Dennison Gulf FZCO, I led regional customer service operations across MENA and global markets, managing an 18-member team and maintaining 100% key-account retention.
I improved order accuracy from 75% to 98%, automated workflows to reduce response and resolution times, and supported 60% revenue growth over five years through close coordination with Sales and Finance.
I've served as the primary escalation lead for strategic accounts, resolving complex logistics issues with zero service downtime. I also led regional account and site migrations with full audit compliance and no customer impact.
I bring hands-on experience in workforce planning, hiring, coaching, performance reviews, KPI tracking, and Oracle Fusion Cloud ERP migration. During COVID-19, I led the regional customer service function remotely while maintaining uninterrupted operations and SLAs.
Experience
Work history, roles, and key accomplishments
Led an 18-member regional team, maintaining 100% key account retention and full compliance with ISO 9001, FSC, and EHS standards. Boosted order accuracy from 75% to 98% and supported 60% revenue growth over 5 years.
Supervised daily operations, coached staff, and streamlined order workflows to meet SLAs and improve turnaround times. Handled complex client issues and managed regional account migrations with zero service disruption.
Managed high-volume end-to-end order processing, shipment tracking, and logistics follow-ups across global accounts. Reduced order backlogs through proactive planning and analyzed root causes of complaints to minimize cost of poor quality.
Education
Degrees, certifications, and relevant coursework
Pondicherry University
Post Graduate Diploma in Business Administration, Business Administration
Post Graduate Diploma in Business Administration from Pondicherry University, completed in 1999.
Mahatma Gandhi University
Bachelor of Science, Chemistry
Bachelor of Science in Chemistry from Mahatma Gandhi University, completed in 1998.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Salary expectations
Social media
Skills
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