Kajal V.
Mid-Level Sales Operations & Customer Service Manager
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About
Kajal V. is an accomplished Sales Operations & Customer Service Assistant Manager with over eight years of progressive experience driving order-to-cash workflows and optimizing CRM/ERP systems such as SAP/HANA and Salesforce. Hailing from Ahmedabad, India, Kajal has honed expertise in the Manufacturing, IT, and Commercial sectors. During her tenure at Nexion Surfaces Private Limited, she directed daily sales operations, managed critical workflows, and improved customer retention through innovative escalation workflows. Kajal also streamlined billing and returns processes, reducing errors significantly. At Vishakha Group, she handled Tier 2 escalations and maintained high data accuracy through meticulous ERP database management. At Elegant Microweb, she was pivotal in coordinating sales operations, providing robust administrative support, and enhancing inter-departmental communication. Kajal holds a Master of Commerce and a Bachelor of Commerce from Gujarat University, specializing in management accounting and business environments. She is certified in Customer Service Excellence from the Ahmedabad Management Association.
Experience
Jr. Manager - Sales Operations & Customer Service
Nexion Surfaces Private Limited · 2023 — 2026Directed daily sales support and managed order-to-cash workflows. Led the customer support team while delivering executive MIS reports. Oversaw Salesforce and HubSpot database integrity, and prepared weekly sales trend and KPI reports. Managed the entire order lifecycle, processing returns and billing adjustments with a focus on reducing errors through quality controls. Redesigned customer complaint workflows to improve turnaround times and enhance account retention. Collaborated with Logistics and Production to align inventory and ensure timely order dispatch.Assistant Manager - Sales Operations Support
Vishakha Group · 2019 — 2023Provided key account support and managed Tier 2 escalations, overseeing CRM database administration and resolving operational bottlenecks. Acted as the primary contact for escalations to ensure rapid responses and adherence to corporate SLAs. Directed the routine audit and cleansing of SAP Business One (B1) and CRM records for data accuracy. Supervised sales contracts and service agreements, ensuring compliance and readiness for audits. Balanced high-volume administrative tasks alongside resolving customer-facing issues in a fast-paced environment.Sales Coordination & Operations Support
Elegant Microweb · 2018 — 2019Delivered back-office sales support, focusing on order tracking, MIS reporting, and fostering inter-departmental communication. Created various performance tracking dashboards for sales executives and management. Monitored order processing and service tickets, coordinating with dispatch to ensure timely fulfillment for customers. Maintained sales documentation, contract archives, and service records accurately. Acted as an operational liaison between Sales, Finance, IT, and Supply Chain to mitigate delays.
Skills & Expertise
Education
- Master of Commerce (M.Com.)Gujarat University, Ahmedabad
- Bachelor of Commerce (B.Com.)Gujarat University, Ahmedabad
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