Laxman Ganesh is seeking a role that allows him to further develop his skills and help grow an organization. He has over 6 years of experience in customer service roles. Currently, he is a Customer Service Support Lead at Extreme Networks India Pvt Ltd, where he handles dispatching products, providing support to customers, and interfacing with various teams. Previously, he held customer service roles at Digi M2M Solutions India Pvt Ltd, TE Connectivity, and Infosys BPO, where he processed orders, handled returns and credits, and ensured service level agreements were met. He has a Bachelor's degree in Commerce from Vijaya Degree College.

1. LAXMAN GANESH
PH: 9710069640 / 9902826592
Laxman.ganesh87@gmail.com
OBJECTIVE
To work in an organization that hopes to update my skills towards the latest trends, which
inturn helps growth of the organization. Willing to work as a key player in fast paced,
challenging and creative environment.
Work Experience: Current Employer
Extreme Networks India Pvt Ltd.,
Customer Service Support Lead: 25-Nov-2013 to Present Date
Extreme Networks, founded in 1996, is a publicly listed company that designs, builds, and
installs Ethernet computer network products for enterprise and carrier grade (metro) networks.
Extreme Networks is based in Santa Clara, California. It markets high performance networks
with the large scale and speed of 10-gigabit Ethernet, 40 Gigabit and 100 Gigabit Ethernet.
 Dispatch product/parts through established service delivery logistics channels
 Expedite ordered product/parts through logistics channels, where directed
 Provide non-technical RMA support to customers and partners around the world
through Calls or Email
 Review and resolve routine to moderate customer issues related to such things as
account administration, contract entitlements, product registration, web-based support
access, etc. All within established Extreme Networks guidelines, policies and
procedures.
 Escalate technical customer problems to the Extreme Networks Technical Support
Team
 Interface with Extreme Networks TAC, Sales or global teams as required
 Capture comprehensive records of customer interactions using Extreme Networks’
CRM
 Driven by continuous learning, results oriented and a strong team player
 Providing web login access to customers
 Scheduling, tracking, expediting, and shipment coordination of domestic and
international orders.
 Regular coordination with the Logistics partners, freight forwarders and ensure that the
daily logistics functions are carried out without any issues.
 Assists in the areas of coordination optimization, development of processes and
procedures, and handling of special projects as assigned.
 This position administratively reports to the Customer Service Manager
10/44, Karneeshwarar Kovil Street,
Saidapet, Chennai - 600015

2. PREVIOUS EMPLOYER’S
Digi M2M Solutions India Pvt. Ltd
Digi International, the leader in device networking for business, develops reliable products and
technologies that enable businesses to connect and securely manage local or remote electronic
devices over the network or by the use of the web. Digi is headquartered in Minnetonka,
Minnesota, with locations worldwide. Founded in 1985, With more than 20 years experience
and over 20 million ports shipped worldwide, Digi is a recognized brand with a reputation for
reliable, innovative, quality products, and strong technical support.
Customer Service Specialist 18-Oct-12 to 31-Oct-13
 Responsible for handling all the ONLINE orders from the customer and enter them in
the ERPLN environment
 Responsible for creation of RMA’s, Advance replacement, Product exchange & Dead
on Arrival ( DOA ) requests
 Creation of advance replacement orders is completely based on Customer Satisfaction
 Responsible for the identifying the cases and understanding the customer and
technician conversation
 Work on all issues in Returns mailbox and ensure all SLAs are met
 This position administratively reports to the Global Manager – Customer service
TE Connectivity ( Formerly known as ADC Telecommunications )
With a 50-plus year history of leadership, TE Connectivity is a global, $12.1 billion company
that designs and manufactures over 500,000 products that connect and protect the flow of power
and data inside the products that touch every aspect of our lives. Our nearly 100,000 employees
partner with customers in virtually every industry—from consumer electronics, energy and
healthcare, to automotive, aerospace and communication networks—enabling smarter, faster,
better technologies to connect products to possibilities.
TE Connectivity is an independent, publicly traded company whose common stock is listed on
the New York Stock Exchange (NYSE) under the ticker symbol “TEL.”
Returns Specialist 04-Oct-10 to 17-Oct-12
 Responsible for handling all the credit requests of US customers
 Responsible for creation of RAS (return for repair).
 Advance replacement requests
 Creation of RMA,RESHIP ORDERS,INTERCOMPANY INVOICES in SAP
 Creation of stock rotation (Consolidated RMA’s) which is based on csat issues.
 Creation of advance replacement orders is also based purely on csat.

3.  Preparing daily reports with reference to the cycle time and SLA of all the credit
requests
 Handled returns management and resolve issues related :
 Freight charge disputes and delivery problems.
 Interpretation of pricing, returns and channel sales guidelines.
 Currency, duty, tax and freight cost for all export orders.
 Work on all issues in returns mailbox and ensure all SLAs are met in timely manner
 Regular credit release reports in SAP.
 Placing Purchase orders received from the customers and ensuring the product is
entered perfectly
 Processing EDI ( Electronic Data Interchange ) orders
 Ensure the order entered within the TAT and meets the SLA
 Interacting with team mates with regard Cross Training activities of differnet
accounts.
 Running reports on ROHS (Restriction of Hazardous Substances ) Compliance
materials.
 Running RBR ( Rescheduled Business Report ) to meet customer requested ship dates
 Daily running incomplete orders report and releasing the shipping blocks for the clean
orders
 Daily running shipment reports and forwading the same to the Account specialist for
action on delayed shipments
 Checking the customer sites for online PO’s which does not come in EDI or through
PAPER.
 Interacting with the Onshore Account Specialist to learn more about the individual
customer practices
 Interacting with TeamMates along with TL in poping new ideas of process
improvement with regard to errors, order entry procedures etc.
 This position administratively reports to the Manager – Customer service
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INFOSYS BPO LTD Bangalore,
2008 Sep – 27-Sep-1
Sr.Process Executive - Order Management
Infosys BPO is one of the world leaders in providing BPO Services to various customers across
the globe. Here I joined as a Process Executive for a US Process called Insight. Insight is one of
the world’s leading re-seller of Top name-brand IT computing products, software and advanced
IT services helping companies around the world enable, manage and secure their IT environment
for North America Customers
Client Name : Insight

4. Key Responsibilities:
 Preparing Pricing quotations, placing Purchase Orders received from the customers and
ensuring the product is shipped on time.
 Interacting with various US & Canada customers for Credit card information & other
process related queries.
 Updating the customer on their queries through mail & over telephone on daily basis.
 Processing EDI (Electronic Download Interchange) Orders
 Interacting with our US Counterparts and customers on a regular basis to cater their
needs by suggesting the best software package available and which suits their
requirements and coordinating among various sub-processes within the organization
(Procurements, Customer Data team etc)
 Generating reports on customer's request, sending License renewal notification to the
customer
 Getting the pricing from the vendors and publishers
 Ensuring that team meets TAT, Quality, Productivity and SLA assigned.
 Generating open order reports of our team on weekly basis and ensuring all the shipment
is in within given shipping date and report to Team Lead.
 Handling internal audit (peer audit) within the team to ensure smooth flow of process
without any errors or escalations.
 And, also Process auditing for different teams for different accounts to ensure that all the
SOP (Standard Operating Procedures) are followed to avoid any error or escalations.
 Training the new CSR’s who joins to my team.
 Shown excellence and won award for fast learning on new accounts.
AWARDS:
 Has won Individual Extra Miler award for handling one of the critical account
 Awarded ramp twice for handling different accounts with 100% quality.
 Awarded 3 times for the top performance with consistent productivity
maintaining 100% quality
 “EXTRA MILER AWARD” for handling all the customer accounts with 100%
quality and accuracy within SLA
INITIATIVES:
1) Implementing the documentation process on trainings provided.
2) Learning & training the team on cross functional teams and process for better
understanding of our current role & responsibilities. Documenting the same.
3) Working closely with the AE, ISR & Account Managers in understanding the
customer practices.
4) Simplifying the product documents as per the requirement of the team
5) Keeping constant check on the teams Back Logs, Partner practices
6) Implemented Knowledge Update in the team to share and store the updates in the
share

5. SKILLS:
1) Has 3+ years of experience on working Salesforce.com & Siebel platforms.
Also has2+years of hand on experience on SAP, ERPLN & Citrix
platform’s too.
2) Well Versed in MS Office (Excel, Word, PowerPoint and Outlook)
3) Quality Documentation Skills, High attention to detail
4) Strong Written & Verbal Communication skills.
5) Email & Phone etiquette
Personal Profile
Full name: Laxman Ganesh
Father’s Name R Ganesh
D.O.B: 28th March 1986
Present Address: No: 10/44, Karneeshwarar Kovil Street, Saidapet, Chennai - 600015
Permanent Address:
145, Aradhana Apartments, Flat B-203, 1st main Road, Chamarajpet,
Bangalore - 560018
Languages: English, Kannada, Hindi, Tamil & Telugu
Gender: Male
Declaration
I here by declare that all the above information furnished is true to the best of my
knowledge and belief.
Place: Chennai
Date:
[LaxmanGanesh]
Educational Qualification
Course College/University
% of
Marks
Period
Bachelor of Commerce in
Accounts
Vijaya Degree College, R.V.Road,
Bangalore
60%
2005 –
2008
PUC
Vijaya P U college, R.V.Road,
Bangalore
67.5%
2003 –
2005
S.S.L.C
St. Joseph’s High School, Chamrajpet
Bangalore
64%
2002 –
2003