CHRISTINA PRIYA SUNIL

Hands-on experience working on UAT Testing & End-to-End process on Order to Cash.

• UAT Testing: Manage & control the development of UAT strategies, plans, scenarios & cases for all projects
• Functional management of UAT teams including both external and business resources across multiple projects, multiple countries and various time zones
• Establish & maintain strong relationship with internal, external stakeholders & testing vendors
• Successful management of internal IT, external and business resources throughout the UAT planning and execution
• Ensure the delivery of user acceptance testing across the division’s programs
• Deep knowledge of testing methodologies and tools
• Produce quality test plans as proven by testing audits
• Deliver UAT execution in line with agreed upon schedule and budget
• Effectively allocate resources across projects
• Reviewing of Test Plans, Cycles, Scenarios and Test Cases
• Create & maintain monthly team score card to drive customer metrics & accuracy

Order to Cash: Managed monthly reporting and created Dashboards for the Director/VP, participated in the De-book and Re-book process. Handled billing for customers, ensured Sox Compliance, and oversaw the Quote creation to Fulfillment process.

Billing Responsibilities:

• Manage the team for creating the Manual Proforma invoice, Billing Invoice and Online Billing
• Team will be responsible for submitting the invoices through the customer's portal
• Manage the process of creating invoices for APAC, AMER, and EMEA regions
• Team also handles customer interactions for all billing-related inquiries
• To facilitate invoicing, billing activities, and inquiries, they utilize billing systems, data extracts, web portals, and various other internal systems
• Invoices are submitted via mail, email, supplier portals, or a combination of these methods
• Ensure the team interacts with customers to address general billing, accounts receivable, payment, and collection inquiries
• Aso respond to customer’s business needs and problems
• Align the team members to provide customer-level support by researching and responding to customer inquiries which includes providing customer-specific management, reporting, and account reconciliations for best-in-class support
• Additionally, ensure the team identifies, researches and resolves transactions/billing discrepancies and exceptions on a daily basis for data integrity and eliminates customers billing errors.

• Overseeing a team of 8 service supply chain specialists in 3 shifts across United States & India
• Ensuring round-the-clock support for Citrix customers, 365 days a year
• Effectively managing the daily workload of the Warranty RMA team, prioritizing tasks to meet global shipment cut-offs in APAC, AMER, and EMEA regions
• Taking the lead on multiple RMA Process Improvement Projects to accommodate the expanding customer base and align with departmental objectives
• Conducting training sessions for new hires and providing regular monthly and quarterly meetings for the technical support team to enhance efficiency in the RMA process
• Developing a comprehensive team mission, defining roles and responsibilities, establishing goals, and implementing metrics
• Setting SMART Goals with team members & conduct coaching conversations to track progress
• Consistently meeting or surpassing team goals based on established KPIs, including Service level objectives, Customer satisfaction surveys, Quote and Order Quality, with regular monitoring on a daily, weekly, and quarterly basis
• Collaborating closely with customers to gain insights into their business requirements and strategize account plans accordingly
• Leading and overseeing the successful transition and transformation of new accounts
• Planning weekend coverage to ensure uninterrupted 24/7 support for GOLD PLUS
• Engaging with customers, freight forwarders, and logistics solution providers to evaluate and determine the most optimal return scenarios.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.

• Primary responsibility to distribute licenses to customers, both manually and electronically
• Troubleshoot and resolve any issues related to licenses
• Handle salesforce cases and provide support
• Identify and resolve orders that are stuck and find alternative solutions
• Assist with SCM Live queries and perform manual billing when necessary
• Manage escalated emails received in the Software fulfillment inbox
• Generate the SOX report for all the Goes at the end of each month and quarter
• Generate the FNO Audit report (ENT_OM_58) on a monthly basis
• Successfully completed over 20 UATs
• Prepare and send the Fulfillment status report to stakeholders on a daily basis
• Develop and maintain process repository documents for the Teams.

• Created and maintained customer accounts
• Served as the Subject Matter Expert for Direct Materials Master Data setup
• Administered company policies and procedures for managing master data processes
• Controlled the addition, updating, removal, and maintenance data in master files
• Resolve routine issues submitted by CSR's, analyze data to troubleshoot tickets in SAP/Vantive
• Developed and implemented service manager (ticketing system) process flows and functionality to support key product maintenance steps.

• Responsible for generating revenue for the company through the processing of various order types received from Distributors, Partners & End users worldwide including APAC, EMEA & US
• Successfully met tight deadlines & worked extended hours during quarter-end & year-end
• Efficiently handled the processing of Debit and Credit notes for adjustment cases in the US and APAC regions, rectifying any incorrect bookings in the system
• Conducted thorough process Audit Quality Assurance Checks to ensure adherence to high-quality standards
• Maintained records of errors and ensured timely and complete execution of all quality assurance tasks, providing managers with necessary data and information
• Contributed to automation by participating in UAT testing to eliminate manual steps in order creation
• Collaborated with team members and Sales teams globally to meet customer needs and maintain Service Level Agreements (SLAs).

• Create renewal quotes for maintenance contract renewals, as well as generate License reports upon customer request
• Follow up with Sales teams globally to maximize business opportunities for the company
• Ensure accurate reflection of all service contracts in Oracle Contract Module and proper setup in the system for renewals
• Handle assigned Tickets, meeting TAT, Quality, Productivity, and SLA requirements while managing the queue.

• Quotations for customers and partners are efficiently processed using the Quote Cash application through Vantive
• SA orders, which have been approved by the customer with purchase orders, are processed in the SAMRI module
• To ensure timely invoicing, follow-up with the finance department is conducted for SA orders
• The sales team is provided with daily reports on the orders processed.

• Processing orders for financial supplies and managing inquiries regarding order status
• Addressing customer complaints & resolving promptly
• Generating a comprehensive report
• Delivering refresher training sessions on the product and Facilitating team huddles.

• Handling resource management, workforce management, and database management
• Identifying eligible personnel for rewards and recognition programs and conducting regular refresher training courses
• Motivating the team and organizing meetings to enhance performance
• Monitoring production activities with great attention to detail
• Generating daily Collection and MIS Reports
• Conducting performance appraisals for senior TSRs and support staff
• Conducting interviews for process-specific roles and coordinating with HR.