Lydia C Varghese
Bengaluru
Summary
Detail-oriented Provisioning Coordinator with expertise in entitlement management and business process optimization. Enhanced provisioning efficiency and ensured compliance with industry regulations. Managed service order activities effectively through strong problem-solving and resource coordination skills, contributing to improved operational efficiency and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Provisioning Coordinator
SAP Labs, India
Bangalore
07.2023 - Current
- Executed entitlement management to align with global SAP Ariba objectives.
- Implemented automation and workflow advancements to enhance provisioning efficiency.
- Achieved timely completion of quarterly digital renewals with zero slippage.
- Directed management of master data for accounts, contacts, entitlements, and customer renewals.
- Spearheaded projects focused on business process optimization to elevate customer experience.
- Streamlined resource allocation by assessing workloads and redistributing tasks.
- Ensured adherence to industry regulations by revising internal processes per current trends.
- Provided comprehensive training sessions for newcomers on policies and provisioning practices.
Team Lead
SAP Labs, India
Bangalore
11.2020 - 07.2023
- Facilitated mentoring and training initiatives to ensure performance management goals were met.
- Held individual quality management meetings with team members to assess progress.
- Identified coverage requirements for leave requests, maintaining service levels.
- Monitored key metrics including initial response customer satisfaction to drive improvements.
- Engaged with external customers on quality issues, ensuring timely resolutions.
- Developed and updated training content for SAP Ariba’s internal knowledge resources.
- Oversaw projects focused on improving overall efficiency of customer support operations.
Operations Specialist
SAP Labs, India
Bangalore
08.2018 - 11.2020
- Resolved at least 1,000 quarterly issues while achieving an average customer satisfaction rating of 8.9 or better.
- Communicated timely updates to customers regarding their requests, ensuring clarity and satisfaction.
- Managed difficult calls with professionalism, enhancing customer experience and resolving concerns.
- Identified root causes of complex issues and developed corrective actions to prevent recurrence.
- Collaborated with team leaders to create effective strategies for addressing non-conformities.
- Served as a mentor to new hires, enhancing their transition into the organization.
- Authored valuable internal and external content for SAP Ariba’s knowledge base.
Education
MBA - Project Management
IIBM
New Delhi05-2022
M. Com - Business Management
Mangalore University
Madikeri08-2020
B. Com - Business Taxation
St. Anne's Institiutions
Virajpet, Coorg06-2018
Pre University - EBAC
St. Anne's Institutions
Coorg, Karnataka05-2015
SSLC - State Syllabus
Good Shepherd's Convent School
Ammathi, Coorg05-2013
Skills
- Compliance management
- Access control
- Data analysis
- Business process optimization
- Team leadership
- Effective communication
Languages
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Malayalam
Proficient (C2)
C2
Timeline
Provisioning Coordinator
SAP Labs, India
07.2023 - Current
Team Lead
SAP Labs, India
11.2020 - 07.2023
Operations Specialist
SAP Labs, India
08.2018 - 11.2020
MBA - Project Management
IIBM
M. Com - Business Management
Mangalore University
B. Com - Business Taxation
St. Anne's Institiutions
Pre University - EBAC
St. Anne's Institutions
SSLC - State Syllabus
Good Shepherd's Convent School