PUTTASWAMY GOWDA

We manage and contribute to projects across Cash Management functions while driving process governance and maximising synergies across the function.

• Define Roadmap with list of key activities to be delivered during the year

• Give focus in this roadmap to all key areas to support the Operations Teams:

o Projects: Deliver and/or Provide support for key projects
o Processes: Define process governance model & work hand-by- hand with process owners & users to deliver this model
o Systems: Monitoring & Enhancements to ensure those perform as per expected standards
o Reporting: Provide recurring reports which were missing till date

• Cascade the above activities amongst team members & agree with them on key milestones to deliver those

• Provide required support to team members through on-going engagement & feedback, to allow them to successfully deliver against those milestones

• Act as SME internally (stakeholders) and externally (suppliers)

Projects and Achievements:

- Credit Note Analysis: Try and reduce the total value of credit notes issued by Colt.

• Conducted in-depth analysis of credit notes issued by Colt in 2020, using one year of data.

• Categorized the top 5 reasons for credit notes, including Customer Amendment Request, Order Error, TOS, Cease, and System.

• Presented analysis findings to the Senior Management Team (SMT) and held a drop-in session to address their queries.

• Based on my analysis report, the SMT initiated a global project called 'Unicorn' to reduce credit notes in the future.

• As part of this initiative, I have enriched the existing Credit Note report as per the sales requirement & exhibited this report into Qlik application under Finance CCO & Sales stream so that everybody can access this data.

- Roosevelt:
• Selected as the Single Point of Contact (SPOC) for collections technical activities.

• Successfully established connectivity to transport data from one server to another through SFTPA.

• Prepared a TSA contact document for the Collections processes.

- Service Level PO Management Solution:
• Worked towards developing a solution to avoid late payments due to incorrect purchase orders (PO) on invoices.

• Concluded the solution, but the project is currently on hold due to budget constraints.

- OCH Dunning Language:
• Delivered a new solution to handle 'Dunning langauge' automatically in Collections system which enrich the data quality & evade manual work.

- Nimbus:
• Created and updated process documentation within Cash Management using Nimbus.

• Successfully documented end-to-end processes for Collections, MDS, and Tariff Management.

- Process Management Freamework:
• Developed a framework to ensure consistent identification, ownership, documentation, and maintenance of business processes across the entire Cash Management function.

- Host to Host connectivity – India:
• Automated the payment process by establishing full connectivity between the ERP system and BNP Bank Server for Indian entities.

- Clean-Up Billing SharePoint:
• Identified and eliminated duplicate entries and outdated content in the Billing SharePoint.

• Restructured the SharePoint to have a single location for all Billing Functions and specific folders for each type of content.

• Improved data management, simplified billing business functions, enhanced user experience, and ensured regulatory compliance and data security.

- HighRadius - a vendor application for Collections:
• Served as the SPOC for Collections, handling queries related to the vendor system and Collection processes.

• Changed existing processes and implemented new processes to improve efficiency by 20%.

• Ensured smooth operations and minimized manual efforts by addressing system/process issues and providing solutions.

HighRadius System Enhancements for Collections:
Implemented various changes in the HR system to enhance collection processes, including:
• Completed PrintShop Solution for Letter Correspondences.

• Introduced bulk upload feature for Contacts, P2P, Tasks, and Notes.

• Successfully completed the maturity phase of HighRadius tool implementation.

• Added 13 new entities and created worklists for them.

• Explored the feasibility of Single Sign-On and In-App Calling functionalities.

• Reviewed dunning strategies based on customer tier.

• Introduced the 'Collectable Customer' solution to simplify complex logic (VOCN).

• Conducted multiple training sessions with Collections and AR teams to educate them on the HighRadius system.

Promoted to Technical Lead in Billing UAT & NPI team as a recognition of my expertise and skills demonstrated in Billing Operations.

4 years of extensive work experience in business UAT.

Served as the NPI lead, responsible for handling Minor Enhancements, ITSRs, and projects on a regular basis.

Acted as a Business/Process Analyst in multiple projects.

Managed the role of a Test Manager in projects such as ROCFM/ DCS SMILE, ensuring efficient testing processes.

Responsibilities included:
• Allocating CR/ITSR/R-CRs to the team based on their bandwidth.
• Ensuring thorough testing and timely deployment of all CR/ITSR/R-CR requests.
• Conducting weekly calls with business stakeholders to provide updates on UAT status for each request.
• Participating in Kenan CR priority calls and making decisions for GO or No GO.
• Gathering requirements from business users and performing analysis.
• Reviewing SD (System Design) and conducting business impact analysis.
• Managing and performing end-to-end testing.
• Creating test plans, test cases, executing tests, and generating test reports.
• Leading a team of testers while working on multiple deliveries simultaneously.
• Coordinating the smooth implementation of test plans with the development team.
• Providing timely sign-off for projects.
• Updating project status to all business users on a weekly basis.
• Training new team members and ensuring their quick productivity.

PROJECTS I HAVE WORKED SO FAR:
• Spark Release Phase 1
• IT Separation (Managed Services migration from Colt to Getronics)
• Voice Line Evolution (Sip Trunking)
• Digitalization – BCN Self-service improvements
• Digitalization - Billing Assurance (Phase 1 & Phase 2)
• DCS Smile Migration
• DCS –Billing New entities
• DE VAT Change
• Kenan Upgrade – Order Recon

ON-SITE PROJECTS
During a two-week work permit in London for the 'Oracle Siebel' Workshop in 2013, I played a pivotal role as the Single Point of Contact (SPOC) from the operational side.

My contributions to the project include:

1. Creation of New Business Process: Collaborated with the Oracle Development team to create a new business process within Oracle Siebel.

2. Simplified Order Triggering: Identified and implemented a streamlined approach to trigger orders for Service Creation, Modification, and Cessation, ensuring efficient order-to-billing processes.

3. Designed Billing Rejection Process: Developed and deployed a robust billing rejection process specifically tailored for Oracle Siebel orders.

4. International Process Establishment: Established international operational processes to facilitate smooth operations across multiple locations.

As a top performer in the Billing Order Management process, I led a team of 14 individuals spanning locations in Bangalore and Gurugoan.

Responsibilities and Achievements:

• Processed various types of orders in Kenan with 100% quality assurance, including Voice, Data, and Managed Services.

• Developed an Automation tool, the Private Wire utility, to streamline order processing in Kenan.

• Conducted analysis and resolution of rejected orders in collaboration with the Order Clearing Team (OCT).

• Performed audits in compliance with ISO and British Standards 25999.

• Led innovation projects aimed at improving billing accuracy, revenue savings, and process enhancements.

• Handled equipment configuration for new products within the Billing System.

• Collaborated with the Tariff and Suspense Management team to reduce suspense levels and maximize revenue.

• Conducted reconciliation activities between the order handling system and billing system to prevent revenue leakage.

• Implemented a quality tool to enhance revenue assurance and ensure better control.

• Worked closely with the order management team to ensure timely processing of pipeline orders.

• Coordinated with Account Executives in Europe to facilitate back billing for customers.

• Updated documentation of procedures and processes for continuous process improvement.

• Managed the monthly close bill run cycle for the process, strictly adhering to SLA guidelines.

• Maintained effective communication with HQ/Billing Specialists in Europe to understand their requirements and deliver accordingly.

• Ensured the quality of reports generated from the new billing package, "Kenan."

• Conducted data migration audits, reconciliations, and exception reporting during the enhancement or change of the Billing application.

Operational Projects:

Focused on improving a business's day-to-day operations, where the objective is modifying a process in a way that directly supports business goals

• Played a vital role in establishing the new ordering system 'Oracle Siebel' for the Billing Order Management team. Led end-to-end testing and successfully delivered the system to end users.

• Raised multiple enhancement requests to streamline and simplify the Order Management process.

• Proudly pioneered the creation of the 'Rejection process' specifically designed for Oracle Siebel Orders within the Order Management process.

• Developed an interface between Oracle Siebel and Kenan systems, enabling automated order processing.

• Participated in the White Label project, actively contributing to User Acceptance Testing (UAT) and process documentation.

• Led the Flat Fee project, engaging in UAT activities and documenting associated processes.

• Contributed to the Reseller Migration project by designing and implementing new processes, while providing training to the Billing team.

• Successfully delivered the vCloud product to end users, establishing seamless processes between order management and billing teams. Prepared comprehensive Level Five documentation for the project.

At DELL INDIA PVT. LTD., a renowned company known for its innovative supply chain management and electronic commerce solutions, I held the position of Order Processing Specialist. DELL specializes in the production of personal computers (PCs), servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, MP3 players, and electronics manufactured by other companies.

As an Order Processing Specialist, my key responsibilities included:

1. Validating customer invoices and purchase orders, ensuring adherence to company directives regarding tax, shipment, discounts, and other charges.

2. Tracking the shipment of customer goods, ensuring timely delivery.

3. Analyzing and identifying root causes for daily administrative complaints, taking necessary steps to resolve the issues.

4. Reconciling vendor bills with general accounts, maintaining accurate financial records.

5. Conducting monthly customer security reconciliation.

6. Compiling monthly and weekly sales reports, preparing management information systems (MIS) for sales analysis.

7. Updating the access database on a monthly basis with system reports.

8. Recognized and awarded for achieving 100% Service Level Agreement (SLA) adherence.

I began my career at Bharti Airtel as a Billing Executive, where my primary responsibilities included:

1. Validating customer agreement forms (CAFs) and accurately provisioning customer services in the billing system.

2. Applying the relevant rating components to activate services in accordance with the customer's requested tariff plans.

3. Handling the migration of customer bill plans, both mid-month migrations and bill cycle migrations.

I have worked for CSE team around 7 months in 2017 where a special war room was created to clear the backlogs.

As part of this initiative, Billing management team has nominated few specialists from each processes in Billing function & entreated us to close the customer tickets which is not been touched from ages.

As a result of that, We have closed around 700+ tickets during that time & I have been rewarded for closing 90+ tickets alone.