SAP
Raveena D
Senior Lead For India TOE
Bengaluru,KA
Summary
Proficient and Dynamic Professional with over 5.5 years of professional experience and hands on skills in Finance/ Operations Domain with ability to analyze, organize and manage challenging projects in high pressure environment with strict deadlines and multiple deliverables along with providing effective & efficient services.
Overview
6
6
years of professional experience
18
18
years of post-secondary education
5
5
Languages
Work History
Senior Lead for India TOE
HCL India Private Limited
Bangalore, Karnataka
04.2021 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded account information to open new customer accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responsible for handling more than 80 client's weekly and monthly deliverables
- Handling 18 Team members and assisting for accuracy of operations in a timely basis
- Ensuring that each deliverable is in line with various metrics per client and SOW, keeping in mind that there are no variances during Audit
- Integral part of team increases from just 1 to 15 strong within a year, training new team members and ensuring that company values are passed on in most efficient way
- Constant communication with onshore team to ensure that deliverables are on time and accurate week in week out
- First member of Pilot batch for transition of work coming from Prague /Budapest to India
Billing Specialist-Team of Expert for A&M
ExxonMobil
Bangalore
01.2019 - 03.2021
- Working closely with the Account Receivables, Account Activation ,Sales ,pricing team to resolve the invoice
- Disputes research reviewing Client Contracts / Agreements - Ensure appropriate approvals are in place prior to the
corrections of the billing and the invoices. - Working with the sales team on the pricing update to the client and with the commercial team on the pricing
modifications and invoice corrections - Internal interaction and biweekly calls with market data team on price forecasting using trend analysis and
getting confirmation from accounts managers. - Investigating the disputes received from the customer and finding out the root cause ,which help us to maintain the Accuracy for the further creation of invoices
- Working on the monthly reporting part on Timeliness, Accuracy and Tax which will overview by stakeholders for improvisation of Billing.
- Business results and progress of agreed work goals
- Learn and Include: Contributed to Resolution of high revenue impacted customer critical Case(1 st time
Scenario)also documented process of handling critical case by developing the Job Aid, received Bright Flash
Award for the same. - Compete: Effectively contributed to SR resolution: 600+ complaints ensuring maximum complaints resolved
within SLA. - Learn and Include: Extended support for Audits (Aviation Fuels) ensuring supporting documents are
provided timely.
Demonstrated collaboration with process partners for efficient resolution of customer complaints-MSC. - Learn/Empower: Delivered training on Aviation Fuels Process to ensure strong backup is available to handle
the Business.
Order Management Specialist
Thomson Reuters
Bangalore, Karnataka
06.2016 - 12.2018
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- End to End Sales Order management - Order Tracking - Opportunity Creation on Siebel, Billing and Invoicing , Client – Product Support
- Assistance to the Sales Personnel – Gathering information on customer needs, Presales account research reviewing Client Contracts / Agreements - Ensure appropriate approvals are in place prior to quote submission in accordance to the set SOX Compliance guide lines
- Working with the sales team on the pricing update to the client
- Working with the commercial team on the pricing modifications and invoice corrections
- Internal interaction and biweekly calls with market data team on price forecasting using trend analysis and getting confirmation from accounts managers.
- Working to ensure that High value opportunities submitted by Sales move to the respective Sales
- Stages within that particular billing cycle for an accurate Sales Forecasting
- Reviewing client contract / cancellation request prior to proceeding with the Cancellation request and working with the Head of Commercial approver to get the approval on Backdated Cancellation/Discounts etc
- Assisting Service Request Calls from Clients via CASES with regards to Product related Queries and being the single point of contact for Permissioning related issues
- Ensuring that the Clients Feed Sites are balanced and providing an PE / FBR report on a Weekly basis and working on Permission related issues for Allocated Accounts
- Attending weekly calls and providing an update to the Project Team with regards to the Orders released for Billing and Invoiced,Identifying Unbilled Revenues
- Responsible for the Queue management, Conducting team huddles for process update and discussions,mentoring new recruits and auditing their performance
- Creation of Process Flow documents, Maintaining productivity and Quality tracker for the team and
- Working with the Credit management team helping them resolve credit and invoice disputes, SAP -cosmetic reprint, killing and rebilling of invoices
- Initiating approvals for various exchanges, third-party data providers
- Support and successfully contribute to various projects - NASDAQ , Free Trial, Project team service reports, Asset cleanup,Exchange PLI swap, Migration Projects
- Setting up of new Location Accounts / Billing Accounts as per the Order Form provided by sales with respective billing frequenc
- User swaps and credential changes
Education
MBA - Finance
Acharya Bangalore B-School
Bengaluru 08.2014 - 06.2016
Bachelor of Science - Electrical, Electronics And Communications Engineering
Usha Rama College of Engineering &Technology JNTUK
Andhra Pradesh 09.2010 - 06.2014
High School Diploma -
Sri Chaitanya College
Vijayawada 06.2008 - 05.2010
Schooling - Elementary And Middle School Administration
Excellent High School
Manuguru 06.1997 - 04.2008
Skills
Accounting and Finance
Invoice Management
Team Handling
Coaching and Mentoring
Knowledgeable in SAP/CRM/ACE/Salesforce/Zendesk/IRAMP
End to end OTC Process knowledge
Quick Learner
Accomplishments
- Supervised team of 18 staff members.
- Achieved RPA for proforma invoice creation by introducing a mass upload template for avoiding the manual tasks.
- Collaborated with team of 10 in the development of D2S project(Document to SAP).
- Exceptional Client Service Award Exxon Mobil
- Received twice Quarterly Spot Award
- Best Practice Holder
- Bright Flash Award for creation of Job aids for Exceptional process handling of customer Billing issues.
Software
Seibel
CRM
Zendesk
Aptus
IRAMP Pricing Tool
ACE
Salesforce
Timeline
Senior Lead for India TOE
HCL India Private Limited
04.2021 - Current
Billing Specialist-Team of Expert for A&M
ExxonMobil
01.2019 - 03.2021
Order Management Specialist
Thomson Reuters
06.2016 - 12.2018
MBA - Finance
Acharya Bangalore B-School
08.2014 - 06.2016
Bachelor of Science - Electrical, Electronics And Communications Engineering
Usha Rama College of Engineering &Technology JNTUK
09.2010 - 06.2014
High School Diploma -
Sri Chaitanya College
06.2008 - 05.2010
Schooling - Elementary And Middle School Administration
Excellent High School
06.1997 - 04.2008
Additional Information
- Confident, determined and good communication skills.
- Strong desire to learn and work on new projects.
- Collaboration with different process experts
- Approachable: Providing extensive help in all the process related queries to different teams
- Effective & efficient in learning all the new task & projects by delivering tangible results
- Time Management.