Roopa Hampannavar
Bangalore
Summary
Versatile Business Operations Specialist with background in optimizing operational processes and implementing effective business solutions. Skilled in project management, strategic planning, and process improvement, consistently delivering results that drive efficiency and reduce costs. Strong analytical abilities and problem-solving skills contribute to successful project outcomes and positive impacts on overall business performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Consultant (Sales Operations)
Harman International Industries, Inc ( Omnissa )
Bangalore
05.2024 - Current
- Subject matter expertise on Renewals Quoting and Service Contract processes in Oracle, apart from understanding of the Install Base / ELA business and other dependent processes/functions
- Drive internal Operational Excellence projects
- Help in meeting & improving the regional Service Level Agreements (SLA) targets
- Sharing data with stakeholders on the Process metrics, whenever required
- Work with business stakeholders for defining solutions and issue resolution
- Work on adhoc projects or program functions as assigned
- Work independently, interact with team members / managers across geo’s & different time zones
- Flexibility to work across time zones
- Provide ideas/solutions to business problems, participate & contribute on strategic initiatives.
- Perform weekly, monthly and quarterly opportunity pipeline analysis, data validation and identify gaps and actions required
- Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
- Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
- Act on behalf of the leadership (e.g. drive global churn forecasting, identify direct and channel renewal improvements, forecasting mechanics evolution to incorporate customer health insights)
- Support the development and presentation of the business outcomes to stakeholders with a view to assisting them to drive performance in their areas (e.g. churn/upsell attribution etc)
Business Analyst: Sales / Renewals Operations (Core Renewals)
Broadcom as Vmware
Bangalore
04.2022 - 05.2024
- Opportunity creation, closure, and remediation Order/Contract/Quotes Tracking; open to working in SFDC, Oracle EBS or equivalent CRM tools Manage and reassign opportunities and execute territory/ownership assignment related deliverables Continually work on process improvements and standardization in conjunction with the functional leader
- Renewals Opportunity Management: Opportunity creation, closure, and remediation
- Learnability - for an in-depth understanding of the E2E business processes and recommending process enhancements
- Order/Contract/Quotes Tracking; open to working in SFDC, Oracle EBS, or equivalent CRM tools
- Understanding of the Pipeline Forecasting and generic Account Management for a specific territory
- Owning and executing the fixes/gaps arising out of the reconciliation of daily, weekly, monthly, and quarterly reports
- Manage and reassign opportunities on SFDC with the reconciliation of revenue for the respective territory; execute territory/ownership assignment related deliverables
- Working on cases and resolve queries based on various business process workflows and logical thinking
- Support and successfully contribute to Adhoc projects and reporting requisites
- Continually work on process improvements and standardization in conjunction with the functional leaders
- Collaborate and provide inputs on projects / UATs as required
- Collaborate with inter-connected functional teams and global stakeholders to support projects/deliverables
Technical Support Associate ( Lenovo Post Sales)
Concentrix Services Pvt Ltd
12.2020 - 04.2022
- To manage the commercial relationship with existing Lenovo Authorized Online Business Partners
- Proactively contacting clients to maintain a consistently high level of service delivery, whilst identifying further new business opportunities
- Entered customer interaction details in MSD to track requests, document problems and record solutions offered
- Responsible for providing telephone support for customers on operation or maintenance of Lenovo products
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Managed department call volume of 120 calls per day and coordinated department schedules to maximize coverage during peak hours
- Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets
- Answered customer telephone calls promptly to avoid on-hold wait times
- Performs work in accordance to standardized policies and procedures
- Increased customer satisfaction by resolving Lenovo product service issues
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Identified issues, analyzed information and provided solutions to problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Confer with customers by telephone or chat via web to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Senior Data Analyst
Concentrix Technologies
04.2016 - 03.2018
- Collaborate on sales strategies and coordinate quotes and sales opportunities with Sales teams in effort to drive Renewal Rate
- Providing quote to partners and clients as per requirements in Oracle includes EMEA, APJ & GLOBAL
- Maintain accurate and timely information within company CRM database
- Track and provide status updates on all open opportunities
- Accurately review and enter order data as per company requirements
- Handle purchase order reconciliation to quote, contract terms and program requirements
- Maintain all published SLAs for order processing and fulfillment
- Tackle complex orders and cases, taking appropriate action to provide positive results
- Interact with sales teams, channel partners and numerous internal groups as required to support the order-to-invoice process
- Handle order processing tasks (incld
- Complex orders processing), ensuring accuracy and alignment to all compliance guidelines including SOX and export regulations
- Coordinated with Order Management Team (Volume Operations Commercial) and involved in processing orders and supporting partners and internal stakeholders for MEMA region (Middle East Europe Countries)
- Verify the data of all quotes, purchase orders, and OEM databases
- Assist in documenting and implementing SaaS Billing procedures
- Worked in Sales Partner Operations in Asia Pacific Region, and supported volume operations with VPP Team in SPO US
Senior Process Specialist
Tata Consultancy Services
05.2012 - 04.2016
- Processing customer orders in SAP Email/phone communication to manage customer orders / issues via CRM tool Building relationship with Business Customers (Procurement Officers) Resolution of customer queries
- Accurately review and enter order data as per company requirements
- Handle purchase order reconciliation to quote, contract terms and program requirements
- Maintain all published SLAs for order processing and fulfilment
- Tackle complex orders and cases, taking appropriate action to provide positive results
- Interact with sales teams, channel partners and numerous internal groups as required to support the order-to-invoice process
- Responsible for operational aspects of the Salesforce Q2C space
- Handling responsibilities focused on supporting key business operations, among other critical activities
- Execute recurring data updates accurately and timely
- Document and maintain a repository of Quote to Cash business rules and process flows
- Perform troubleshoot on all sales orders and assist to identify and execute various enhancement to all management process
- Manage all communication with all sales department order and process all customer orders and shipment of products and ensure optimal practices for all processes
- Prepare and update various sales orders through appropriate SRS ticket system and provide update on all CAS orders
- Verify all order line and prepare order reports on everyday basis and manage all shipment and respond to all inquiries for all status order and resolve all customer issues and prepare efficient schedule for projects
- Monitor and evaluate all order issues and resolve in discrepancies in production metrics and ensure accurate billing of all bookings
- Evaluate all weekly metrics and analyze all continuous improvement project and prepare reports for all requests
Analyst
Deutsche Bank Group
03.2010 - 05.2011
- Set up new clients / accounts in various downstream systems
- Verify and identify the clients who involved with financial transactions to prevent funds being used for fraudulent purposes
- Updating and capturing rates on daily basis on particular deadlines for all the regions
- Adjusted end-to-end KYC process needs to align with workforce capabilities
- Conducted KYC formality reports on questionable accounts and transactions
- Supported KYC processes for prospective and existing customers
- Provided input to company decisions for prospective suppliers
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention
- Accepted and processed account payments
- Complied with internal controls and government regulations
- Developed core analytical capabilities or model libraries using advanced statistical, quantitative or econometric techniques
Senior Process Executive
INFOSYS BPO Ltd
02.2007 - 02.2009
- Unloaded incoming trucks and properly staged inventory for processing
- Granting the access to the contracts and resolving profile management issues
- Quote creation process according to the partner's requirement
- Quote validation process using the tools CSCC and Deal with discount issues of the partner's quotes
- Creation of install base in Oracle11i and Creation of end customer details in ERP
- Handling the C2C (click to chat) cases and handling high deal escalated cases
- Assist the team lead in queue monitoring, SLA maintenance and day to day transactional activities of the team
- Support the lead in reporting activities and status requests on the deals
- Participate actively in providing inputs on areas of improvement and enhancements in the process
- Being involved in testing phase when new releases are rolled out for CSCC tool
- Training the new CSR 's who come into my team Sent emails to communicate order status and informed customers of back-orders or shipping delays
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction
- Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders
Education
BCOM - Accounting with Computer Science
Bangalore University
Skills
- Quote to cash
- Order fulfillment
- Quote Renewals
- ORACLE ERP
- SFDC
- JIRA
- Transaction Investigation
- KYC
Certification
- Salesforce Administration
- Cognos BI
Accomplishments
- Received I-Star Award for a stellar performance and critical contribution in achieving organization's goals.
- Award of Excellence - Good Team Player, Shift Anchor, Ultimate shift management during critical time and good auditor.
- Certified in Transaction Monitoring.
Personal Information
Total Experience: Qualified Order Management Specialist, Technical Support operations and Investment Banking, Sales Operations with 9 years of experience, seeking Middle to senior level assignments in process and Operations Management with leading organization preferably in Bangalore. I aspire to serve the industry where I can utilize my abilities, skills and knowledge to be associated with your organization which offers professional growth while being resourceful and innovative.
Timeline
Consultant (Sales Operations)
Harman International Industries, Inc ( Omnissa )
05.2024 - Current
Business Analyst: Sales / Renewals Operations (Core Renewals)
Broadcom as Vmware
04.2022 - 05.2024
Technical Support Associate ( Lenovo Post Sales)
Concentrix Services Pvt Ltd
12.2020 - 04.2022
Senior Data Analyst
Concentrix Technologies
04.2016 - 03.2018
Senior Process Specialist
Tata Consultancy Services
05.2012 - 04.2016
Analyst
Deutsche Bank Group
03.2010 - 05.2011
Senior Process Executive
INFOSYS BPO Ltd
02.2007 - 02.2009
- Salesforce Administration
- Cognos BI
BCOM - Accounting with Computer Science
Bangalore University
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