Shelly Simon
Banglore,KA
Summary
As support professional, brings wealth of managerial experience to efficiently handle customer inquiries and technical issues. Known for fostering team collaboration and consistently delivering outstanding results. Reliable and adaptable, with skills in conflict resolution and team building. Results-oriented Support Manager offering 3 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. Self-motivated IT support manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
10
10
years of professional experience
Work History
Oracle HCM IT Support Manager
Resideo Smart Home Technologies (India) Pvt. Ltd.
10.2022 - 12.2024
- Led a team of Oracle HCM support analysts to ensure seamless system operations and application enhancements.
- Managed system issues, troubleshooting, and user support for HR and business teams.
- Established and monitored performance goals to deliver high-quality service.
- Oversaw system maintenance, patching, updates, and upgrades.
- Ensured data security, SOX audit compliance, and system documentation maintenance.
- Conducted training programs to maximize Oracle HCM system utilization.
- Managed vendor relationships and escalated issues for timely resolution.
- Led change management efforts for smooth system upgrades and process implementations.
- Handled budgeting for Oracle HCM support, including licenses and upgrades.
Consulting Bid Manager
Oracle Solution Services (India) Pvt. Ltd
11.2021 - 10.2022
- Managed end-to-end bid processes, from opportunity identification to final proposal submission.
- Developed winning bid strategies, aligning client needs with Oracle’s capabilities.
- Collaborated with cross-functional teams (solutions architects, project managers, and risk managers) to prepare competitive proposals.
- Conducted market research to analyze trends, client requirements, and competitive positioning.
- Ensured compliance with deadlines and internal bid submission processes.
Business Operations Analyst
Oracle Solution Services (India) Pvt. Ltd.
08.2018 - 11.2021
- Worked as a senior business analyst, managing high-demand stakeholder relationships within US public sector partner transactions.
- Led teams in resolving complex requests and collaborated with teams across various departments (DM, migrations, CTM, Legal team ).
- Provided key financial insights, including monthly dashboards, revenue planning, and pipeline tracking.
- Coordinated with alliance partners and managed communication with onshore stakeholders to ensure timely and accurate delivery.
- Led meetings with Oracle leadership and partners to resolve issues and ensure business continuity.
- Managed partner orders from start to finish. Review partner orders and work on orders such as pricing, and configuration of the products in CPQ according to the product's availability.
- Working with the Deal management team and working on the PO and OD.
- Managed organized order records and documentation.
- Worked closely with the deal approvers to provide the best deals for the partner and stakeholders promptly.
- Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures.
Claims Resolution Specialist
JP Morgan - Platina Tech Park 3
Bengaluru
09.2016 - 08.2018
- Analyzed and investigated complex claims to prevent fraud and ensure accurate settlements.
- Conducted detailed site inspections and managed client relationships throughout the claims process.
- Mentored and coached a team of 15 analysts, providing performance feedback and managing call monitoring.
- Negotiated settlements and resolved claims promptly.
- Led reporting efforts and tracked key metrics to ensure operational efficiency.
Credit Card Specialist
American Express Banking Corp.
Bengaluru
02.2016 - 08.2016
- Assisted customers with credit card account management, including resolving disputes and processing payments.
- Troubleshot account issues and provided data entry support.
- Helped minimize customer wait times and improve service delivery, consistently exceeding performance goals.
- Maintained strong customer relations and personalized services, and managed creditworthiness assessments.
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
Internship
Apollo Hospital Sheshadripuram
Bengaluru
05.2015 - 06.2015
- Assisted in blood sample processing, including centrifugation techniques for separating plasma and serum for diagnostic testing.
- Conducted urine tests and analysis, ensuring proper sample collection, preservation, and examination for accurate medical diagnostics.
- Shadowed and assisted a gynecologist, gaining hands-on experience in patient consultations, prenatal care, and gynecological procedures.
- Maintained detailed laboratory records and ensured compliance with medical safety and hygiene standards.
- Provided patient education on basic healthcare practices, test procedures, and post-diagnosis care.
Education
Bachelor of Science - Biotechnology
Garden city college
2013
Skills
- Gained theoretical knowledge and practical exposure during training at Apollo Hospital Credentials of completing 1 month
- Great knowledge about MS Office
- Great leadership qualities
- Technical support expertise
- Problem-solving
- Continuous improvement
- Training and mentoring
- Regulatory compliance
- Quality assurance
- Customer service expertise
- Project management
- Customer service understanding
- Support services
Certification
- Six Sigma Certification
- Power BI for beginners
- Machine learning using Python
- Business analysis & Process management
Languages
English
Advanced (C1)
Accomplishments
Define change management in Service Now: Designed a change management process to minimize risks and enhance service quality.
HR IT Queue merger in Service Now: Consolidated multiple HRIT service request queues in ServiceNow, improving response times and efficiency.
Oracle HCM System Enhancement and Optimization: Led system enhancement efforts, increasing utilization by 20% through training and troubleshooting.
Bid management system Implementation: Streamlined the bid process, reducing proposal preparation time by 30%.
Financial Insights Dashboard Development: Developed a dashboard providing real-time financial data, improving revenue planning and decision-making.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Work-life balanceCareer advancementCompany CultureFlexible work hoursWork from home optionPaid time offPaid sick leaveHealthcare benefitsPersonal development programsTeam Building / Company RetreatsStock Options / Equity / Profit SharingQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
ServiceNow
HCM
Spreadsheets
Operating systems
Presentation software
Data analysis
Interests
Volunteering
Dancing
Sports
Painting
Traveling
Timeline
Oracle HCM IT Support Manager
Resideo Smart Home Technologies (India) Pvt. Ltd.
10.2022 - 12.2024
Consulting Bid Manager
Oracle Solution Services (India) Pvt. Ltd
11.2021 - 10.2022
Business Operations Analyst
Oracle Solution Services (India) Pvt. Ltd.
08.2018 - 11.2021
Claims Resolution Specialist
JP Morgan - Platina Tech Park 3
09.2016 - 08.2018
Credit Card Specialist
American Express Banking Corp.
02.2016 - 08.2016
Internship
Apollo Hospital Sheshadripuram
05.2015 - 06.2015
Bachelor of Science - Biotechnology
Garden city college
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