Shruthi K

Objective: Enhance customer satisfaction by managing the order lifecycle for VMware and Dell products (software and hardware) while streamlining processes post-Broadcom acquisition.

• Order Management:Manage order processing through Salesforce (SFDC) for VMware products (VMpaper) and Dell products based on discount standards.
  Oversee the end-to-end order lifecycle (renewals, add-ons, new purchases), ensuring accurate data entry and timely order fulfillment.
  Ensure proper integration with Oracle EBS post-Broadcom acquisition for order bookings, validations, and customer service requests.
  
• Customer Service & Issue Resolution:Address customer tickets related to asset changes, email address updates, invoicing issues, product bookings, and license-related queries.
  Process tickets via Wolken and Oracle EBS, ensuring resolution of customer issues within agreed timelines.
  
• Business Process Documentation & Stakeholder Communication:Gather and define business requirements for order management and customer service processes.
  Communicate requirements and provide regular updates to internal stakeholders.
  Develop process flows, user stories, and system documentation to support order management and issue resolution.
  
• System Integration & Process Improvement:Facilitate integration of VMware, Dell, and Broadcom systems, ensuring smooth order processing across platforms.
  Identify and implement process improvements to optimize order-to-bill (OTB) and provisioning workflows.
  
• Training & Knowledge Sharing:Assist in the creation of training materials for internal teams on new products, services, and processes.
  Deliver training sessions to ensure staff proficiency with new systems (post-Broadcom) and product updates.
  
• Product Provisioning & Contract Management:Ensure accurate provisioning of products (Standard products, App Controls, Response Production, Managed Detection).
  Manage contract initiation and updates via the CSR portal.
  

• Salesforce (SFDC), Oracle EBS, Wolken
• Order management and order-to-bill (OTB) processes
• Ticketing systems (issue tracking and resolution)
• Business requirement gathering and stakeholder communication
• Process improvement and system integration
• Training development and internal staff education
• Product provisioning, contract management, and customer service

• Broadcom Integration (Nov 2023): Transitioned order management and customer service processes to Oracle EBS for improved order tracking and ticket resolution.

Objective: Enhance HP's Supply Chain Management by implementing a more efficient logistics and delivery tracking system, transitioning from legacy tools to the Accenture Insight Platform (AIP) (Hawkeye portal) to improve delivery accuracy, timeliness, and customer satisfaction.

• Supply Chain & Logistics Management:Oversee the creation and management of Purchase Orders (PO), inventory, and transportation processes to ensure accurate and timely product delivery.
  Manage data flow and ensure Data Quality (DQ) by tracking and validating the movement of data through various systems.
  
• System Transition & Platform Management:Led the transition from legacy tools like SCOUT, TRAX, and GTN to the Hawkeye portal (Accenture Insight Platform - AIP), improving delivery tracking and estimated delivery dates.
  Provide real-time delivery updates through multiple modes of transportation via the Hawkeye system.
  
• Intelligence Estimated Time of Arrival (IETA):Calculate and monitor IETA to ensure precise delivery estimates, focusing on accuracy, timeliness, and coverage.
  Use IETA data to improve customer communication and satisfaction.
  
• Reporting & Analytics:Generate reports including ASN (Advanced Shipping Notice), SSM (Shipping Status Message), and ticketing reports to monitor delivery progress and resolve issues.
  Track key logistics metrics and ensure timely updates to stakeholders.
  
• Customer Support & Issue Resolution:Address and resolve customer issues related to product delivery by managing tickets in ServiceNow.
  Provide proactive customer communication and timely updates on delivery status and issue resolution.
  
• Logistics Service Provider (LSP) Engagement:Engage with Logistics Service Providers (LSPs) to understand customer needs and pain points, working together to optimize delivery processes.
  Facilitate continuous improvement in logistics operations to meet customer expectations.
  

• Accenture Insight Platform (AIP) / Hawkeye Portal
• SCOUT, TRAX, GTN (legacy supply chain tools)
• ServiceNow (ticketing and issue management)
• Data Quality (DQ) and Data Flow Management
• Intelligence Estimated Time of Arrival (IETA)
• Advanced Shipping Notice (ASN) & Shipping Status Message (SSM) reporting
• Purchase Order (PO) Management, Inventory Management, and Transportation Logistics
• Logistics Service Provider (LSP) Engagement
• Customer Service and Issue Resolution

• Spearheaded the transition to the Hawkeye platform, enhancing delivery tracking accuracy and improving supply chain visibility.
• Improved delivery performance by ensuring accurate IETA calculations, reducing delays and optimizing logistics operations.
• Successfully integrated customer feedback through LSP engagements to refine supply chain processes.

Objective: Onboard partners through a distributor using Core SFDC (Salesforce) under Citrix Application, ensuring smooth contract management and access to EMC products and tools.

• Onboarding & Partner Account Management:Allocate daily requests to team members and update status at the end of each day.
  Review and process partner onboarding requests by validating partner details and creating partner accounts in SFDC.
  Provide licenses and access to EMC products and tools for newly onboarded partners.
  
• Contract Validation & Legal Compliance:Validate global and local contracts to ensure legal agreements are in place before onboarding partners.
  Coordinate with finance and sales teams for necessary approvals before proceeding with partner onboarding.
  Ensure freight terms, payment terms, and other contract specifics are updated in partner accounts.
  
• Access Control & Partner Training:Grant partner user access levels based on eligibility and completion of required online training.
  Process name and address modifications for partner accounts and ensure correct details are maintained.
  
• Deal & Quote Management:Validate deals, quotes, and configurations to ensure the correct discounts are applied based on product category.
  Resolve configuration issues in the My Quotes tool and ensure partners receive accurate pricing information.
  
• Special Discounts & Rental Contracts:Provide special and demo discounts for reseller partners.
  Prepare loaner/rental contracts for quotes with demo discounts, including calculating rental fees.
  
• Client Support & Query Resolution:Respond to partner queries via email and case management.
  Ensure all partner inquiries are addressed within agreed turnaround times (TAT).
  
• Team Collaboration & Training:Train new joiners and cross-train team members on all sub-processes for optimal capacity utilization.
  Prepare and share daily productivity reports with leads to track performance.
  
• Client Communication:Participate in weekly and monthly client calls to report business updates and progress.
  

Duration: May 2018 - March 2019
Objective: Assist in the development of an AI-based Invoice Processing advisor by creating and validating training datasets for machine learning models.

• Training Data Creation & Validation:Created training datasets for the AI-based Invoice Processing Advisor using the web annotator tool inside VDI (Virtual Desktop Infrastructure).
  Audited and checked the accuracy of annotated invoices to ensure data quality before processing.
  
• Quality Assurance:Conducted thorough auditing of annotated files to ensure 100% accuracy before integrating them into the system for AI model training.
  
• Collaboration & Reporting:Collaborated with AI development teams to ensure the quality of training data aligned with system requirements and improved model performance.
  

• Contract Management: Onboarding, Account Management, Partner Access Control, Quote Configuration, Deal Validation, Discount Application, Rental Contracts
• Salesforce (SFDC), Citrix, My Quotes Tool
• Data Management: Freight Terms, Payment Terms, Contract Validation
• Client Communication: Case Management, Email Resolution, Client Calls
• Training & Reporting: Team Training, Productivity Reports, Cross-Training
• Artificial Intelligence (AI): Training Data Creation, Data Annotation, Web Annotator Tool, VDI
• Quality Assurance: Invoice Accuracy Validation, Audit Processes

Objective: Manage billing and invoicing for domestic electricity and gas customers using the SAP application, ensuring accurate customer charges and resolution of billing discrepancies.

• Billing & Invoicing:Manage billing and invoicing for electricity and gas customers in the domestic sector, adhering to the COS Disputed Process.
  Ensure accurate billing by verifying exceptions in customer accounts and resolving discrepancies through CRM Notes and DTS Flow Monitor.
  
• Exception Handling & Service Notifications:Identify and verify billing issues such as incorrect meter readings and billing blocks.
  Raise service notifications to re-agree COS Gain/Loss reads when meter reads are found to be incorrect.
  
• ET Loss Process & Account Status Management:Manage the ET Loss process, where gain readings are amended to Loss readings (Loss Read +1) and update the account to be in billable status.
  
• SAP Application Utilization:Use SAP to process customer billing, ensure accurate readings, and resolve issues in customer accounts.
  Work within CRM and SAP systems to ensure timely and accurate billing cycle completion.
  

• Billing & Invoicing for Electricity and Gas
• SAP Application
• CRM Notes & DTS Flow Monitor
• COS Disputed Process
• Service Notifications & Meter Read Verification
• ET Loss Process (Loss Read +1)
• Account Status Management