Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Competency
Process Improvement Ideas
Additional Responsibilities
Recognition
Languages
Hobbies and Interests
Tools Skills Experience
Personal Information
Timeline
Generic
Sridhar Y

Sridhar Y

Bangalore

Summary

Dynamic Customer Ops Specialist with HP Inc., skilled in Power BI and process optimization. Achieved 100% accuracy in claims processing while enhancing team efficiency. Proven ability to drive revenue growth and improve customer satisfaction through effective communication and strategic analysis. Adept at leveraging data insights to inform decision-making and foster collaboration across teams.

Overview

14
14
years of professional experience

Work History

Customer Ops Specialist- SCML

HP Inc.
06.2017 - Current
  • Creating Key Performance indicators for complete team at market levels for Management reviews.
  • Creating MBR’s and projecting with management and team members, analysis performance data.
  • Running Basics daily reports for team using Power BI to identify issues and insights.
  • Working on dispute analysis and resolving issues for fastening revenue cash flow for the company for our markets.
  • Create a Strong Metrics Measurement System on Unclean, Backlog Mgmt, Revenue Maximization, Staging & Disputes for Greater-Asia.
  • Improve NPS and Delivery communications scores. Zero negative feedback from Customers on CSM service level.
  • Drive Focused engagements with Sales, Sales Ops, Category, and customers to drive improvement in managing accounts.
  • Adherence to reports deliverables to stakeholders, customer reports on ETA, SNI reports for internal controls, and SC requirements.
  • Respond to partner/stakeholder emails that require critical action/update within the same day.
  • Working on Project to maximize revenue & reduce backlog.
  • Preparing the Staging & Upcoming Shipment Reports.
  • Publishing Daily Backlog and Performance reports to the management.
  • Single point of contact for priority / escalated cases to expedite the requirement.
  • Ensuring appropriate entries are passed in SAP (Credit / Debit note / Returns).
  • Working with Catalog team to forecast for EOL products.
  • Preparation of routine and ad-hoc reports as per requirement.
  • Maintenance and analysis of CAPA (Corrective action and preventive action) to ensure quality work.
  • Bring ideas for improvements, Best Practice Sharing, forecasting of errors and take appropriate preventive action plan for errors reported.
  • Working on additional projects from time to time to enhance the quality and productivity of the team and conducting feedback sessions.
  • Maintained performance tracker of team employees and reported to higher management on a Monthly basis.
  • Had an additional Knowledge on Customer Operations Specialist (COS) role for Greater Asia Countries.
  • Daily coordination of all customer-facing activities for project /Batch orders for direct customers (Global, Strategic and Local) and order management, including follow-up and resolution.
  • Communicate with external customers via phone and email.
  • Interact with Operations, Manufacturing, Technical Application/Product Support, Planning, and other functional groups to drive the process from quote to order fulfillment.
  • Respond accurately to customer and internal stakeholder’s inquiries, providing pricing, availability, terms and conditions, and other product and order related information.
  • Ensure customer and material master data are accurate and complete, and appropriate discounts have been applied for the orders.
  • Ensures appropriate approvals and documentation are present before completing orders.
  • Responsible for communicating maintenance service terms and conditions to service contract coordinator to ensure timely creation of maintenance service agreements to enable entitlement for onsite service.
  • Review customer purchase orders to ensure they meet business finance standards.
  • To resolve order and shipping issues and maintain detailed records of communications and transactions.
  • Responsible for documenting, managing and tracking orders using SAP.
  • Support the Credit/Collections group to resolve billing disputes, credit holds.
  • Initiate returns goods authorizations, product replacement orders and credits, and perform timely follow up to ensure material is received.
  • Prepare monthly reports for internal and external communications.
  • Ensure Total Customer Experience in all the transactions made across and ensure satisfaction.
  • Work on the Service Level Agreement creation with the metrics surrounding in it with the clients.

Process Associate, Senior PA, SME

Hewlett Packard India Sales Pvt. Ltd
09.2011 - 06.2017
  • APJ physical claim as the name very subtly suggests is a claim made by the Channel Partner when the physical attributes of the product do not match the desired specifications.
  • The Physical Claims Team currently handles activities like Claim Validation, Defective Unit Collection and partial fulfillment of cartons Forwarding the claim for Factory/Logistics Investigation and once approved the team releases Credit or Replacement based on the Customer requirement.
  • Maintaining Turnaround Time (TAT) at 100%.
  • Maintaining Accuracy at 100% and keeping the Sigma score Intact.
  • Maintaining Efficiency at 95%.
  • IMIB ideas.
  • Daily monitoring and balancing of workload to ensure smooth functioning of the process.
  • Ensure the process handled for the assigned team is in audit compliant manner along with active monitoring of the process.
  • Identifying areas of processes improvement and continuous efforts to increase overall performance in terms of utilization and efficiency of the process.
  • Research and Analysis of various operations in the team and criticality.
  • Ability to troubleshoot the issues arising out of the process under their responsibilities.
  • They are first level of escalation for Process Associates / Sr. Process Associates / Business / Partners for Operational Issues.
  • Ability to resolve conflicts and issues with their expertise knowledge or with the help of Assistant Manager / Operations Manager.
  • Timely Update of deviations for Metrics published.
  • Maintaining the Daily production or IE tracker and monitoring the team's utilization, efficiency and loss % on a daily basis.
  • Forecasting the issues and take proper preventive action for these issues.
  • There should be regular coaching of Team members and sharing of accurate information across team liaising with Engineering and Customers.
  • Pre-Sales activities: Giving information to the partner regarding availability of the products, HP prices, contractual discount and partner queries.
  • Sales: Creating sales order with reference to quotation as per the customer requirements and also responsible for manually entering the orders in appropriate tool for partners which are ordered through fax communication.
  • Post Sales: Creation of delivery note and following up on the shipment activities such as picking, packing, post goods issue of the products ordered.
  • Creation of billing document/Invoice generation of the products ordered.
  • Communicating the relevant information to partners using the appropriate tools and if unable to resolve the cases, timely escalation of orders and claims to the Transaction Management (TM) team.
  • Processing Changes and Cancellations on the orders booked on Partners, Suppliers, TM request.
  • Performing credit memo and debit memo as per the partner request.
  • Generating reports and analyzing the reports, such as Ship- Not –Billed, Factory Order Management (FOM), Incomplete Order report.
  • Maintain interdepartmental relationship with suppliers, sales, credit and collections and co-ordinate their activities to resolve partner query.
  • Regular conference calls with the TM (Transaction management) team and suppliers.
  • SME for OSS, 3W for Greater Asia Team.
  • Power Automate Certified User- Created almost 5-6 Bots with HC Benefits for 2.5.
  • Worked on Backlog Migration Project (Transaction of SAP to S4 HANA).
  • Prepared Documentation for Country Specification (SEATH,INDIA)- PC Team.
  • Knowledge of process on all the APJ regions in Physical claims team.
  • SPOC for logging a call with IT to resolve the system related issues & access for new joiners.
  • Handling Daily operational related escalations & instrumental in providing resolution.
  • Coordinating with the CSM Team in processing of claims.
  • Also coordinating with the logistics team in shipment of goods to the customers and collection of defective units.
  • Ensure that customers can continually monitor remotely running processes through daily, weekly and monthly calls to ensure two-way communication to flag and manage issues.

Education

Bachelor of Science - EMCs

Bengaluru University
06.2011

Skills

  • Power BI
  • Tableau
  • Power Automate
  • S4 HANA/ SAP
  • OSS
  • MYPRS
  • 3W- Microsoft Dynamics
  • Ariba
  • Coupa
  • Tradeshift
  • WWPEC Tool
  • Spotfire
  • BIRD
  • Geneysis Tool
  • MS Office / Power Point
  • MS Excel
  • Reporting

Accomplishments

  • SME for OSS, 3W for Greater Asia Team
  • Power Automate Certified User- Created almost 5-6 Bots with HC Benefits for 2.5.
  • Worked on Backlog Migration Project (Transaction of SAP to S4 HANA)
  • Prepared Documentation for Country Specification (SEATH,INDIA)- PC Team
  • Knowledge of process on all the APJ regions in Physical claims team
  • SPOC for logging a call with IT to resolve the system related issues & access for new joiners
  • Handling Daily operational related escalations & instrumental in providing resolution
  • Coordinating with the CSM Team in processing of claims
  • Also coordinating with the logistics team in shipment of goods to the customers and collection of defective units

Professional Competency

  • Having good interpersonal skills and deal to learn new things.
  • Excellent skills in communication and collaboration.
  • Strong but realistic belief in own capabilities and ideas, exhibiting a 'can do' attitude & seeing problems as 'solvable'.
  • Maintain a positive attitude in the face of changes in work assignments or conditions.
  • Strong knowledge in MS office, Excel.
  • Strong reporting knowledge in SAP, OSS, 3W, Power BI, tableau.

Process Improvement Ideas

  • Worked closely with the Credit and Collection Team on the Invoicing activities on customer portals.
  • Provided kaizen ideas regarding SAP and excel where we can save the time and accuracy.

Additional Responsibilities

  • Identifying areas for customer education for ensuring quality delivery.
  • Participate in all process related Trainings and Updates conducted by the business.
  • Handling Customer Calls.
  • Worked as Content developer in Captivate for the department.
  • SME for Backlog Management and reporting.
  • Actively involved in streamlining and standardization of process, which in turn helped the team to deliver effectively on time.
  • Buddy trainer for new joiners in the team.
  • Helped to IT team to migrate from RSAP order to FSAP order.
  • Responsible for participation in various meetings and con calls with and front end, to discuss and resolve various issues encountered by the team.
  • Responsible for all partners Claim Status Reports & perform Quality checks.
  • Resolving Queries in stipulated time.
  • Transformation of the processes has given me an opportunity to communicate with the partners thus provided a good exposure with different business scenarios.

Recognition

  • Got best Debutant award
  • Received many Quarterly Awards.
  • Received many Monthly Awards
  • Star Performer Award
  • Best Popular Award under Sathya’s Cluster
  • Special recognition by the front-end team for massive reconciliation, resolving queries etc.
  • Recognition and appreciations from the external as well as internal customers for quick response
  • Best Process Associate award
  • Best Buddy
  • Extra Miler award
  • Always Accountable award
  • Passion for customer
  • Recipient of 'Sense of Urgency' Award

Languages

  • Kannada
  • English
  • Telugu
  • Hindi
  • Tamil

Hobbies and Interests

  • Listening to Music
  • Playing Carrom
  • Chess

Tools Skills Experience

  • Power BI- Certified user Under SCOAH Program.
  • Tableau
  • Power automate – Certified (BOTZ lab)
  • SAP/ S4 HANA – To book and view orders details
  • OSS – SME and Super user for Greater Asia countries To retrieve reports based on the requirement.
  • MYPRS-To check availability of the product.
  • 3W(word wide workflow)- Microsoft dynamics workflow. - SME for Greater Asia team
  • Handled all customer portals.
  • Efficient user of ariba, Coupa Tradeshift portals.
  • WWPEC Tool, Spotfire, BIRD- Tool used to retrieve mails.
  • Lead for Geneysis Tool- Bengaluru Location

Personal Information

  • Father's Name: Yellappa M
  • Date of Birth: 07/03/86
  • Nationality: Indian
  • Marital Status: Married

Timeline

Customer Ops Specialist- SCML

HP Inc.
06.2017 - Current

Process Associate, Senior PA, SME

Hewlett Packard India Sales Pvt. Ltd
09.2011 - 06.2017

Bachelor of Science - EMCs

Bengaluru University

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