User application testing in SAP ISU
Sudarshan K Shettigar
Titwala
Summary
RESUME Career objective: To work in challenging environment by utilizing my knowledge and skills if given an opportunity for contributing towards Technology and overall professional development of the organization and at the same time also develop as well as expand my knowledge. Personal Skills: An eye for detail . Strong Organizational skills Conflict resolution and de-escalation . Cost Reporting and Management Growth oriented . Analytical Thinker Results Focused . Internal Audit experience Performance driven Strategy development Relationship management People Leadership
Overview
16
16
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Assistant Manager
TELEPERFORMANCE GLOBAL SERVICES PVT.LTD
04.2022 - Current
- Driving a team of 14 Executives (MIS executives and Tele collection executives which includes 3
- Team Leaders & 1 Team coach) to perform as per the departmental needs
- Directing and ensuring Recovery through Field Executives of 3 Recovery Vendors (Approximate 40 FOS)
- Resolving customer queries through calling and emails, and also coordinate with internal teams to ensure queries are resolved within given time frame
- Ensure SLA`s and Quality metrics are met as per defined targets
- Manage productivity for fixing parameters of Collection Agencies / Inhouse team
- Monitoring performance against set parameters and weekly review with Collection executives /Inhouse team
- Conduct team performance reviews to assess needs, cost benefit analysis, and other operational strategy assessments
- Manage and improve team performance through problem resolution, system audits, and quality assurance measures, aid the HR department in recruitment process by interviewing potential hires and outlining clear job expectations
- Collaborate with the external vendor agencies by providing them with training to enable maximum recovery
- Summarize, collect and analyze collection trends and data for regular performance reports
- Coordinating with different departments for resolution of critical customer issues
- Analyzing consumer’s financial statements and resolving consumer complaints
- Ensuring process improvements by bringing about changes in the process and carrying new SAP / BI / CRM developments to facilitate process robustness
- Coordinating with recovery agencies on daily basis for Recovery feedback and Audit compliance
- Ensuring recovery by driving Daily dunning, Email Dunning, SMS Dunning and IVR Calling process
- Liaise with SAP-IT / SAP-CRM team for new IT developments and UAT.
Senior Team leader Revenue
CONNEQT BUSINESS SOLUTIONS LTD, TATA POWER
06.2013 - 05.2022
- Driving a team of 12 Executives (Team Leaders, MIS executives and Tele collection executives) to perform as per the departmental needs
- Resolving customer queries through calling and emails, and also coordinate with internal teams to ensure queries are resolved within given time frame
- Ensure SLA`s and Quality metrics are met as per defined targets
- Ensuring Recovery from Commercial, Industrial and High Yielding Residential clients through in house Tele calling team
- Directing and ensuring Recovery through Field Executives of 3 Recovery Vendors (Approximate 20 FOS)
- Coordinate with Tata Power Field engineers for disconnection of chronic defaulters
- Direct Liaising with Corporate & HNI customers and ensure online resolution and ensuring customer satisfaction
- Sending Legal reminders to consumers
- Analyzing consumer’s financial statements and resolving consumer complaints
- Managing Security Deposit Collection processes and Bank Guarantee renewal
- Coordinating with different departments for resolution of critical customer issues
- Scrutinizing of consumer payment transactions in SAP i.e For payment lying in suspense a/c & transfer of payment
- Co-ordinate with Vendors on daily basis for Recovery feedback and Audit compliance
- Preparing monthly MIS and Dashboards for the department
- Liaise with SAP-IT / SAP-CRM team for new IT developments and UAT
- Ensuring process improvements by bringing about changes in the process and carrying new SAP / BI / CRM developments to facilitate process robustness.
Associate
TATA POWER Company Ltd through Team Lease Staffing Solutions
06.2011 - 05.2013
- Liaising with High value customers ensure online resolution and customer satisfaction
- Coordinating with different departments for resolution of critical customer issues
- Scrutinizing of consumer accounts in SAP for reconciliation i.e
- For FIFO adjustment
- Sudarshan K Shettigar
- Mobile no
- 9819747925 Scrutinizing of consumer payment transactions in SAP i.e
- For payment lying in suspense a/c & transfer of payment
- Co-ordinate with Vendors on daily basis for follow-up
- Helped in resolving a key account which was outstanding for more than 2 years
- Notable Achievements: Rated ‘OUTSTANDING’ from FY 2014-2017
- Promoted to Rank of Team Leader in 2014, Senior Team Leader in 2018 & Assistant Manager in Was recognized as Key team member for important role to help the team’s objective- March 2013 Was awarded in Dec 2012 as the Best Associate for Resolving High Value Accounts and Effectively
- Managing FIFO cases
- Awarded for reducing high value cases from flowing into overdue ageing by rectifying any errors done by Accounts team or by reminding consumers about their payments -May-2012.
Contact center executive
Sutherland Global Services
05.2008 - 05.2011
- Having Verbal correspondence with ICICI Bank consumers for collection of Commercial Vehicle loans Co-ordinate with ICICI clients to solve the issue of the consumers
- Co-ordinate with field executives on daily basis for work allocation given to them
- Cracking all non-contactable cases with help of field staff
- Helping new associates in getting accustomed to the process
- Notable Achievements: Was awarded for best quality call by quality team
- Was appreciated by ICICI bank client for resolving query by meeting all quality parameters Received awards in form of shopping vouchers for overachieving my performance parameters
Education
B.com - Commerce
Mumbai University
Kalyan 06.2005 - 07.2008
Master In Commerce - Finance And Accounting
Mumbai University
Kalyan 07.2008 - 10.2010
Skills
Computer proficiency and system awarenessOperational Knowledge ofMicrosoft Office, SAP(ISU-CCS)
Collections
Financial statements expertise
Collections
Call center experience
Performance improvements
Account Reconciliation
Issue investigation
Aging reports analysis
Accurate payment posting
Software
Timeline
Assistant Manager
TELEPERFORMANCE GLOBAL SERVICES PVT.LTD
04.2022 - Current
Senior Team leader Revenue
CONNEQT BUSINESS SOLUTIONS LTD, TATA POWER
06.2013 - 05.2022
Associate
TATA POWER Company Ltd through Team Lease Staffing Solutions
06.2011 - 05.2013
Master In Commerce - Finance And Accounting
Mumbai University
07.2008 - 10.2010
Contact center executive
Sutherland Global Services
05.2008 - 05.2011
B.com - Commerce
Mumbai University
06.2005 - 07.2008