Shivani Ambasta
Summary
Proven expert in technical support and risk management, I excel in leveraging SAP applications and fostering customer relationships to drive success. At Accenture, I significantly enhanced service delivery for global markets, particularly in China, showcasing my proficiency in ServiceNow and exceptional communication skills. My analytical acumen and strategic approach to problem-solving have consistently improved operational efficiency and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist and Chinese Expert
Accenture
07.2024 - Current
- I serve as a Technical Support Specialist and Chinese Expert, supporting L1 and L3 teams
- In L1, I triage and assign tickets, send SLA notifications, and manage RITM tickets, acting as the first point of contact for users, including specialized support for Chinese-speaking customers
- My L3 responsibilities include ticket resolution, publishing daily intercompany reports for Canada, Hong Kong, Taiwan, and France, and I-doc monitoring reports, and utilizing SAP FICO R2R to address complex financial issues
- I leverage tools like ServiceNow, Citrix, and SAP legacy systems, manage dashboards for both teams, track incidents, and service requests, monitor SLAs, and meticulously document troubleshooting steps and solutions
- I collaborate with L2/L3 teams for escalations, translate technical information between Chinese and English, and provide comprehensive support in Chinese (via ticket, phone, or chat) to ensure seamless service delivery and customer satisfaction
Financial Analyst and Chinese Expert
Hewlett-Packard
03.2021 - 12.2023
- Managed invoice processing for China, India, Brazil, and US businesses, including daily EDI and weekly Tungsten, Follow-up, GIT&RNB, and Blocked Doc reporting to Global Procurement
- Key S4 Hana user, handling client relationships for China, Brazil, and India
- Efficiently processed PO-based invoices in SAP S4 Hana and legacy systems, ensuring timely payments
- Conducted KI Vs for non-compliant invoices and maintained detailed activity logs
- Prepared and analyzed financial statements, identifying trends and variances to assess company financial health
Trade Analyst and Chinese Expert
Mayflower
09.2019 - 03.2020
- Analyst the trade data for China business Gather trade-related data from multiple sources, such as internal business systems, supply chain reports, external trade platforms, and government databases
- Identify emerging market opportunities and potential trade bottlenecks that could affect the business's ability to meet customer demand in China or abroad
Transaction Risk Management Investigator and Chinese Expert
Amazon India
06.2018 - 09.2018
- Investigated and mitigated online commerce risk for the India and China markets, focusing on fraud prevention
- Monitored key performance indicators including Order Delivery Rate (ODR), Late Shipment Rate (LSR), and Defect Rate (DR) to optimize customer experience
- Collaborated with PRC and SEA investigators on global calibrations and led team huddles to proactively identify and address emerging risk behaviors
Education
Central university of Jharkhand
Ranchi01.2019
Beijing Language And Culture University
China01.2019
Skills
- ServiceNow
- Procurement Management
- Technical Support
- Customer relationship
- Communication Skills
- Management
- Risk Analysis
- SAP Applications
- Risk Management
- SAP HANA
- SAP FICO R2R
- Citrix
- Customer Demand Planning
- Accounts Receivable
- Customer experience
- SAP FICO
- Microsoft Word
- Knowledge of finance
- Calibration
Languages
Hindi
First Language
Mandarin
Proficient (C2)
C2
english
Advanced (C1)
C1
French
Elementary (A2)
A2
Project
- Technical Support/Chinese Expert: Handled L1/L3 support, managed tickets, published reports, used SAP FICO, ServiceNow, Citrix, and SAP legacy systems, and supported Chinese-speaking customers
- IT Support (Mandarin): Provided L1/L2 support via phone, email, and chat, resolving hardware, software, and network issues, escalating complex problems, and maintaining documentation
- Financial Analyst/Chinese Expert: Processed invoices, published reports, used S4 Hana, handled RTVs, and provided client support for China, Brazil, and India
- Trade Analyst/Chinese Expert: Analyzed trade data for China, identified market opportunities, and bottlenecks, and provided recommendations to optimize trade operations
- Transaction Risk Investigator/Chinese Expert: Investigated e-commerce risk for India and China, monitored key metrics, collaborated with investigators, and led team huddles
Timeline
Technical Support Specialist and Chinese Expert
Accenture
07.2024 - Current
Financial Analyst and Chinese Expert
Hewlett-Packard
03.2021 - 12.2023
Trade Analyst and Chinese Expert
Mayflower
09.2019 - 03.2020
Transaction Risk Management Investigator and Chinese Expert
Amazon India
06.2018 - 09.2018
Central university of Jharkhand
Beijing Language And Culture University
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