SAP Resume New Jersey, NJ - Hire IT People

Objective

To be an active member of a customer centric organization, and to apply theoretical knowledge with my practical work experience to grow with and within the organization.

Professional Experience SUMMARY

I have a total Work experience of 11 years with 6 years as SAP-ISU functional Consultant in Billing Module and 3 years as an END user of SAP ISU in the customer service.

As an ISU functional consultant worked on Following :

Designing Billing Schema with thorough Knowledge of Rates, Rate types ,Rate category and rate Determination

Knowledge of RTP interface and Gas Billing.

Schema with Dynamic Period Control.

Print Work bench for Billing.

Functionally designing Z-Variants.

User exits identifications.

Two Full cycle Implementation involving Blue printing , Solutioning, Realization and Testing phase and two support projects.

I am a certified SAP SD consultant.

During my career worked in Customer service Industry in the Team Leader and Client servicing profiles

Professional Experience Details

Confidential,
Job Title : Module Leader

Period : July 2011 till date

Responsibility /Achievements:

Currently working as a Billing Lead for an ISU implementation for Contact Energy in New Zealand. Complete knowledge of the New Zealand utility market. Currently in the testing phase. Implemented Billing for Mass Market and Billing for C&I customers. Implemented Gas Billing as part of mass market design.

Confidential,
Job Title : Manager

Period : Aug 2007 till June 2011

Responsibility /Achievements:

Provide Support to business in ISU- Billing

Develop new enhancement as per the User requirements.

Modify Tariff in the System as and when required.

Successfully implemented ISU for BSES Delhi , with Dynamic period control, for 200,000 high value customers. END to END implementation including Blue printing , Solutioning, Realisation and testing phase with support.

Have complete and thorough knowledge of Billing master data viz. Rate, Schema, Rate category.

As part of the implementation , was solely responsible to functionally implement PWB ( print work bench) which involved Batch printing through external Agency .

Implemented Bill delivery tracking system through ISU and JAVA interface.

Have been certified in SD module of SAP

Confidential,NAVI MUMBAI.

Job Title : Team member Client Services

Period : Nov 2006 to Jul 2007

Responsibility /Achievements:

Analysing and gathering the client requirements and presenting it to internal Technology ,MIS, WFM and Operation team.

Publishing the monthly and weekly performance of the Contact Center to the client.

Looking at opportunities to get business processes at the client end to the contact center.

In conjunction with the process team, develop the process documentation for the processes being implemented.

Coordinating between various internal departments (Viz., MIS, WFM, Portal, Technology and operations) to ensure the service delivery happens as per the statement of work.

Have conceptualized and implemented the CRM for streamlining the outbound activities.

Involved with process development and reengineering initiatives.

Job Title : Team Leader ( Operations)

Period : April 2004 till Nov 2006

Responsibility / Achievement:

Lead a Team of 20 Team Members

Provide second level support to my Team Members, maintaining the quality and AHT for my team, constantly monitoring the call queue for call flow, so as to maintain service levels and reduce the abandon percentage and taking escalated calls.

Prepare various reports to quantify Team’s performance, take daily briefings.

Prepare roster for the complete process, recommend leaves and maintain attendance. I prepare various reports as per client requirement and make daily MIS.

In charge of New Hires & Training on Energy Process

Handling Inquiries related to New Connection Process, Dunning Process, Change of Name, Correction, Bill Calculations for Various Tariffs, Calculation of Various Components of the bill (Delay Payments, Taxes etc)

Move In Move out Process related to Energy

Handling Complaints related to Devices (Meter), Bill Dispatch, Reading related

Payments related etc.

In charge of transitioning from legacy system to SAP Based system at Contact center
During Transition coordinated with the SAP developers to give them the Contact center requirements .
Recommended process changes as a result of the switch from the old system to the new

One. Trained Csrs & Did business Stimulation so that the Software could be launched
without any hitches.

Have been certified to train the end users of SAP.
Since in the Utility Business, we are end users of SAP –ISU CCS
As part of the customer service I am well versed with the CIC0 transaction

Concept of Service orders and contact logs and the various postings and
calculations in the Account Balance

In Absence of Manager: Have handled Process Independently.
Have been actively involved with COPC Certification for our Process, which we achieved

in Jan 2006 .Became One of the few Processes in World which achieved Unconditional
Certification in First Attempt.

I have been chosen as Best Team leader for Reliance Energy for 2 consecutive quarters.

Confidential,.

Period : Apr 2003 – Apr 2004

Job Title : Team Leader( Operations)

Responsibility/Achievements :

As a Team Leader ,I was responsible to provide second level support to my Team Members, maintaining the quality and AHT for my team .

Prepare various reports to quantify Team’s performance , take daily briefings to motivate my Team members and attend the conference call with the clients.

During my tenure as a Team Leader, I along with my fellow Team Leaders was asked to take care of the complete floor for a period of 1 month as all the Team Managers were scheduled for a refresher training.

Was Chosen as the TEAM LEADER OF THE YEAR 2003.

Confidential,
Period : Apr 2002 – Apr 2003

Job Title : Support Service Representative

Responsibility :

I use to provide technical support for US customers. The customers were the end users of a DOS based Hotel Management Software .

It was a software working on a network of 3 to 16 computers with P2P configuration and a server.

We use to completely support the Hardware(Computer, printer, modems, VSAT communication) along with the actual software.

Because of my exceptional performance I was given the responsibility to handle the escalated and unresolved issues before escalating them to the vendor .

Confidential,

Period : Dec 2001 – Jan 2002

Job Title : Team Member

Responsibility :

To audit the response timing for various sites under different conditions.

Confidential,
Period : Jun 2000 – Apr 2001

Job Title : Team Member

Responsibility:
I was responsible for splitting the whole project in different modules. Also I was totally responsible for designing and completing one of the modules using Java, Servlets , JDBC and HTML .

Eductional Qualification : B.E. (Electronics)

IT Skills

SAP SD certified
Well versed in all Microsoft Office Applications like MS Word, Excel, PowerPoint, Microsoft Visio.
Handled projects using Java, Servlets and JDBC

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