Global Billing Operations Analyst Resume Profile

PROFESSIONAL SUMMARY

International Business Management Professional with previous work experience and training in SAP SD. Skilled in location,spatial, risk, financial, and statistical analysis. Passion forinternational business, supply chain management, logistics and enterprise resource planning with commitment and drive to succeed. Outstanding communication and negotiation skills.Understanding of RICEF Workflow and OTC Process along with configuration and implementation of sales orders and pricingin SAP SD Module.

WORK HISTORY:

Confidential

Global Billing Operations Analyst

Provided end-to-end resolution of inquiries and investigations for various Citigroup Global Billing products in order to enhance the client experience with the goal of driving down inquiries, increasing quality and reducing cycle time.
Handled ownership of end-to-end case management.
Leveraged product knowledge to research and resolved investigations within standards.
Liaise between Service Representatives Clients for timely problem identification and resolution and provided real time support.
Participated in client conference calls.
Partnered with product/process specialists to develop and maintain process product knowledge.
Worked collaboratively with teammates and internal teams to exceed client's expectations.
Worked independently and efficiently to achieve high level of productivity.
Executed against strategies to drive down inquiries cycle time and increase quality.
Proactively identified issues and engaged with clients to communicate opportunities to enhance their internal processes.
Created and maintained a strong network with internal colleagues, stakeholders and external clients.

Confidential

SAP Functional Consultant

Understood business processes, studied and analyzed workflow to design solutions.
Handled configuration of various documents, order type, delivery type, item category, and billing type.
Defined SD organizational units and assigned them in customizing.
Created master data for customers, materials and customer material information records.
SD Process: Generated sales documents and controlled them using document type in IMG.
Item category determination at item level.
Schedule line category at schedule line level.
Shipping Process: from delivery to PGI.
Pricing: Used condition technique i.e.: procedure, condition types, access sequence, condition tables, condition records, and pricing procedure determination.

Confidential

SAP Production Support Analyst

Involved in post go live support activities.
Analyzed the incident tickets to providea permanent solution.
Analyzed the problems to provide a solution to the user generated errors and incidents.
Communicated with the quality accuracy developing team regarding issues.
Provided solutions to user generated errors on various subjects like pricing sale document, item category and schedule line category.
Implemented SAP functionality and developed business processes for the required scope of the project.
Reported progress and status issues to the project managerlead on a weekly basis.

Confidential

Credit Collections Analyst

Communicated with consumers by telephone and approved written correspondence in attempt to bring resolution to delinquentcredit card and medical accounts.
Supplied thorough customer service, maintained positive client relations, and worked efficiently in the name of the client.
Provided thorough, efficient, and accurate account updates on computer files for each call made or received.
Analyzed and assessed financial situations of consumers and set-up payment plans with follow-ups accordingly.
Demonstrated effective skip tracing techniques by locating debtor contact information using LexisNexis and credit bureau data.
Adhered to quality and compliance with all applicable federal, state, and local laws and regulations that regulate the collection industry FDCPA, HIPAA .

Confidential

Financial Services Representative

Marketed and sold appropriate MetLife products including life insurance, disability income insurance, long-term careinsurance, annuities, and investments.
Utilized data, market trends, and industry knowledge to develop and implement a personal business and marketing plan.
Analyzed, prepared and delivered presentations and seminars to clients through the effective use of information, data and product knowledge.
Sold products that are aligned with individual client needs and that are in the best interest of the client.
Demonstrated outstanding client service and support by continuing to assist current clients in achieving their changing financial objectives.
Actively participated in on-going training as provided by the company.

TECHNICAL SKILLS

ERP: SAP R/3 4.6 4.7, SAP ECC 6.0- SD

OS: Windows Server 2012, Server 2008, 7

Database: MS Access

Tools: MS Office 2010, Office 365, SharePoint, QuickBooks 2013, ArcGIS 10, IBM SPSS

Statistics 21, Google Apps for Business

Certification: Microsoft Office Specialist MOS Master, Microsoft Certified Professional MCP ,

Microsoft Technology Associate MTA

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