Shivanandan Venkatesh Mobile: 916*******, s27758@r.postjobfree.com

CAREER OBJECTIVE:

To excel my skills and reach the most challenging and rewarding position in the area of Accounting and Financial services. To play key role in the organization I am associated with, utilizing my skills, strength and experience for ensuring organization growth and personal.

EDUCATIONAL QUALIFICATIONS:

B. Com from Bangalore University, Passed out in 2002.

Intermediate from Karnataka Secondary Education Board, Bangalore. Passed out in 1999.

X standard from State Board of Secondary Education, Bangalore. Passed out in 1997.

SUMMARY OF EXPERIENCE:

• Currently working for Infor Global Solutions, Hyderabad as Financial Analyst since 12/10/2009.

• Worked for WNS Global Services, Mumbai as Senior Analyst, worked from 10/04/2008 to 5/10/2009.

• Worked for Infosys BPO Limited, Bangalore as Senior Process Executive and was with them from 27/01/2003 to 8/4/2008.

PROFESSIONAL ACHIEVEMENTS:

• During October 2009, I had got opportunity to travel to the corporate office of Infor Global Solutions at Atlanta, GA for a week for migration of Maintenance Renewal Process which I had transitioned successfully.

• During April 2008, I had travelled to client onsite Dallas, TX for migration of Airline Solutions Billing Process for 6 weeks at the time when I joined WNS Global Services, Mumbai. Completed and trained the new members within short time post transition.

• During August 2006, I had done my first onsite transition to California, LA as Subject Matter Expert for migrating Retail Banking Process for a month for one of the client at Infosys BPO Ltd, Bangalore.

• I have been successful in training the new team members on the process.

• Have gained confidence in interacting with internal and external customers through my past experience.

• Have improved my Business communication skills.

• Have gained exposure to Team handling and customer query handling skills.

• Have received many ramp awards for being best performer when I had been with Infosys BPO Ltd.

• Have received good feedback from internal and external customers’ for my quality work.

• Have been successful in providing ideas which had lead to process improvements.

• Got exposure to BPO and IT operations.

RESPONSIBILITIES HANDLED:

1. Infor Global Solutions, Hyderabad : IT Finance Operations

a) Support Account Manager (SAM): Following are the responsibilities that I handled as SAM from October 2009 to June 2010:

• Ensure to initiate the process of support maintenance renewals.

• Sending Maintenance Renewal Notification to the customer on time.

• Negotiation of uplift with the customers.

• Sales order creation and pushing the orders for invoicing.

• Managing renewal opportunity of the customers.

• Handling customer queries efficiently.

• Co-ordinate with Channel Partner for customer renewals.

• Processing credits when required.

• As Subject Matter Expert in the process, helped the team members to handle customer queries/escalations efficiently.

• Sending necessary production reports to my manager on time.

• Co-ordinate with collections team to handle to delinquent customers.

• Worked on adhoc requests from the internal customers.

• Training the new team members on process.

b) Data Management Team (Lead): I was identified for a new role since July 2010 and moved to this new role. Following are the responsibilities which I handle as a Lead:

• Currently handling team of 4.

• Ensuring team members understands the importance and impact of the projects that are worked on.

• Assigning the tasks to the team members.

• Monitoring the work of the team members.

• Sending daily reports to the counterparts on time.

• Actively involved in the UAT while migration of data from one platform to the other.

• Discussing the challenges involved in the projects handled and suggesting improvements to complete the project efficiently within the agreed TAT.

• Ensured that the team members complete the daily tasks within the agreed SLA’s.

• Actively took part in the weekly dash board calls with the counterparts.

• Co-ordinate with the counterparts in getting the clarifications answered.

• Maintaining the Installation Data Base of customers accurately.

2. WNS Global Services, Mumbai : Billing Process (Airline Ticketing Solutions client)

As a Billing specialist, the responsibilities handled were:

• Running Monthly Booking Reports of the customers on time.

• Creating Sales orders and invoicing the orders in SAP.

• Creating of data base in SAP for new customers.

• Sending monthly journal entries to the finance team.

• Ensuring to finish the assigned tasks per agreed SLA’s.

• Running ageing reports and co-ordinate with the customer to get payment confirmations.

• Sending material breach letters to the delinquent customers.

• Running late fee reports in SAP and charging customers’ late fee on their monthly invoices on the delinquent accounts.

• Processing new contracts and uploading the contractual prices in the database.

• Sending out the PDF invoices to the customers on time.

• Training new team members

• Sharing the business updates with the team which has been received from the clients.

• Preparing production reports and sending to internal manager and client manager in a timely manner.

• Keeping the process manuals up to date by including all the exceptions scenarios and updates received from the clients.

• Worked on adhoc requests from the internal customers.

3. Infosys BPO Ltd, Bangalore: BPO Operations

I had worked for the following industries and gained good insight on the business and operations:

a) US Mortgage Process : Rate Lock confirmation and Rate Lock Extension

b) Retail Banking Process : Verification of Deposits

c) Canadian Insurance Process : Premium Accounting

d) US Telecommunication Process : Billing of telecommunication and video services.

The responsibilities that were handled as Senior Process Executive for the above processes were as under:

• Processing of Transactions as per SLA’s agreed with the clients.

• Ensured to meet the target volumes with accuracy.

• As a supervisor, handled the team’s customer queries/escalations and getting them to resolved status.

• Sending production reports to TL/Managers on time.

• Training the new team members on the process.

• Sending necessary confirmation/data/reports/invoices to the customer in a time.

• Prepared Flow charts of the process.

• Keeping the procedure manuals up-to date.

• Sharing best practices amount the team members.

• Sending reports to the clients.

• Worked on the Adhoc requests received from the internal and external clients.

Trainings undergone:

Following are the list of training programs that I had undergone during my tenure with my employers:

a) Basic Lean Program

b) Business Communication Skills

c) Email Etiquette

d) Stress Management

e) Presentation Skills

PERSONAL PROFILE:

Date of Birth : 29th April 1982.

Marital Status : Married

Passport No : E7437896

Visa Validity : US B1 & B2 valid till July 2016.

Address : 269, Gokul Plots

Venkataramana colony, Kukatpally 9th Phase,

Hyderabad 500082.

(Shivanandan Venkatesh)

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