Customer Service Manager

MADHAVI ADABALA

* ****** **, ****** ** - *****

*******.*******@*****.***

Summary:

SAP FICO professional, with 5+ years of experience in SAP R/3 version 4.6C

~ ECC 6.0 (FI, Disputes & Collections and Insurance Claims Management),

configuration and implementation. 7+ years of IT industry experience.

Designed, configured and customized FI functionalities to map and validate

business processes on SAP R/3 with Implementation experience in FI (AP, AR,

and GL Accounting), FS Insurance Claims Management Solution and extensive

knowledge of SAP Loans Management Solution in Banking including 4 full life

cycle implementations.

Functional Experience

> Proficient in Planning, Gap Analysis, Design, Implementation, Trouble

Shooting, Performance Tuning, and User Training of SAP FI and FS-CM.

> Working knowledge of FICA.

> Expertise in creating functional specifications for FI and FS-CM based

upon the GAPs identified during requirement gathering process.

> Expertise includes configuring Disputes and Collections, Payment Program

Configuration, BP, Check Management, Dunning Process, Contract Accounts,

SD to FI configuration, IDOC processing through external Interfaces for

Bank, FI-GL, AP and AR.

> Expertise in configuring, adding, and maintaining functionality of

Insurance Objects, Internal Claims Type, Benefit Type Trees, FNOL (First

Notice of Loss) in the Insurance Module FS-CM and FS-RI.

> Proficient in financial accounting and controlling (FI/CO) module.

> Expertise in using Solution Manager Tool for Documents Management, change

request management and Issues Management.

> Expertise in using LSMW, ECATT, Smart Forms, and ABAP Queries. Possess

the ability to propose and justify technical solutions functionality.

> Expertise in creating Reports using Report Painter and Report Writer.

> Working Knowledge of Business information warehouse (SAP BW).

> Completely involved in the full implementation for clients from Scope

Study to Go-Live with Post-Go-Live support in various global projects.

> Excellent communication skills, exceptional ability to perform

individually, attention to detail, good interpersonal relations,

motivated and hard working are major strengths consistently cited by

managers and clients alike.

> High learning curve with the ability to embrace new tools and technology

with ease.

Work Experience:

Accenture., Various - USA

Consultant March 2010 - Present.

Bristol Myers Squibb 10/10 - till date

> Conducted requirement sessions to gather requirements for payment

process and disputes and collections for Wave 3 countries.

> Configured payment process for 6 countries and disputes and

collections application for Turkey Market.

> Gathered requirements for Disputes and Collections, configured and

tested from End to End.

> Wrote FDs for payment interfaces which send IDOCs to banks for 6

countries for different payment methods according to country's

requirements. Assisted programmers to modify the user exit for IDOC

generation for payment interfaces.

> Extensively participated in Unit testing, system testing, integration

testing and regression testing of the payment IDOC interface.

> Heavily worked on various inbound and outbound interfaces, successful

generation of IDOCs and the successful processing of the same on the

receivers side.

> Worked in HPQC extensively for creating test cases, scenarios and

coordinated with the testers for a successful completion of test

process.

> Heavily worked on support tickets, enhancement projects and

coordinated with offshore team for various ticket related work and

enhancement project to get work completed.

> Supported check printing software (FIWARE) with check requests created

in SAP AP application. Also helped the client with creation of new

check layouts for checks related to new bank accounts, testing of

printed checks with the Bank for print validations and moving these

new check layouts into production environment.

> Go live support, and successful transition of newly configured process

to the support group.

Dow Chemicals 06/01/2010-10/15/2010

> Conducted workshops to collect requirements and written functional

design documents for inbound invoices from employee travel expense

reimbursement system and outbound profile update after the invoices

from the travel expense reimbursement system are processed.

> Performed mapping of data and field validation for Invoice upload

interface.

> Collaborated with various teams across different geographic locations

to obtain test data for unit testing to be completed and code to be

released.

> Written test scripts for Invoices coming into ECC from various

Interfaces and executed them.

> Prepared product test readiness checklists for multiple interfaces.

> Own and support check printing software with check requests created in

SAP AP application.

Braskem Chemicals 04/01/2010-05/15/2010

> Conducted workshops to define scope and capture requirements in the

areas of CO, Fixed Assets, Project systems and Treasury.

> Helped the client to identify different process that needs to be

configured for achieving independence from Sonoco Systems after their

support period.

> Facilitated definition sessions with Braskem IT and finance

representatives to develop a clear list of prioritized requirements

and final list of RICEF objects for the subsequent phases of the

project.

> Written detailed requirements for all the identified processes and

obtained signoff from the process owners.

SAP Americas Inc., Various - USA

Applications Consultant Aug 2007 - Nov 2009.

Banking Loans Management Solution

> Loan Product Creation

> Loan Contract Creation.

> Loan Disbursement

> Loan Billing.

Auto Club Group 02/08 - 08/09

> Conducted Blueprint sessions, understood the existing functionality

and wrote process documents for FNOL.

> Mapped existing ACG system fields with SAP system fields to come up

with custom fields that have to be developed.

> Worked extensively on Business Blue print to identify the GAPs.

> Involved in several FS-CM processes specifically on:

o Configuring Internal Claim types

o Defining policy products

o Defining benefit types

o Correspondence Archive

o Configuring CAT Claims;

> Heavily worked on Solution Manager Tool specially on

o Uploading, modifying blue print documents.

o Changed project roadmap from standard to NAPMO roadmap.

o Generated Blueprint document.

o Realization phase.

o Issues management.

> Worked on the process SFC (Structured Fact Capture) for Home Owner and

Auto Insurance.

> Extensively used ECATT to create user data for logging in to Solution

Manager and Business Partner master data.

> Heavily worked on Office Integration for uploading correspondence to

SAP. This includes Data Mapping of the existing correspondence with

SAP Standard fields.

> Extensively involved in the Design Document and Functional

Specifications for GAPs related to Claims Handling and Payments.

> Created Demo for FNOL process that included SFC, notes templates,

internal and external correspondence.

> Provided improved solution for Correspondence and SFCs.

> Provided demonstration of standard and custom functionalities to the

client and showed expertise by having a Q&A session.

> Conducted knowledge transfer session with client.

CSI Leasing 09/07-02/08

> Configuration of Accounts Payable Sub modules like automatic clearing,

automatic payment program.

> Wrote user documents for all the Accounts Payable transactions.

> Changed screen layouts for providing appropriate information on the

screen with ease.

> Conducted knowledge transfer sessions to the users and showed them how

the information is processed for each AP transaction.

> Extensively worked with ECATT to create test data and ECATT recordings

for test case scenarios.

> Gave Solution Manager Demonstrations to show the users how it can be

used for document management and realization stages of the project.

> Coordinated and conducted integration meetings to bridge the gaps and

improve communications between different integration points of the sub

modules in turn leading to a smooth integration of all the processes

involved in the project.

Manufacturing client in IL, USA

SAP R3 FI/CO CONSULTANT 08/05 - 03/07

> Configured global settings, organization structure, and different

parameters for company, company codes, setup business/functional areas

and credit control areas.

> Configured fiscal year variant and assigned fiscal year variant to

various company codes.

> Configured posting period variant and field status groups for each

company code.

> Configured account groups in the chart of accounts and assigned number

ranges to account groups, created GL accounts.

> Configured bank account interest calculation types, prepare interest

calculation account balance, defined time dependent interest terms.

> Created customer account groups, assigned number ranges to account

groups. Created screen layout rules for customer master data.

Created customer master records centrally.

> Created vendor account groups, assigned number ranges to account

groups. Created screen layout rules for vendor master data. Created

Vendor master records centrally.

> Configured automatic payment program for outgoing payments for company

codes in AP.

> Configured manual clearing for inter-company transactions.

> Customized processing of incoming checks. Created various AP and AR

reports. Defined tolerance groups for employees.

> Maintained bank directory, bank master data and defined relationship

of G/L accounts to the bank accounts.

> Used LSMW to load master data from the legacy system into SAP system.

> Developed test plans and user documentation of test plans.

Client in St. Louis, MO

SAP Consultant 05/04 - 06/05

> SAP Implementation for FI/CO module including business process study.

> Global Parameters: Configured global settings, Organization structure

and company codes.

> Fiscal Year Variant: Configured Fiscal year Variant and assigned to

all company codes.

> Creation of Enterprise Structure: Defining areas for business, company

etc. and creation of posting period, fiscal year variant etc.

> General Ledger: Creation, data entry and maintenance of master

records, general/complex posting, creation of account assignment

> A/c Receivable & A/c Payable: Creation of master records, assigning

number ranges, defining reconciliation accounts, creation of house

bank, making down payment received and outgoing payments etc.

> Created Automatic Payment program for outgoing payments.

> Bank Accounts: Configured Bank Accounts, interest calculations and

Dunning.

> Asset Accounting: Creation of chart of depreciation and asset classes,

assigning of GL accounts and creation of assets etc.

> Controlling: Configuration aspects relating to Cost and Revenue

Elements Accounting and Cost Center Accounting.

> Test Plans and user documentation.

Wachovia Bank, VA

Teller 07/03 - 02/04

> Processed daily transactions, like deposits and withdrawals in an

accurate and efficient manner.

> Provided customer support by answering the questions and clearing

doubts.

> Increased customer relations by providing sales referrals with

appropriate products and services.

> Balanced cash transactions daily and minimized out of balance

occurrences.

> Effectively addresses customer serviced customer service issues and/or

escalated to appropriate person.

> Participated constantly with financial team members to consistently

meet or exceed customer service goals.

BuyDeal Inc., Elgin, Illinois

MIS Manager 06/02 - 11/02

> Setting up of Systems for the daily online transactions of the

organization.

> Shipment of the products for transactions everyday.

> Processing of orders received on telephone and online.

> Interaction with the other teams onsite for improving the

functionality of the web site.

> Interaction with the Software team for the constant enhancement of

functionality of the website.

> Testing of the improved functionality of the systems and website.

> Feedback for the modifications made to the website on a regular basis.

> Management of RMAs (Returned Merchandise), sending replacements to

customers, returning merchandise to vendors.

UNI-TEL., Dallas, Texas

Provisioning Coordinator 05/01 - 08/01

> Interacting between the software development team and the billing

department.

> Generated Reports for the landline customers using MS Access.

> Analyzed the reports for targeting more customers.

> Billed customers.

> Handled all billing queries from the customers.

> Analyzed Whole Sale and Retail Bills from Whole Sale vendors and

Southwestern Bell.

> Handled Marketing Campaigns.

> Customer Service.

> Opened technical tickets for the service and technical related issues

and handed over to the related department.

Hometrust Housing Finance Company LTD., Hyderabad, India

Assistant Manager 2/99 - 8/00

> Handled loan inquiries.

> Evaluated loan applications.

> Responsible for pre and post sanction procedures.

> Supervised daily activities of branch.

> Collected documents and disbursed loans.

> Managed funds for the loan disbursements of branch.

> Supervised accounting of Branch Activities.

Education:

> MIS from University Of Texas At Dallas, Richardson, TX. December 2002.

> Certification of Completion from SAP Education in

o AC200 - FI Customizing I (GL, AP, AR).

o FS212 - Banking Loans Management.

o SMI300 - SAP Solution Manager, Implementation tools in detail.

o FS330 - SAP Claims Management Overview.

o FS335 - SAP Claims Management Customizing.

o FS310 - FS-CD Collections and Disbursements.

o FS315 - FS-CD Customizing.

> Institute Of Cost And Works Accountants (ICWA) Of India, Calcutta,

India

> Stage IV of finals in Cost Accountancy. September 1998.

> MBA, Finance, from Osmania University, Hyderabad, India, August 1998.

> BS from Osmania University, Hyderabad, India, August 1996.

> Certificate in Intermediate in Cost Accountancy, Institute Of Cost And

Works Accountants Of India (ICWA), Calcutta, India, September 1998.

Projects:

Development of website for the ISOM department in the School of Management

at University Of Texas At Dallas, Richardson, Texas, December 2002.

System Design and Analysis of WWW.Hotwire.Com.

Financial Performance Analysis of Godavari Fertilizers and Chemicals

Limited.

Payroll Package for of Dr. Reddy's laboratories, Hyderabad India.

Academic Awards / Scholarships:

Dean's excellence scholarship for the Academic year 2002.

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