Ranjeeta

E-mail:

ac0vdu@r.postjobfree.com

Phone:

+61-449-***-***

Summary Overview

Ranjeeta is highly motivated, resilient, compellingly persuasive individual who loves nothing more than helping customers resolve their issues. Customer Service Officer blends SAP training Victoria University, Melbourne with internship and call center experience in a logistics, Sales and Technical Support. Fast learner committed to customer satisfaction, managing customer conflicts and complaints.

She has outstanding interpersonal and communication skills with the track record of working with KPI's and targets, driving solutions and to work effectively under stringent schedules.

A confident and articulate communicator capable of inspiring strong collaboration in an organization. She has been involved with Customer Satisfaction activities, Project Administration/Coordination including variation entries, cost and revenue updates/ forecasting Invoices and monthly reporting.

Key Skills

Data Entry/Invoicing

SAP Experience

Excellent written/verbal communication skills

Organised

Strong attention to detail

Ability to work to strict deadlines

Team Player

Functional/Industry Experience

Manufacturing

Customer Service

Logistics

Exposer to tools: SAP (APO, PP, MM), SAP CRM, BEx Analyzer, Predictive Analysis, Xcelsius, Crystal Reports, Excel Access, Visio, Citrix, Office365, Active Directory, ETL Tools (SSIS, Cognos).

Other skills: ITIL Foundation Level

Programming Languages: MS SQL, PHP, JavaScript, JQuery, CSS, HTML Basics.

Employer: Integr8it Jan 2017- Till Date

Project: Process Improvement

Role: System Analyst

Working as System Analyst for their in-house knowledge base implementation project to improve the service delivery process.

Employer: CTG Technology Services Aug 2016 – Dec 2016

Project: Cloud Implementation

Role: Operations Analyst

Worked as Operations Analyst for one of the Australia’s Leading Catchment Management Authorities.

System administration and Preparation of reporting on an ad hoc basis.

Contributing to procedural documentation and knowledge base as required.

Assisting with monitoring of client servers and providing fixes as required.

Contribute to the design and implementation of projects.

Providing exceptional customer service at all times either by Phone, remote &

email support.

Escalate issues to other teams where appropriate.

Employer: Freelancer Jul 2013 – Till Date

Project: POC HR System Jul 2013 – Till Date

Client: ERP Scholars/ SAPvits

Role: HR Process Analyst

Identified and reported system issues/glitches to Peoplesoft team to initiate testing, reach resolution and process corrective measures related to job assignments.

Designed and developed blended learning solutions that achieved the knowledge, skills, and behavioral changes needed to meet business goals.

Resolved employee concerns regarding salaries, benefits, and other pertinent information.

Maintained employee record and recruitment requisition files, audits and projects as required.

Managed applications, initiated background checks, and assembled hiring packages.

Conducted employee skills assessments, evaluation interviews and referral Program.

Employer: Ratchet Infotech Aug 2012 - Jul 2013

Project: ERP Support

Client: Al Noor Hospitals, “Your Health is inn Safe Hands”. It has become Abu Dhabi’s largest private healthcare company with service excellence and innovation in DNA as continue to unlock new milestones in healthcare and adopted the latest technological advances and became the “firsts” to provide laparoscopic (keyhole) surgery, in-vitro fertilization (IVF), open heart surgery, renal dialysis unit, plastic surgery and sports medicine services in Abu Dhabi.

Role: SAP Administrator, 12 Months

Health IT Assessment Lead - Hospital Information Systems, Patient Administration System (PAS), EMR, Clinical Information System (CIS), Main Stores & Pharmacy Distribution System, House Keeping Management System etc.

Gathered Business-User requirements and understood the requirement in discussed with the stake holders and product managers.

Worked effectively with other businesses to gain insight to ensure any future foreseeable or potential risks, impacts or call outs are mitigated early.

Understood the business objectives of the organization to ensure systems capability aligns to meet long term benefits.

Manage KPI of each unit in (HIS) and maintain financial forecast, revenue and operating costs.

Specialized in Healthcare Applications Risk management and Compliances & Document management like records management within the delivery of a program. Management of electronic and hard copy records and their updating status.

Proficient in gathering business and technical requirements from both formal and informal sessions through interviews, NetMeeting, video conferencing and conference calls.

Possess very good organizational skills, with the ability to multi-task and deal with shifting priorities to meet the necessary deliverables.

Experience in developing Test Plan and Test Cases as per the business process requirements to match the functionality requirements.

Improved the new revenue cycle management and Electronic Medical Record (EMR) for Corporate Clients, Medical Tourism Patients, Insurance Companies.

Employer: IBM Daksh Jan 2011 – August 2012

Project: GERP Jan 2011 – Aug 2012

Client: ABInBev

It is based in based in Leuven, Belgium and leading global brewer and one of the world’s top five consumer products companies. The company strives to be the Best Beer Company Bringing People Together for a Better World.

Role: CRM Executive

Maintained strong relationships with multiple departments across the business and acted as a conduit within the organization to ensure other processes are being heard tested and supported rollout of system improvement/solutions

Worked closely with Marketing, Sales and After-Sales departments to ensure the CRM works effectively for all aspects of the company.

Oversee (with Systems Administrator) all updates and changes to products get communicated in a timely manner and communications with customers through the CRM.

Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

Maintained and managed end to end processes required for any changes to systems and ensure timely Ensure the database is segmented effectively for targeted marketing activities.

Oversee the migration of all direct communications to lower cost mediums such as SMS, email and Social Networks.

Developed testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

Employer: Kochar Infotech May 2006 – Jun 2009

Project: ERP-WM Program Jul 2008 – Jun 2009

Client: RFL Hospital

RFL (Respect for Life) derived from Sanskrit, Namaste means "bowing to you”. The Hospital is “Patient and Family Centric” approach with 345-bed, multi-Specialty tertiary care hospital with 6 thrust areas.

Role: Healthcare Project Coordinator

Planned, organized and coordinated HMS ClincDoc implementations for hospital nursing and clinical ancillary departments within the hospital.

Transferred and trained the medication clean-up process to staff to complete on an on-going basis in preparation of the EMR go-live.

Developed training materials, schedules and participated as lead trainer for multiple disciplines of EMR.

Experienced in developing Test Plan and Test Cases as per the business process requirements to match the functionality requirements.

Identified the security risks in the HIS (Hospital Information Systems) that being built and address them in the requirement document to avoid the security breaches.

Documented workflows and executed comprehensive training plan to medical staff that more than doubled EMR access (from 45% to 100%) and usage (from 35% to 80%).

Reviewed, analyzed and created detailed documentation of business systems and user needs, including workflow, program functions and steps required to develop or modify application programs.

Project: GBI-ERP Deployment June 2007 – June 2008

Client: Global Bike

Global Bikes Inc. (GBI) was founded in 2001 following the merger of two bicycle manufacturers from USA and Germany, GBI has three lines of business: deluxe and professional touring bikes, men’s and women’s off-road bikes, and bike accessories. GBI sells its bikes to a network of specialized dealers throughout the world, and it procures its raw materials from a variety of suppliers globally. GBI has two manufacturing facilities, and three warehouses, spread across US and Germany.

Role: Technical Support Analyst- SAP SD/ MM, 12 months

Conducted critical reviews of processes and look to improve and supported management team confidently as a ‘super user’ of all systems and advanced system user training

Organized active campus support through SCM workshops and SPOC for data validation to the Enterprise SAP Global Support team for all SCM areas.

Worked with the solution designer(s) to propose alternative solutions and technologies that which brought high quality system solutions to meet desired business goals.

Identified and Overhauled campus requirements for SCM, and Chemical materials during a SAP Implementation Go-Live.

Develop eCatt (SECATT) Scripts for mass role creation, changes, mass user creation, and change tasks.

Assisted in project management, planning and coordination activities during project testing phases.

Responsible for successfully delivering and writing SAP business training documents for SAP ECC 6.0 cross functional applications.

Planned and conducted unit, systems and integration testing and user training materials that ensured the quality of the product as well as its smooth execution of the process.

Project: Integrated Application Planning -ERP May 2006 – May 2007

Client: Samsung India

Samsung has evolved to a world-class corporation with businesses that span advance technology, semiconductors, skyscraper and plant construction, petrochemical, fashion, medicine, finance, hotels and more. Our discoveries, inventions and breakthrough products have allowed us to be a leader in these fields, constantly pushing the industries forward.

Role: Technical Support Analyst, 12 Months

Managed all IT reports and cut off for SAP System with the Systems Administrator and ensure end to end processes required for any changes to systems and ensured timely communications to key stakeholders

Worked with system administrator/ IT to ensure system reflects up to date information and any changes/upgrades at appropriate time and given direction in a timely and seamless fashion

Documented "as-is" and "to-be" processes - identify gaps with existing functionalities and Worked closely with Developers and other project team members for successful Go-Live of project.

Adapted strong stakeholder engagement and managements skills including stakeholder matrix and communication planning.

Worked closely with both business and technology key stakeholders to identify requirements

Facilitate implementation of system - internal platform, SAP SCM & CRM.

Analyze how changes and solutions impact operations, processes, attitudes and behaviours for BaU.

Provided end user training where required on technical changes to processes with having capability to build SOP’s along with team guidance and support

Provide level 1 & 2 Application Support (recreate issues, test scenarios, manage short term and long term solutions).

Education & Trainings

Education

Master of Business in IS & ERP, Victoria University 2015

Master of Computer Science Guru Nanak Dev University 2010

Bachelor of Information Technology, Guru Nanak Dev University 2006.

Trainings:

SAP Solution Manager, ChaRM

PD Workshop (Professional Development): Assertiveness

Workshop on Data Harnessing

Awards / Recognitions

Awarded by ABInBev for the contribution in sales in 2012.

Awarded by Platinum Service award at IBM Daksh for customer service.

Awarded by Pinnacle Award at Kochar Infotech for top performance.

Recognized for proactive Customer Service, by Kochar Infotech 2006.

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