Customer Service Management
Resume:
REENA DESAI, MS CPA
Objective: : Seeking a challenging position as SAP Business Process Manager with SME and process expert status in which my knowledge and skills will be utilized to meet company’s objectives and will develop new interests and strengths in different areas of SAP ERP implementation and systems maintenance
Qualifications:
Project Management: Lead Fixed Asset Module for 7 full cycle implementations with 7 billion CAPEX spending for SAP and Peoplesoft ERPS for Wireline and Wireless businesses respectively working with the business unit to develop business requirements, project deliverables, specifications, business architectural models, and use-case scenario specifications; applying project management processes/tools and ASAP implementation methodology
Business Partnership : Work with the business unit to develop business requirements, project deliverables, cost/benefit requirements, specifications, business architectural models, and use-case scenario specifications; applies project management processes/tools to manage and track all projects; communicates issues, concerns, risks, and other project information as needed. Identify initiatives through input from business partners, and meet with senior business team to discuss changes in the business and resulting system impact and changes.
Customer Service Orientation: Think proactively and independently about business partner’s needs and collaborates with them to develop best approaches to certain issues. Perform independent review of problem situations; review processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality. Facilitate the implementation and support of SAP and PeopleSoft functionality and overall performance, while maintaining a high degree of customer satisfaction.
Accounting/ Finance SME: Leverage solid Accounting and Financial Reporting knowledge to build systems with robust internal controls, reengineer processes and redesign system to address control loopholes. Publish internal policy white papers for GAAP interpretations and implications of process changes to system changes. SME for process designs, process re-engineering and business analysis with financial implications to system and upstream down stream impact analysis.
Professional Experience:
Verizon Communication Inc August 2012 – Present
Program / Project Manager and Business Process Lead: Fixed Assets
Support Finance Transformation Initiative for multiple releases with full cycle implementation on multiple ERP platforms. Act as a process lead and cross functional liaison between business, Engineering and IT teams for E2E Fixed Assets (FA) implementation. Successfully implement new releases by applying team work philosophy as a inter department customer service agreement which spans across 4 fixed asset groups and multiple upstream/downstream engineering and operational business owners, with CAPEX scope of over $7B annually. Ensure key SOX controls and GAAP compliance are embedded in the FA system and drive results in a fast paced and dynamic environment.
Project Preparation and Blueprinting: Works closely with business partners to define financial requirements for the SAP application. Perform process review for As Is and Fit gap analysis, Requirement gathering and Developing RICEF catalog.
Perform solution architecting workshops with business managers, engineering system owners and end-users to determine the functional requirements
Perform fit gap analysis and blue printing, determine and prepare process flow maps, map requirements to existing functionality under Quad Approach ADOPT, ADAPT/ADJUST, ABSTAIN,ADD, and determine new ricefs object requirement. Typical ricef catalog of 25-30 ricefs for Inbounds, Outbound, Enhancements and Reports for 6 million asset base.
Realization: Approve design and development decisions by reviewing functional specifications, LOE, technical designs and monitor development of ricef objects.
Review functional spec to extract information with reference to functionality of RICEFS deliverables by IT development and develop guidelines for testing strategy to have adequate testing coverage for the functionalities listed.
Develop and track test plan for multiple testing cycles ( FUT, ITC, UAT and Regression Testing). Develop individual as well as end to end test scenarios (positive and negative) to validate objects functionality. Co-ordinate with team of testers to assign testing of objects, facilitate defect resolution and signoff for test completion
Drive execution of test cases and analysis of results to ensure desired and listed functionality by RICEFS and meet testing cycle deadlines.
Drive defect management process in HP QC12. Work with abap team to identify problems in programs, answer their questions and help better problem definition to expedite defect resolution
Co-ordinate and communicate functional and technical issues with IT functional, development and other cross functional team members, follow up for resolving issues, review possible solutions, offer suggestions and insights for potential solutions, drive for process improvement by highlighting financial reporting risk if the functionality is not developed as per specification, co-ordinate and follow up with management and development team to escalate, communicate and expedite closure of issue.
Worked closely with ABAP team to develop custom products, design specs and technical trouble shooting.
Managed daily operations and team of consultants responsible for functional delivery of implementation projects.
Lead Mock and Production Asset Conversion for 1- 6 million legacy asset base and support 6 million assets:
Work with legacy system team to analyze data to fit receiving system requirements and build sub ledger where assets are maintained manually outside the system. Perform data mapping and work with cross functional teams to create master data to support new mapping requirements.
Develop conversion validation strategy for millions of records by listing validation criteria, working with business and IT to identify time line and assign task to conversion team
Perform data scrubbing: Maintain continuous feedback on data cleansing with IT, legacy system team and business through mock cycles and provide plan of action for cleanup of bad data or other data anomalies identified during mock load validations.
Perform GL to AM sub-ledger balance reconciliation, address risk and provide resolutions on any for out of balance situation. Co-ordinate and assist with further research on reconciliation projects.
Utilized LSMW and custom SAP programs to load assets.
Cutover Planning Lead: Prepare cutover plans for multiple releases by
Preparing list of cutover activities pre and post go live with duration, scheduling and ownership
Participate in cross team cutover planning and scheduling
Cutover POC for timely execution monitoring and escalations.
Training: Conduct knowledge transfer and training of end-users, including sharing best practices
Supervise training content development and end user knowledge transfer to internal and external users via WebEx training sessions. Develop templates and documents for engineering system users and desk procedures for accounting users.
Coach, train and manage consultant resources to meet deliverables for release implementation
Act as primary POC for process guidance and liaison with other functional teams for process improvisation implementation.
Work with OCM team with change management implementation
System Support Asset Lead.
Gather and analyze data and reports that pertain to the overall operation of system and completes reports summarizing activities and trends.
Support interfaces and processes related to asset inbounds and outbound with design changes, defect management and periodic production runs. ESPX POC for job scheduling, variant set up and job monitoring.
Identify Opportunities to migrate technical functions being performed outside of this organization and migrate them within.- Provide current updates to changes and system issues to clients
Actively participate in design, development and testing of Error Management Facility for AM module.
Production support for multiple releases.
Provide SME expertise on accounting impacts of proposed changes to programs in production.
Change Request (CR) Management: Managed relationships with PMO and end Business partners to support business change requests. Perform requirement gathering for new products and enhancements for existing products. Perform cost benefit analysis for changes to be reviewed by CCB for funding approval, work with CCB for approval, perform design analysis, functional spec review, and development oversight and develop test strategy and perform testing with external engineering systems for major CRs. Support post production CR stabilization efforts.
SOX and Security Functions:
Develop SAP Roles in compliance with GRC model and perform risk assessment and analysis for sod . Enforce strict adherence to SOD rules for role development.
Data trustee for role approval in SAP. Review roles with comprehensive access request for SOD, follow up with role requesters for violations and mitigate violations via compensating controls or education on how fraud can be perpetrated with uncontrolled and inappropriate access.
System’s Audit: Work closes with Internal Auditors on SOX controls testing for interfaces, answer queries, perform walkthroughs to explain customized processed and configurations.
Internal Control Analysis and system design analysis.
Interface management:
Lead and actively manage ESPX initiative as business POC for ESPX and external system. Efforts include meeting with external systems to gather requirements on variants, listing outbound, inbound and in box job scheduling. Actively drive manual on demand job execution process to ensure programs executed and file transfer request processed without delay.
Special Projects: Co-ordinate and gather information from groups where issue originated,rope in affected parties,perform data mining, data analysis to ascertain depth and breath of problem and modules affected, and prepare presentation aiding management to present Financial Reporting group with potential solution and follow through implementation of solution
Conducted business case analysis for Tax group for inaccurately calculated tax due to system glitch and saved 6.7 million dollars for the company as over paid sales tax refund claim.
ERP Pain point analysis. Identify ERP pain points for suggestion to ERP vendors for improvisation.
Pursued Consulting from 2005 to 2011.
McKesson (US Pharmaceutical Distribution), Carrolton TX Aug 2011 - Dec 2011
Senior Financial Systems Analyst
Responsible for testing 175 Accounting procedures for $90 billion Pharmaceutical Distribution division of the company. Procedures encompassed different areas of G/L including inter-company transactions, AR, AP, Field Accounting, and Fixed Assets, marketing, billing and other stand-alone functions.
Designed and implemented testing method, coordinated with senior management and staff responsible for the area of G/L to implement testing.
Determined ability of the procedure to be functional and stand alone, suggested improvements and changes to existing procedures to ensure they are functional and logically consistent.
Assessed and identified processes where procedures were missing, estimated time for completion and coordinated with performers to complete documentation and testing.
Extensively used various modules of SAP FICO module
Mapped out structure of access database, defined input and output and design of related tables, forms and reports for Reconciliations Certification Process (RCP) checklists and communicated the requirement to database developer.
Prepare SAP FI/CO Modules testing templates for different T. Codes used in FI/CO.
Gather business requirements and prepared documents for testing process.
Extensively used different modules of SAP FICO module for FI-GL, FI-AP, FI-AR, Banking and CO-CCA and CO-PCA for different business process.
Database Design: Map out structure of access database, define input and output and design of related tables, forms and reports for Reconciliations Certification Process (RCP) checklists. Communicate the requirement to database developer.
Dr. Pepper Snapple Group, Plano. Feb 2011 – May 2011
Senior Accountant
Maintained monthly and yearly trade reconciliation and reports tracking $42 million worth monthly of promotions, accruals, deductions, and spending for Mott’s North America and Canada division.
Analyzed and maintained balance sheet accounts and suggests and carries out closures and recluses to maintain integrity and timeliness of data.
Maintained monthly account reconciliations for North American and Canadian accounts totaling over $100 million and worked to determine and evaluate risks and/or opportunities within accounts.
To liaison with SAP Business team and SAP Configuration team, get the requirement from business and document them with gap analysis.
Reconciled differences connected with migration to new version of SAP and develop templates for new system.
Trained client staff to use new version of SAP. Organized and developed class content and conducted user training sessions for empowering users in various transactional and reporting capabilities in SAP ECC6.
Month End Close: Provided support for month end. Identify issues with transactions not posting to FI. Identify mandatory field’s requirements for new system and communicate to end user.
Mattress Giant, Addison TX Aug 10 – Dec 10
Senior Accountant
Maintain Fixed Asset System: Set up Assets, Calculate Depreciation, Run reports (like NBV, Aksum Depreciation, and Total Depreciation to be booked, and list of assets to be written off. To reconcile FAS to GL. Run reports and extract information as requested by management. Track CIP invoices for upcoming stores and transfer balances to capitalize them at the end of gestation period. Audit invoices submitted for repairs v/s capitalize coding.
Improvised Store Ranking report used by upper management by using pivot tables.
Designed Allocation Entry templates to streamline and expedite the process.
Special Project: Escheat Clean up. Determine escheat liability by unwinding data for past 3 years. Ad hoc projects as per management request.
Month End Close :Prepaid, Accruals, and GL reconciliations
McAfee Inc., Plano TX April 10 – July 10
Senior Corporate Accountant
Analyzed balances and business drivers for assigned accounts and reconciliations.
Prepared detailed analysis of expense accounts to stream line expense accrual process. Analyzed trends in terms of dates and amounts by creating pivot tables to identify payment patterns and come up with reasonable estimation technique for future accrual for identified vendors.
Created model for AP run rate analysis using pivot table.
Reconciled assigned accounts and prepared narratives for variance analysis
Prepared monthly reports in a timely manner and assist in report development (quarter & month-end).
Provided recommendations for process improvements and aid in the proper documentation and validation of procedures to ensure SOX compliance (draft/update desk procedures).
Maintained prepaid schedules, calculating amortizations and audited prepaids.
Prepared bank reconciliations for all cash accounts and maintained cash clearing accounts
CBRE, Dallas TX Oct 09 – April 10
Senior Accountant
Successfully completed billing reconciliation project with Tech Services Accounting Group from 10/09 – 12/10
Managed FDIC a/c in International & Global Corporate Reporting Group (Dec to April 2010)
Designed and developed billing model to automate manual billing process resulting in substantial reduction in time to prepare billing package. Accounting for Revenue and AR being manual for FDIC clients a model was needed to calculate individual expense vouchers as well as consolidated billing statement based on information received from other groups to generate a billing package.
Provided innovative and permanent solution to solve recurring customer query resulting in reduction in rejection rate of billings and post billing follow up with filed.
Draft desk procedures on processes.
Responsible for journal entries, EOM accruals, site billings, process incentive fees and commissions, process wires and AP check request, accrue & book management fees and ad-hoc projects.
Performed billings for Phase I and Site Inspections.
Lennox International Richardson, TX Nov 08 – April 09
Accounting Analyst II
Responsible for all inter-company accounts between SEI US, SEI Canada and all other Lennox entities (23 I/C accounts)
Process inter-company transactions between SAP and AS/400 ledgers for US and Canadian Centers.
Responsible for consolidated billing allocations to both US and Canadian centers
Prepared month end balance sheet accounts reconciliations for P&L review.
Interface with AP, other financial reporting groups (Lennox entities) and external divisions to accomplish objectives.
Prepared and reviewed bank reconciliation, journal entries, month, quarter and year end close duties in high volume and deadline driven environment.
Mentored new hire on work flow process and SAP.
Professional Certification
CPA – Licensed with Texas State Board of Public Accountancy 2009- Present
M.S. (Accounting/Finance) GPA 4.0 May 2005
University of Texas at Dallas, Richardson TX
Education:
North Maharashtra University, India
MBA Finance May 1996
M.S. University of Baroda, India
Bachelors of Commerce (Accounting & Auditing) May1993
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