Customer Service Manager

CHANN VUPPALAMARTHI

*********@*****.*** 732-***-**** 28F READING RD, EDISON, New Jersey 08817-2177

Summary

Total 19 plus yrs. of accomplished & proven expertise in Owning & Leading the IT Program Management & Business Transformation/Continuous Processes Improvements

Trusted leader, expert facilitator, mentor and strategist to navigate & execute by integrating diverse business functions, processes, systems, technologies and people within the enterprise to a common objective or strategy.

IT Program Management:

Certified CISSP, Comptia Security +, AWS Solution Architect, ITIL, PMP, Cert Scrum Master, ERP SAP FICO. Delivered ~>25M+ IT capabilities in Cyber Security/Information Security, ERP Global Deployments & IT Modernization

Successfully completed M&A for a suite of Identity and Access Management Tools (Avatier, SSO, Ping Federate, RadiantOne, SailPoint, ILM-MS-MIM/ForeFront Identity Management, RadiantOne FID, CyberArk) between 2 Health Care and Life sciences client.

Successful track record of delivering IT Capabilities in the areas of M&A, Cyber Security, Compliance, Risk and Governance, IM & Analytics, ERP (SAP & Oracle), Cloud Deployments/migrations (AWS), Customized Software Development and integration in highly regulated environment for fortune 500 clients

Proficient in E2E Program/Project delivery- Prioritization, Business Case/Funding, schedule management, Scope management, Project Financial Management, HW/SW/PS Procurement Management, Risk/Issue/Decision/Action, Change management, Gates management and effectively driving multiple teams, managing cross functional stakeholders, conducting workshops, focused group sessions, design, build test and deployment sessions to meeting strict, quality, regulatory compliance requirements. Hiring, Coaching and mentoring PM's BA's and Technical staff.

Extensive experience in realization of Enterprise Cyber Security vision/Road map in Identity & Access Management, EndPoint Security, Governance, Risk & Compliance, (IAM, Privileged Identity Management, Next Gen Firewalls, IDS, IPS, DLP, App Whitelisting, Deception Techniques, Network Segmentation, File Share, Access Management, Encryption Technologies, Global Risk and Compliance, Vulnerability & Pen Testing etc.), big and small in HIPAA, GxP, SOX,.

Mentored Global SAP FI, CO & HR Modules rollout for a Mining Client. SAP went live for SA (6 Plants), US (3 Plants) & AU (4Plants) successfully

Business Transformation/Process Excellence/Continuous Improvements

Accomplished & successful in executing Business Transformation/PEX/CI in medium to large scale enterprises using Lean Six Sigma

Expert in Using, training and facilitating Continuous Improvement Methodologies like, Lean Six Sigma, BPMS, Process Re-engineering in delivering Process Excellence, Simplification, Standardization, Cost out, Customer Satisfaction & Business Transformation

Certified Master Black Belt (LSS) from Genpact/GE - Improved the Cash Flows by $17MM & Revenue savings $5MM for a CPG customer & earned gain share for Genpact – established an efficient and repeatable strategy to consistently hit the AR% and collections efficiencies. Mentored 54 projects (BB + GB + others) in diverse business functions/sectors - F&A, HR, SCM, Sales, R&D/BFSI, CPG, Pharma, Hi-Tech Customers. Logged 14+ weeks of Training BB's, GB's, & YB's. Accomplished 2MM perennial savings on P/L by reducing the call length from 12 min to 4 min, improve customer retention and satisfaction by ~7% - gave 20X improvements for their investment. Redesigned/Re-engineer the refunds process, improved the BBB ratings, customer satisfaction and saved 900K through process efficiencies and reduction in cycle time for refunds. Designed escalation process for call centre Ops and created requirement specifications for software development of workflow tools. Revenue Improvements – 460K for 3 years through projects (~ 125K (CPG) + ~150K (Banking Client) + 185K (Investment Banking Client) + other miscellaneous

Certified Black Belt from DuPont. Completed 5 Six Sigma Black belt projects with a hard savings of $ 0.7 million USD. The projects impacted the transactional quality and manufacturing quality of DuPont (Pioneer) in Asia Pacific.

Successfully handled Global Business Transformation as the Master Black Belt Quality - Asst Vice President in GENPACT/GECIS Global heading quality for Investment Banking/BFSI, CPG, Pharma, Hi-Tech vertical with a span of ~1000 team size and ~10 Black Belts as direct reports. Improved the C-SAT Scores an grew the business from ~$9M to $24M

Created a Global Operations Model for OPER AMER for Back office operations (OTC Derivatives) to enhance customer experience, operational efficiencies & cost arbitrage for top investment banking client

Skills

Problem-solving

Effective customer communication

Negotiating

Profit and loss oversight

Customer interaction

Certified Information Systems Security Professional

Governance Risk and Compliance

Cybersecurity/Information Security

Risk Management

Data Privacy

HRC Assessment

SOX Assessment

CFR Part 11

GDPR/NIST

HIPPA/HI-Tech

CompTIA Security + certified

Cloud Security, DR, BCP, HA

Firewalls and endpoint security

Security processes

Data Loss Prevention

Purchasing and procurement

Management information systems

Systems implementation

Budgeting and forecasting

Project development and lifecycle

Performance improvements

Baseline schedules creation

Process improvement

Project scope

Budget control

Root cause analysis

Customer relationship management sales

Contract development

Schedule management

Conflict management

Document management

Project management

Process development and implementation

Security Technologies

Data Security

Decoy Solutions/Honey Pots

Experience

Sr IT Program Manager-Cyber Security, M&A & Compliance

02/2016 - Current

Gilead Sciences Foster City, California

Lead, Strategize, Deliver & manage large Enterprise wide/Global IT Programs/Projects in IT Cyber Security Quality, Regulatory Compliance (GxP, SOX & Annex 11 systems), M&A & IT Modernization (Cloud Transformations/migrations). Direct, mentor, coach and implement high budget CIO top watch programs (~$30M) in Cyber Security Engineering, Operations, Risk, Data Privacy, Vendor Assessments, Vulnerability Assessments, Patching, Securing Enterprise platforms. Managing large team sizes (PM's, BA's, Network, Infrastructure Engineers, Sys Administrators, IT Engineers, Validation Engineers, Business Process Owners, Tech Leads, IT Managers and IT Directors), multiple SW, HW & Professional/managed services vendors (like Deloitte, Accenture, E & Y, CTS) & corporate teams like finance, IT procurement across the global enterprise. Responsible for e2e project management from identifying opportunities, creating business cases, resourcing, budget & financial management, assessments like GxP, SOX, DR impact analysis, Vendor evaluation/selection, Security assessment, Design, Build, Test, Deploy, managing funding, change requests, hiring resources, financial planning & reporting, project scheduling, budgeting, resourcing, vendor selection, vendor relationship management

Commissioning, Qualification & Implementation of Enterprise Virtual Directory Services (RadiantOne-Federated ID) across the globe.

Integration of IAM Tools (Avatier, ILM, ILM-H, SSO, MFA, Radiant One, IDM SailPoint, Cyber Ark) of Gilead with Kite as a part of M&A (Merger and Acquisition)

IT SOX Controls: implement a process that will identify SOD conflicts prior to provisioning access to all SOX in-scope systems.

Application Whitelisting - ensure that software or tools installed on end-user systems and servers are compliant with our standard operating procedures. Enable/investigate secuErity incidents effectively and prepare the necessary artifact for the investigation report.

Upgrade Mandiant to FireEye - Upgrade Mandiant to FireEye 20.40.4 (Threat Detection Syst. for 15K WS, 800GxP & 5000 non GxP servers

Access Automation - IDM SailPoint: Build and deploy Access Automation through SailPoint to automate provisioning access request, review and de-provisioning for Enterprise applications like Oracle EBS, OBIEE, GTrack, GDAS,HR Analytics, PTM Planning and Dematra

Privileged Identity Management Project - CyberArk - Built, installed, qualified (IQ, OQ, PQ & IOQ) physical and virtual servers in Prod & Qual & for DR, interfacing to Active Directory (GDAS), ArcSight (Infrastructure Monitoring Solution), Ms Net Backup, SMTP (email notifications & Alerts), Mandiant/FireEye (Malware/Virus detection) & RSA Secure ID (Authentication)onboarding 6560 Windows Servers, 1850 Linux servers, 264 Oracle dB servers & 177 Oracle OS.

IT PMO - Global Logistics Systems

12/2013 - 02/2016

Bristol Myers Squibb Plainsboro, NJ

Assess, Design, Build, Test, deploy and implement program strategies for cybersecurity, including data protection, vulnerability management, security incident and event management and identity management

Responsible for managing 23 enterprise critical IT projects/programs in IT Cyber Security & supply chain transformation initiative.

Built best-in-Class Supply Chain real time visibility Solution - SAAS Solution Integrated all the trading partners (Carriers, Forwarders, Transporters, Customs Brokers, CMO's, CRO's) & workflows using EDI and Web UI. Complex inbound and outbound interface to SAP MM, SAP SD, CRM, Red Priarie, TMS, Kinaxis, Enterprise Middleware (SOA - SAP/PI/Netweaver). Enabled SSO/Federated Accesses.

Successfully led global deployment of SAP ERP GTS (GRC). Implemented the interface for content management solutions for SPL

Performed the Vendor evaluation, Solution assessment, POC, commissioning, qualification, validation, Information Security DR & BCP assessment. Qualified the Amber Road (SAAS system) and certified the systems for BMS.

IT Program Manager - Commercial Systems

04/2013 - 12/2013

Novartis East Hanover, NJ

Global Program Manager - commercial systems (SAP – ECC SD/CRM/FICO/FSCM, Sales Force, Contract Management systems (CCAP), Vistex, Model N, Vendor Systems for Deliveries, Customer Service etc…) responsible for all ERP business transformations/Process Improvements /performance enhancements/ERP Change Management (up gradations, testing, rollouts, customizations, training (L1 to L3) and process improvements for Sales, logistics & distribution, supply chain management, Customer Service, Share Services, Distribution & IT services

Asst Vice President- Quality Leader/Global Program Manager

08/2007 - 04/2013

Genpact Edison, NJ

Owning & Leading the Business Processes projects for Re-engineering, Off shoring, Implementation Roll outs, Upgrade, Consolidations into Shared Services, Process Excellence, Simplification, Standardization, Cost out, Customer Satisfaction & Business Transformation

Re-engineering, Designing & Customizing Order-to-Cash Cycle Process. Engaging the cross functional stakeholders. Mapping AS-IS, TO-BE, Gap Analysis and Customizing the Business Process to the Client requirement.

Identifying Continuous Improvements opportunities for business transformation. Managing Shared Services and continuous improvement of the business operations.

Auto Cash Project: Improve Auto Cash Hit rates in the Euro Region

Improved the Auto Cash Hit Rates for Finland and Ireland from 0% to 100%

Completed the analysis and provided a solution road map for 24 countries in Euro Region

Technical evaluation of 3P solutions

Global KPI Project -

Created a Landscape or KPI's for all towers for F&A business (P2P, O2C, R2R).

Automated the Dashboards & designed a new process in Cognos for reporting the KPI's across the globe.

Reduction & Simplification of Reporting KPI's (87% Reduction from 58 to 11) & Completed the project in 7 months, a project which was pending completion since 3 years - project went go live in Oct 2012 for all the towers (O2C, R2R, R2P & T&E).

Standardization of Value Dates in Latam countries Project

Reduced the outstanding AR by 3-4 days for Latam Region (6 countries)

Support for Euro Cash pool

Support for NVS to transition into BNPP for 24 countries

Investigate into E-Invoicing for NVS Global

Off shored 7FTE from US to various locations in India & Romania

Global SAP Implementation Project - for Anglo Gold Ashanti (Mining Industry) – $1.10T Market Cap

Perform/oversee application development and testing efforts, translate requirements to assist staff in preparing detailed specs for system enhancements. Recommend designs based on business requirements. Identify issues/concerns.

Global roll out and Implementation of SAP FI, CO & HR Modules Process, Mapping AS-IS, TO-BE, Gap Analysis and Customizing the Business Process to the Client requirement. Identifying Continuous Improvements, business transformation, setting up and Managing Shared Services

Led a team of consultants and successfully completed the implementation / rollout across US, SA & AU from legacy system to SAP for Financial Accounting and Management Accounting & HR module by providing solutions for end-to-end business process, which includes prototyping, blueprinting, gap analysis, design, build/configure, testing, documentation and post go-live Support

Rare reviews from the customer.

SAP went live for SA (6 Plants), US (3 Plants) & AU (4Plants) successfully.

Medco Pharmacy Benefits Company (Pharmacy Benefits) Project

Gather the requirements from the different processes of the Finance & Accounting & Supply functions of the business, map the process, do the gap analysis and integrate the functions to come out with futuristic solutions which encompasses the growth of the company due to Mergers & Acquisitions.

Study and analyze the Supply Chain Management system of Medco group of Companies and design a Supply Chain Management platform to manage the inventories which is versatile and flexible meeting the future growth of the company

Achievements of the project:

Built a blue print for a futuristic Inventory Management platform to accommodate the integration of and drafted user stories to perfection. Exceeded the expectations by getting the entire deliverable for Inventory Management wrapped up in 60 days as against other similar areas which took 180 days

Customer highly satisfied with the work

Software Implementation.

Societe Generale - Major European Financial Services Company - (Investment Banking Industry) Project

PMO Lead / Program Manager. Enforcing PM methodology, process, governance and tool usage for off shoring/transition from strategic assessment/solution identification, Knowledge Transfer to Pilot and Go Live. Facilitating internal tool & process training, Provide Project Management guidance to the Project Managers.

Scope and deliverables of the Project: Create a Global Operations Model for OPER AMER involving 17 countries.

Achievements of the project:

Created a Global Operations Model for OPER AMER for Back office operations (OTC Derivatives) and moved processes across the globe for enhance customer experience, to follow the sun, operations efficiencies & cost arbitrage

Excellent reviews from the Senior OPER Leaders

Designed processes and specified requirements for IT enhancements and Software Development

Designed SLA's, controlled migrations and operations to stability

Cost Savings of 1.02MM dollars achieved, Improvement in operational efficiencies, particularly the cash pooling happening real time due to follow the sun module cash float benefits .

Enhance customer experience due to 24/7 support. Applications integration achieved.

Successful Migration, golive and smooth and stable operations reported for the Over the Counter Derivatives processes.

Client Satisfaction ratings of 9/10.

Green Dot Financial Services Company for Pre-Paid Credit Master and Visa Cards and Payment Solutions (Banking Industry)

Enforcing PM methodology, process, governance and tool usage for off for strategic assessment/solution identification, in the Customer Service processes & Bank Processing Operations.

Improving Customer Satisfaction, reducing the cost and improving the operational efficiencies. Facilitating deployment of Lean Six Sigma Tools, process training & providing Project Management guidance to the Project Managers.

Scope and deliverables of the Project: Customer Service Operations across the globe for 3 Customer Service centre and Bank Processing Operations in US.

Achievements of the project:

Eliminated wastes and created a future state to reduce cycle time on activations yielding perennial savings of $2MM, improve customer retention and satisfaction

Redesigned the refunds process, improved the BBB ratings, customer satisfaction and saved 900K through process efficiencies and reduction in cycle time for refunds

Designed escalation process for call centre Ops and created requirement specifications for software development of workflow tools

Streamlined prioritization process in IT Ops

Rare reviews from the COO & EVP

Current status of the project's deliverables: Company went public in 2011, Streamlined Activations Process, Improved BBB ratings, improved customer satisfaction ratings.

Dr. Pepper & Snapple Group (Consumer Product / Packaged Goods Industry) Project:

Project Manager for enterprise global project on improving the working capital by reducing the billing to cash cycle time and reducing the DSO's Deploying Lean Six Sigma methodology.

Scope and deliverables of the Project: Improve the Billing to Cash Cycle time for Finished Goods and Carbonated Beverages division and improve the cash float.

Achievements of the project:

Improved cash flows by $17MM, plugged $5.2MM revenue leakage, improved DSO by 16%

Felicitated in Directors Town hall.

Assistant Vice President - Quality Leader /Program Leader for Genpact BFSI (Investment Banking Industry) - Quality Leader / Program Leader. Advise management on the needs or cost of poor quality of an operation and consult on methods & approached to addressing problems.

Deploy continuous improvement resources Black Belts, Green Belts, and strategic road map.

Identify & define the portfolio of projects required to support a business strategy, Set Scope, Goals, Timelines & Milestones, Assign & marshal resources, Train & Mentor Green Belts & Black Belts, Facilitate Tollgates or check points for "belt" candidates, Report-out/update stakeholders & executives, Establish an organizations Six Sigma strategy/roadmap, Lead the implementation of Six Sigma

Scope and deliverables of the Project: BFSI (Banking Financial Services & Insurance) clients Merrill.

AVP_Quality_Continuous Service Improvements_MBB

11/2006 - 08/2007

WNS Global Services Pune, Maharashtra

Mentored transitioning of 2 high end finance process (Management Accounting and Financial reporting) worth 104 FTE in WNS

33% awards won by the teams mentored by me which forms less than 25% of the vertical in WNS

Span headed by me grew from 450+ to 800+ and processes heading went up from 4 to 8. Heading diverse processes from F&A to telecom and knowledge processes in WNS

Mentored 17 six sigma projects and 18 Lean projects & reviewed 17 certifications as a Panel review certification member (level 1 and level 2) in WNS

Logged 154 hours of training Lean BB, GB and GB Plus with feed back scores of 3.46 of 4.0 and a project initiation rate of 0.7 for the people trained in WNS & GENPACT

Trained resources of my teams went up from 75% to 90% in quality roles.

Ensured that all the processes are guarded by quality assurance

Asia Pacific Supply Management Black Belt

01/2003 - 11/2006

DuPont Pioneer Hyderabad, Telangana

Responsibilities

Responsible for driving/maintaining Operational Excellence parameters across processes. Responsible for all metrics (BPMS & PMSA) related to project management, Budgeting, revenue targets, Quality Net Savings, Optimum resource utilization, cost recovery, Hiring, retention, succession planning, attrition & mentorship.

Accountable for architecture, design, development, testing, rollout and implementation of programs /projects for engineering process excellence, achieving client and partner satisfaction, operational efficacy, developing talent in improving VOC, VOT, VOE, VOIP & C-Sat scores

Driving/designing of BPMS systems. Process mapping/COPIS, Determining key performance Indicators (CTQs). Monitoring the same thru corresponding dashboards, reviewing approaches, methods, practices and systems. Ensuring & exploring ways and means of increasing productivity of the team members/team

Driving global delivery strategy participating, leading and influencing the off shoring partnerships and be the main point of contact of pre sales for the multiple accounts.

Responsible for customer interface, participate in Steering Committee meetings. Responsible for driving/maintaining Operational Excellence parameters across projects. Constantly look for ways for Value addition to the client and improving relationships with project clients

Accomplishments

Re-engineered the block planning plan to suit the logistics of plant drying capacity, improve the field planting capacity, shift the mean and reduce the variance – PR05-06 – contribution to the P& L 44M$ & savings in COGS to 443M$. Influenced and negotiated to successfully custom dry the product with out affecting the product quality – unique to the operational management style of the company.

Increased the yields by 10% of a supply critical product and contributed to diversification & establishment of new Rice production areas – PR04-05 – One time saving of 326M$ and a recurring soft saving of 284M$.

Automated the OPTIMUM Crop management from Land preparation to harvest and dispatch through “Agronomy Guide”. This model is being successfully implemented in 3 other countries for improved yields and better operational control over the field activities

Facilitated in reducing the conditioning losses & Write off losses due to quality issues like germination & genetic purity by 50% from 4.5 % to 2.5% in 2005

Evaluate identify training needs & ensure team members acquire necessary skills and performance attributes, in line with business and personal development needs. Driving Knowledge Management initiatives across the team.

Prepare various statistical, weekly reports and dashboards for the customer and senior management

Conducted training on Six Sigma/lean for BBs/Green belts/ Yellow Belts. Best practice sharing & implementation. Working with cross functional team to identify process improvement/ re-engineering opportunities/ low hanging fruits and launching projects/ initiatives

Headed the training of the entire Production Chain from contractors to Production staff and contractual field staff. Experience in recruiting and retaining the best - 2003 to 2004

Operated in 4 different geographies from small to large territories, handled variety of products and crops accomplished the cost, quality and quantity objectives of the company with under TQM environment. Handling of supply planning logistics, plant operations & inventory control of satellite warehouses

Established a rank new department of agronomy, rallied the support of the stake holders and reduced the learning curve and facilitated in smooth transition from 3 ways to single crosses within 2 seasons. The average yields went up from 400Kg (2003-04) to 1290kg (2004-05).

Designed and skimmed out the vital factors and best practices for cultivation through statistical experimentations in improving the yields of Rice hybrids & SX corn

Accrued soft and hard core competencies in switching from Zonal manager to Production agronomist to Asia Pacific six sigma Black Belt within 3 years of service.

Bangladesh – Introduced HRSP of Rice in Bangladesh trained a group of agronomists

Uganda – Established economic production in upland culture. Assisted in rehabilitation of 500 acres of swamp. Learnt handling, calibrating and operating hi-tech farm machinery, use of farm system computers in yield monitoring and crop mapping from Hlavinka Equipment company, E Bernard, Texas USA

Expanded the market share by 5% in non traditional market segment of sugarcane for Gromor.

Assisted in supply planning, handling of rakes, inventory control & logistics to nodal points in Western Orissa. Conducted sales promotional drives and pull activities for Orissa comprising of 36 districts).

Education and Training

Some College (No Degree): MBA

Harvard University Cambridge, MA

Major in Strategic Financial Analysis and Business Evaluation - Executive MBA

MBA: Information Technology

10/2014

Goldey-Beacom College Wilmington, DE

Master of Science: Genetics & Plant Breeding

Osmania Universiy Hyderabad

Certifications

Certified Information Systems Security Professional

CompTIA Security+

Certified AWS Sol Arch

ITIL v3

Certified Scurm Master

Certified Master Black Belt from Genpact / (Formerly GE)

Certified Six sigma Black Belt from DuPont (Pioneer) USA

Certified PMP from PMI

BVQI – ISO 9001, Certified internal auditor for DuPont (PHI)

Certified SAP FICO

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