Assistant Manager Customer Service

Roopa Krishnaveni

**, ****** ********** ******: 603-***-****

Nashua, NH - 03062 Email: *********@*****.***

Summary

** ***** ** *** *** Experience

Lean Intiatives/Process Re engineering

Team Management/Metrics

Transition and Transformation

Professional Profile

Iron Mountain - August 2022 - Current

Streamline P2P Process for North America/EU and APAC

Monitor and drive KPIs

Work with outsourced teams to drive Lean intiatives and Metrics

Winn Companies – November 2020 – August 2022

Assist Accounts Payable in Yardi and Real Page Transition

Managing Critical Vendors

Responsible for Real Page Exception queries

Amphenol Corporation

Accounting Specialist/Payroll specialist (Dynamics) - October 2019 – May 2020

Process payroll for Hourly/Semi-monthly employees

Help prepare reports for HR team.

Data Analytics

AP reconciliation

Vendor Management project – Check payments to ACH Payments

American Science and Engineering

Accounting Specialist (ORACLE) – March 2019 – October 2019

Engage and build relationships within multiple departments such as shared service, supply chain, operations, field service, engineering, and legal to gain assistance with the resolution of invoices on hold

Process AP Invoices in Oracle.

Partner with vendors on unpaid invoices, analyzing their statements

Apply wire payments to vendors in the ERP as they clear the bank

Audit employee expense reports to ensure adherence to Company policy

Reconcile Company issued credit cards and travel advances

Unifirst Corporation

P2P Manager/Consultant (ORACLE) -June 2017- September 2017

Implementation of a revised Vendor Management process

Improve the Purchasing Card process and control points

Review and enhancement of the weekly payment processes

Drive improvements in the existing vouchering process

Development and / or refining of AP process flows and documentation

Amphenol Corporation

AP Consultant (ORACLE)- May 2017- June 2017

Processing AP Invoices and Expense reports in Oracle.

Brady Corporation India Pvt Ltd.

Process Manager Accounts Payable (SAP) -February 2011-June 11th 2015

Managed Finance Operations, Process & Delivery Management & Talent management for Global S2P, Lead for transitions of North America, EMEA and APAC.

Process Improvement, Standardization & Stabilization, and Responsible for driving continuous year over year headcount reductions in transaction processing of 10%+ through automation. Also responsible for setting up dispute management team in Shared services called Global query Management team (GQM).

Continuous Improvements / Re engineering / Waste elimination through LEAN and process improvement. Accountable for managing / maintaining / improving & meeting Global Working Capital targets set year on year

Responsible for partnering with the front end of the business to Streamline, Standardize and Improve Operational effectiveness

Responsible for Talent management - Skill & Competency Development

IBM Daksh

Assistant Manager–Jan 2009-April-2010

Perform analysis of key metrics inputs, Perform analysis of performance issues in support of Business Advisors. Provide monthly and quarterly financial forecasts to the Service

Hewlett Packard

Team Lead- July 2003 –October 2008

Providing solutions to customer’s online, e-mail and all phone based queries, P2P activities, Globalization of the PO Process, Alignment of Metrics, and Control on Overdue Invoices, TSG Reconciliation, and Ensure on time payment to the Vendors. Was Group Lead for GB Projects and Lean Projects.

Mphasis Pvt Ltd.

Customer Service Executive-Jan 2002-July 2003

Lending Customer Service to leading clients such as Citi Bank, Chase Manhattan.

Responsible for making internal reports such as Performance Tracking, and other reports that was sent to the Client on daily basis.

Education

Bachelor of Commerce, BMS College for Women, Bangalore

Synopsis of Process

Company : Unifirst Corporation.

Process : Procure to Pay (Accounts Payable)

Location : Bangalore

Duration : June 19th- Sept 30th

Role : P2P Manager/Consultant

My role:

•Implementation of revised Vendor Management process which includes W8/W9, Payment term and Payment method compliance.

•Enhanced Payment process. Implemented control process for Wire, ACH and Check payments.

•Improve P card and control processes.

•Implemented Metrics and KPI’s for the team.

•Review SOX controls.

Company : Brady Corporation India Pvt Ltd.

Process : Source to Pay (Accounts Payable)

Location : Bangalore

Duration : February 2011– June 11th 2015

Role : Process Manager

My role:

•Was responsible for planning, headcount determination and process transformation to shared services from EMEA, APAC and North Americas. This also involved in transitioning Legacy ERP to SAP.

• Was responsible for implementing front end tool Readsoft for all regions to achieve efficiency and standardization.

•Work with the team on the process improvements and look at efficiency gain. Ensure all process documents are in place for the team to follow / for the auditors to check.

•Work with BU on any new process migrations or projects in link with the existing processes.

•Groom the TL along with high performers within the team and ensure there is a back up plan.

•Work with Shared services Director on the overall business goals and help achieve them with the available resources.

•Participate in Lean events, VSM.

•Lead the team on Consolidation project of sites in Europe and North Americas.

•Lead the team on Divestiture Project in APAC.

•Steering committee member on Working Capital improvement.

•Mange and Lead Indirect Procurement for Shared Services.

Company : IBM Daksh

Process : GBS IRO

Location : Bangalore

Duration : Jan 2009– April 2010

Role : Assistant Manager

My role:

•Purpose of this role is to provide analytical and operational support to the Service Leaders and Business Advisors

•Provide analytical and operational support to the Service Leaders and Business Advisors.

•Perform analysis of key metrics inputs (i.e. actual signings, backlog, and key opportunities) for published revenue/signing report packs generated by the AP Data Management Team.

•Provide standard monthly reporting information and preliminary analysis and commentary for leadership discussions.

•Provide monthly and quarterly financial forecasts to the Service leader including analysis and risk identification.

•Perform analysis of performance issues in support of Business Advisors.

•Manage and participate in ad-hoc business area and executive level projects.

Company : Hewlett Packard

Process : Learning and Development

Location : Bangalore

Duration : May 2007– Oct 2008

Role : Team Lead/Procurement Specialist

My role:

•I am involved in globalization of PO process, Atomization of reports. I am the interface for the Global PO Specialists, Event Management and PO team. Handle critical vendor escalation.

•I also handled TSG Reconciliation and my role was to Monitor and Update FAST Tool with the details. (Payment Type, Month, Cost Centre and Actual Cost), prepare Financial Breakdown Report, prepare Accrual Summary Report, to Engage with Program Owners for IC Billing/ Cross Charges, track Payments for PO and Non PO for each Cost Location Codes.

•Determining the Training Programs of the TSG HPS Business in AP and provide adequate support in Monitoring, Tracking, Reporting, Updating Financial Data in EBRING and Prepare Accruals & Financial Reconciliation.

Company : Hewlett Packard

Process : Accounts Payable

Location : Bangalore

Duration : February 2005– April 2007

Role : Senior Process Associate

My role:

•Reconciliation of Critical Vendors, Conference calls with country controllers, Providing response center management with feedback on process supportability and other job related activity.

•Providing solutions to customer’s online, e-mail and all phone based queries, Liaise with Cash & Bank, to locate payments/returns of funds from suppliers and update e-mail addresses for remittance advises.

Company : Hewlett Packard

Process : Procurement CRC

Location : Bangalore

Duration : July 2003– February 2005

Role : Senior Process Associate

My role:

•I was part of team called Procurement CRC which traveled to Roseville, California USA for transition. The Procurement CRC is part of Global Customer Response Center; The Global Customer Response Center is the true reflection of Hewlett-Packard's customer centric approach towards Back Office transaction processing.

•CRC is the single point of contact responsible for "Total Customer Experience" for vendors and employees who interact with the shared services organization's Global BPO Centers, providing answers to questions on procurement tools, systems, processes and policies

Awards and Recognition

•Received Best Behavioral Award for assisting the team members and other value added service

•Received SPOT Award for demonstrating excellent co-ordination skills and knowledge levels

•Received Appreciation award from Client for outstanding efforts in PO Process.

•Received President Award twice, Milestone and team Award.

•Annual Award in 2013.

Secretary and Treasurer of Women’s Leadership Alliance.

Anti Harassment Committee member.

Personal Details

Date of Birth: Feb 15th 1979

EXTRA CURRICULAR ACTIVITIES: Classical Dancer with over 20 years of experience. Represented India in Millennium conference held in California in the year August 2000.

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