Customer Service Information Technology

Abinaya Devarajan

Information Technology and Customer Service Analyst

Cell: 858-***-****

Email: *******.***********@*****.***

Professional Summary

3+ years of Experience in IT and Customer Service Roles.

Experience in SAP for Utilities, and Textile industries.

Super User/ Analyst Experience with SAP CRM and IS-Utilities applications.

Experience with Security Information and Event Management Data Analysis in the Splunk System Environment and Tools.

Experience in providing operational support for various customer service processes.

Experience in resolving customer issues by analyzing data to offer services and products.

Excellent communication and teamwork abilities and Proficient in Microsoft Office applications such as Excel, Word and Power point.

Ability to learn new technologies quickly and adapt to changes in a fast-paced environment.

Certifications

Splunk Certified Power User issued on Jan 2024

Splunk Core Certified User issued on Oct 2023

Education

Bachelor Degree in Computer Technology from Kongu Engineering College, India – Graduated in the year 2010.

Technical Skills

ERP

SAP CRM and ECC Applications

Splunk Ecosystem

Splunk Enterprise 7.1.1, Universal Forwarder 7.1.1

Database

SQL Server 2008, SSMS

Documentation

SharePoint, Open Text DP Live

Other Tools

Microsoft Office 365, Microsoft Teams, HP ALM, Tally

Splunk Apps

DB Connect Addon Builder, Lookup Editor, REST Input,

Event gen

Professional Experience

Customer Service Analyst May 2014 – Apr 2016

HCL BPO for Direct Energy - Houston, TX

Extensive experience as Customer Service Super User

Experience with SAP Interaction center customer service application to process customer Move-In, Move-out and Transfers.

Experience with Customer enrollment in various Demand Response Programs and Income Qualified Programs.

Experience in analyzing large volume of Consumption, Rate, Billing, Special Programs Enrollment and Payment Data and Lead the team to build dashboard and reports to effectively address customer enquiries.

Experience with processing customer Rate Change Requests and provided support with helping the customers to learn about various Tariffs.

Experience with customer payment collection, Billing inquiries and resolution of payment issues.

Experience with IT support team and Business Support teams for resolution of various BPEM (Business Process Exceptions) cases

Experience with creating/updating the customer master data and account management.

Took initiatives to gather various customer service issues and prepared requirement documents to build various SAP BW and Business Object Reports to improve operational efficiency.

Generated Delinquency report, and prepared the collection call reports.

Managed and supported the customer service representatives with training and various call handling issues.

ERP Systems Analyst Jan 2010– Feb 2011

Selvam Fabrics, Erode, India

Responsible to maintain the accounting software- Tally

Extensive experience on the in-house Textile management software to capture the customer purchase orders, quotations, sales order, Generating Billing and invoices and returns processing.

Extensive experience with posting the customer payable and receivables in the accounting software.

Generated Inventory Report, Sales Report, Demand reports

Booking keeping of financial transactions and generating

Customer service to resolve complaints, return payments and compliance

Managed Microsoft SQL Server Database

Extensive experience with MS Office Tools such as Microsoft Word, Excel and PowerPoint

Volunteering

4 years of Tamil language teaching at SoCal Tamil Education, Brea, CA

2 years of Tamil language teaching at DFW Tamil Education, Irving, TX

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