SAP FI

ANIL CHUGH

Mobile: +91-989******* | Email: *********@*****.**.**

Aspiring for a challenging role in a reputed organization wherein I may realize my potential and add value to my role & organizational development

Professional Abridgment

A Sap FICO trained and certified personnel

Astute professional with more than 6 years of experience across range of functions in the industry with a drive to excel at managerial and leadership position

Presently associated with IBM Global Process Services Pvt. Ltd., Gurgaon as Lead Quality Analyst

Proficient in Quality Audit, Quality Analysis, Operation Management, Process Management and Analysis

Extensive expertise in designing process flow, preparing Standard Operating Procedure, reorganize, streamline and strengthen operations

Expert in Training & Development, Issues cum Escalations Management

Strategic planner with excellent negotiation traits possessing a ‘can do’ attitude and an eye for detail

Commendable multi project handling skills by maintaining quality and time lines; creditable ability to interact with onshore and offshore clients

Ability to learn new technologies with analytical mind set and adapt to any challenging environment

Qualifications

Course Institution

M Com H.N.B.G.U

B Com H.N.B.G.U

XII ISC

X ICSE

• SAP-FI Certified with 75%(ECC6.0).

• Participated in 20days fulltime SAP training at NIIT Delhi.

Professional SAP Experience

PROJECT EXPERIENCE CHRONICLE

Roles and Responsibilities:

Define accounts groups, Number ranges, Document types, Document number ranges.

Define posting periods, Field status variant, Fiscal year variant, Tolerance groups for employees.

Assign posting keys for general ledgers, Define House bank.

Configure cash journal, Sample accounts, and Sample documents.

Defined accounts groups for vendors & customers master records, Create number ranges for these groups.

Define document types for vendors & customers documents, Create number ranges for these documents.

Define terms of payments for vendors & customers.

Define dunning procedure settings.

Create special general ledger and link with reconciliation account.

Define asset classes for asset masters.

Create chart of depreciation with depreciation area & key.

Growth Path

IBM Daksh Business Process Services Pvt. Ltd., Gurgaon

Lead Quality Analyst Dec 2008 – Present

Senior Customer Care Specialist Jan 2007 – Dec 2008

Customer Care Specialist Feb 2005 – Jan 2007

Key Performance Areas

Quality Analysis

Conduct quality analysis, process audit and process reviews for achieving maximum level of customer satisfaction

Suggesting and working on new ideas to improve team's performance

Maintaining CTQ (critical to quality) / CTP (critical to process) and planning for the process

Prepare weekly/monthly quality and efficiency reports and share with the stakeholders

Providing value add on the areas of betterment and the means to improve

To monitor quality of client’s other centers located in various location remotely

Identify pro-actively the factors negatively impacting overall metric delivery, do RCA and recommend mitigation plan

Process Management

Managing back office operations and providing assured level of services

Analyzing the process and eliminating unnecessary procedure in the existing process at the client’s and organization’s end

Drive quality improvement projects within the process

Reviewing service levels, quality scores and CSAT scores and providing report to the clients and company

To monitor quality of other client centers located in various countries remotely

To prepare agent-wise, center-wise, and location-wise feedback and share with client

Team Management

Monitor the activities of team members to ensure adherence to regulatory compliance requirements and operating procedures.

Monitoring the team and guiding them for perfection in process operations

Motivating the team members to achieve high level of customer satisfaction

Providing feedback to the team regarding their performances / training and also specifying the areas of improvement

Drive the team towards perfection in process operations and monitoring them, enriching their process knowledge’s in order to achieve high level of customer satisfaction

Provide coaching and feedbacks to the team regarding their performances and train them on their grounds where they need improvement

To conduct presentations and impart training to new batches in the project regarding the process and quality orientation

Evaluate and Coordinate Operational, Admin and IT issues for the Team

Key Accomplishments

Instrumental in end-to-end transitioning of new LOB (Adjustment Audit); thereby ensuring smooth implementation and ramped-up the process to 87 agents

Instrumental in Process Mapping and preparing/Updating the SOP’s for the LOB; basis the client requirement and change in the portfolio’s

Received appreciation for developing and implementing training modules for US telecom process

Instrumental in building Quality Monitoring System for the assessment of the quality levels and customer satisfaction

Received appreciation for identifying bottle necks and operational drawbacks thereafter resolving them efficiently

Rewards & Recognitions

Awarded the “Best trainee award”.

Recognized as “Best Performer” for the month of October, 2007 and December, 2007

Was awarded “Star Award” for Quarter 3, 2008 and Quarter 1, 2009

Was awarded “Super Talented Award” for the year 2008

Workshop & Trainings

H2O: A self motivation program that focuses on acquiring and projecting a winning attitude, importance of positive strokes and how it creates positive energy in the team Coaching and Feedback Sessions.

Coaching & Feedback(Nergize): The module introduces several fundamentals of feedback process. Enables to address performance issues by identifying personality types. A more holistic approach to Coaching, where both quality and quantity are of equal importance in a target driven environment.

Executive Presence: Describe Executive Presence and importance of personal branding. Also develop a positive and lasting first impression. Identify the affects of image and how others perceive and receive the individual. Deliver a clear core message with maximum impact to convey passion and credibility.

STEM Training: Learnt about the basic Emailing etiquettes.

BQT Training: Learnt about the Basic Quality Tools and their implementations.

Six Sigma Training: Learnt about the basic concept of Six Sigma and DMAIC theory.

Personal Dossier

Date of birth 12th March, 1977

Languages proficiency English & Hindi

Address

Correspondence Address 30 Musa Compound, Camel Back Road

Mussoorie. Uttrakhand.

House Number 33, Room No. 6

Jia Sarai, Hauz khas, New Delhi.

Contact this candidate