Customer Service Six Sigma

CHANDRAKALA GOPAL

**** ********* **. *** **** ***31 Email: ************@*****.*** Phone: 408-***-****

Professional Summary:

* ***** ** ***** ********** in customer technical support and customer interface in Supply Chain/ERP in both functional and technical domain, forecasting, data analysis, process improvement and 2 years in customer service via email and chat support.

Provided technical and functional support to Ross ERP (iRen) INVENTORY, PURCHASING SALES and MANUFACTURING modules for world wide customers.

While supporting the ERP, interacted with clients via phone, email, and online which involved getting into their servers and analyze and resolve the issue.

Successfully maintained turnaround time with a good feedback rating always.

As a technical and functional support analyst for Ross ERP system, did several installations on server and applied patches or upgrades as and when released.

Used SQL to query and analyze the support incident and debug them to resolve them.

Used Pivotal CRM to document technical issues, and manage support tickets.

Worked as a Business Analyst/demand planner for forecasting demand of C-class parts for a SKU.

Created Report using Excel for showing stock-outs, inventory levels for all inventory planners.

Fetched RFQ, MOQ from different vendors and maintained them in ERP.

Trained in Six Sigma Green Belt process and Certification and Lean processes for manufacturing industry.

Used Oracle 11i Inventory and distribution modules extensively while demand forecasting and maintaining part parameters.

Used Lean method and created As Is and After process in Lean to reduce TAT which reduced man hours for total time taken for purchasing.

Used Six Sigma methodologies, Minitab tool to analyze the inventory levels to optimize them at different locations.

Proficient in MS Office tools.

Education Qualifications:

BSc. (Bachelors in Science)

Diploma in Computer technologies.

Work permit Status:

On L2 with valid EAD.

Work Summary:

CDC Software, Bangalore, India 5/2007-5/2009

Technical Support Analyst for Ross ERP system Global Technical Support

CDC Software is a provider of software applications such as ERP(ROSS), CRM(ROSS & PIVOTAL), SCM. Global Technical Support team for ERP is located in Atlanta and India. The support team provides after implementation support to technical and functional queries to its clients. GTS also gives a Self-service Customer Portals for most solutions provide 24x7 access to knowledge base items and customer case logging and status monitoring for customers around the world.

Hardware/Software:

Ross ERP, SQL, MS Office, Ross SCM, Pivotal CRM.

Responsibilities:

Set up the functional support team for Ross ERP support by initiating self-learning and providing solutions to technical queries of customers for modules Inventory, Purchasing, Sales and Manufacturing.

Used SQL and DML extensively to analyze problems on customer sites and debug the issues.

Implemented Ross ERP on dummy servers and updated with patches and upgrades as necessary for the latest release.

Assisted technical and functional implementation consultants during application implementation.

Created knowledgebase articles with every new issue that came up as useful information to customers as well as internal implementation and support team.

Conducted training for new comers on entire support methodologies as well as the product.

Created regular reports to help achieve quarterly target on work.

Built a strong relationship with internal development, professional services team and the clients while understanding the product better and delivering right and quick solutions to issues.

Created self-learning manuals and documents that helped new joiners in executing the job better.

Trained in implementation, DML programming, data migration.

Genpact, formerly called GECIS(GE Capital), Bangalore, India 5/2003 – 5/2007

Business Analyst/Material planner.

Genpact was formerly GECIS, a unit of GE businesses. Genpact is a leader in providing end-end solution in services which ranges from high end analytical Finance and Manufacturing to simple services.

Hardware/Software:

SQL, Minitab, Oracle ERP 11i, FGS (Finished Goods Series), VB Macros, MS Access

Responsibilities:

As Business Analyst/demand planner handled demand forecasting and planning role for about 1800 C-class parts for GE Rail.

In this process, extensively used Oracle 11i INVENTORY, PURCHASING and SALES modules modules.

Used MS Access and FGS (Finished Good Series) application extensively to analyse and develop a good forecast for C-class parts.

Always maintained forecast to ensure no stock-out to ensure business continuity.

Used MS Access extensively to extract data from the database/data warehouse. Analyzed the data to reduce inventory level of C-class parts using forecasting techniques thus achieving business cost reduction.

Created a Excel macro for reporting inventory levels for all planners, created a report every month for A, B, C class parts for all planners and submitted it to stakeholder and managers.

As a planner, was responsible for inventory levels in terms of cost and hence challenged buyer requisitions not to exceed the inventory cost for C-class parts.

Used a GE tool for identifying unused items and sent them to scrap to reduce the unused inventory.

Identified a Six Sigma Green Belt project using Minitab and Six Sigma tools.

As a As-Required parts planner, maintained part parameters, MRP tabs in oracle helping buyers and customer service team.

Worked on fetching RFQ from different suppliers.

Used MS Access to identify suppliers not registered into Supplier Market tool and have them register into the tool using the data.

Awarded as the most Self motivated Employee by stakeholders.

Polaris Software, Bangalore, India 2/2001– 5/2003

Senior Executive

Responsibilities:

Provided technical customer support via email, chat to Palm handheld.

Trained in customer service.

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