Supriya Harvind Kumar

Role & Responsibilities: (S2P Helpdesk Analyst)

• Delivered regular reports to senior management on team performance, challenges, and strategic recommendations.
• Enhanced team communication through the introduction of new collaboration tools, improving project coordination.
• Coordinated governance calls with the helpdesk to resolve issues and provide solutions, ensuring the timely closure of pending cases
• Reduced the volume of ServiceNow tickets by actively resolving issues and providing hands-on support, while motivating teams to achieve their targets.

Roles & Responsibilities:

1. E-invoice – Project from 2019 to May-2023 as a Project Lead

* Lead For Query Management Project :

Responsibilities:

• Leading a Query Management Team for E-invoicing project by assigning the tickets and coordinating the team and monitoring the team on all the activities are completed within the timeline.
• It was a crucial project with lot of technicalities and gave expertise about overall e-invoice and stabilized the process within a year.
• And this process helped the Team in enhancing the e-invoice penetration.

* E-invoice project Global Support :

Responsibilities:

• Leading the vendor onboarding project and achieved the target of E-invoice penetration for the clients.
• Leading Training sessions to the suppliers on the E-invoicing portals (Tradeshift & Tungsten)
• Improvising payments and over dues on Time.
• Globally Leading query management, converting suppliers

to E-invoice and increasing the percentage for EMEA

(Europe, Middle EAST & Africa) clusters.

• Preparing the Analysis report for Comparison and improving overall penetration.
• Leading Global suppliers of our clients on the benefits of the platforms, helping them to get onboarded and fix the issues.

2. QUALITY Analyst for F&A as a (Subject Matter Expert-(SME)) from 2018 to 2019

Responsibilities:

• Auditing CALLS, CHATS and the emails that was worked by the team Globally. Which is related to Accounts Payable and procurement service desk
• Preparing Reports for the Quality scores and CSAT scores. Performance Tracking, evaluation, and feedback to team members
• Regular one on one meeting with the reporter's and giving them feedback on their performance to improve CSAT (Customer Satisfaction) scores and accuracy.
• Responsible for training new joiners on various faces of Accounts payable process, general trainings like emails to communicate with clients etc., maintaining training calendar, conducting weekly tests and updating the training log.
• Feedback and Coaching for issues identified closed within 48 hrs for fatal error, feedback and coaching closed with 4 hours from the time issue was identified.
• Responsible for maintaining process documents including periodic reviews.
• Cross training for support related activities for all regions.
• Accuracy and Timeliness of weekly and monthly QA reports.
• Maintaining process documents and periodic reviews.
• Availability when there is business criticality and going extra mile to achieve process KPI's.

3. Procure to pay (P2P) as a (Subject Matter Expert-(SME)) :

Responsibilities:

• Helping the Clients in creating Purchase orders in Ariba & COUPA
• Approving Purchase requests and support in creating Goods Receipt.
• Handling invoices and help the client to make the payment on time
• Preparing Accruals before the deadline.

4. Indirect Procurement as a Finance & Business Associate : (2013)

Responsibilities:

• Started as a Senior Analyst for CPG Industry Clients under Indirect procurement and accounts payable
• Using ARIBA, COUPA & SAP as a platform for assisting the clients in procurement & Payments
• Handling escalation calls, emails, chats of clients and resolving their issues
• Supporting vendors to get their payments on time by regular follow-ups & helping them in profile creation & account set ups in Ariba & Coupa
• Preparing user reports for Clients key users and preparing Governance deck by attending Governance call.
• Achieved QA audit target of 100% on monthly basis.
• Initiating the best practices for the process improvement ideas.

Worked as “Remote Executive Analyst” in TTK Services Pvt LTD,

Responsibilities:

• Started work as a executive analyst for US based clients
• Providing solutions for customer & understanding their needs & documenting the data for future records.
• Handling inbound calls & resolving their issues on daily basis
• Been an account holder for certain clients & completing the assigned task within stipulated time
• Closing issues on first time & elevate the critical issue to the escalation manager