Divya S

I currently have 7 years of work experience in SAP Concur travel and expense field.

Experience:

January 2023 – Current: Client Service Specialist:

Role and Responsibilities:

Point of Contact to Clients: First and main POC to the clients (APAC)

Resolve Authorized Support Contact: cater to ASC's concerns accurately and on time thru email, chat, or phone.

Client - Customer Relationship: assist the company build strong relationships with its clients by providing optimal service.

Monthly Dashboard: through monthly/quarterly touch base, case management, and calls, in adherence to prescribed response time of 24-48 hours from receipt of email/case. The goal is to act as Support Consultants that ensure client satisfaction through appropriate client understanding and utilization of the service.

Player with Internal Teams: including but not limited to Executive/Senior Leadership Team, Account Managers, Select Care Managers, Web Services, Service Delivery, and Services Enablement Teams. Internal communications also follow prescribed response time of 24-48 

hours from receipt of email that covers required information specific to clients’ configuration and account.

Troubleshooting Queries: to help provide short-term and long-term resolution to the client, with initial Root Cause Analysis in liaison with relevant Support and Product Development Teams for feedback to client, as needed.

Internal Team Activities: including Weekly Team Huddles, ad-hoc huddles, and Project initiation/facilitation geared towards improvement of internal/external processes. These will also be used as opportunities to discuss and calibrate on possible product improvements to help with client experience.

Personal Development Program: through available eLearning options, both mandatory and optional

Achievements:

Appreciation from the Clients

Client Visit

Standard Guideline Set up

Dec 2021-2022 - Subject Matter Expert:

Role and Responsibilities:

Sound process knowledge - understands, articulates, and implements best practices related to audit practices

Coaching on Escalations - SME educates the Auditors on the Escalations received from Client Service Specialist and Quality Team.

Conducting Calibrations - Bi- weekly or Bi- monthly calibrations - team huddle is conducted.

Hosting Monthly & Quarterly Business Review - Client vise dashboard is presented to the Audit team.

Support to Quality Assurance team - Act as a bridge between the Auditors and Client by supporting the Quality Specialist Team.

Assisting Leadership team - In all matters related to improvement of team/Auditor performance.

Guidance on Report concerns - all requests arising out of report processing like report details missing.

POC for the Auditors - In absence of Team lead, the SME will be Point of contact for all the support and assistance.

Achievements:

Rewarded X-mile Employee Award 2022 - SME team

Thank you - Appreciations

Taking part in Client Visit

Active performer - Team activities

June 2016 – Dec 2022- Senior Customer Support Executive:

Role and Responsibilities:

Expense Audit: (From June 2016 -Dec 2022)

Level 1 Auditor: September to December 2016: Expense IT - Cross verification of travel requests created by the end user

Level 2 Auditor: Jan - Dec 2017: Receipt Audit - Basic verification of receipt validation

Level 3 Auditor: Jan - Dec 2018: Policy Audit - Configured verification as per Projects (Client Specifications)

Level 4 and 5 Auditor: Jan 2019- Dec 2022: Tax Audit - Rectification of Vat, Gst, etc., for EMEA, APAC, NA, and LA.

Invoice Capture: (From April 2019-Dec 2022 - Cross Trained)

Level 1 Auditor: Doc Sep - Scrutinizing the invoice package.

Level 2 Auditor: IC - Basic - Vendor validation for Payments.

Achievements:

Certificate of Appreciation

Yearly Business Review - SME Team

Acted as Catalyst