LAVANYA RAVOORI

• Successfully completed an intensive 10-week ServiceNow NextGen Professionals training program inclusive of on-demand and instructor-level curriculum
• Skillfully executed – Incident Management, Service Portal, Service Catalog, UI Builder, Application Development, Reports and Dashboards, HR Case, Scripting in ServiceNow, Mobile Development Essentials, ITSM Fundamentals, ITOM Fundamentals, Integration Hub Essentials, Performance Analytics, Application Development Fundamentals and in addition ServiceNow Human Resource Service Delivery (HRSD).
• Implemented best practices for developing solutions on the ServiceNow platform.
• Developed skills across the ServiceNow platform, working collaboratively in a team of 5 to develop workable business solutions
• Build 'Emergency Services' mobile and web-based application that provides a solution for services like Fire, Police, and Ambulance support
• Initial application allows for generating tickets that expand contact options for people in need of local fire departments
• The portal helps to capture accurate data to expedite services dispatched through Emergency Response Services, with future enhancements to support ambulatory and police services

• Checked-in patients when they arrived at the front desk; obtained necessary paperwork from them prior to check-in process.
• Answered incoming calls, addressed inquiries and routed messages to appropriate personnel. Scheduled and confirmed patient appointments and consultations.
• Communicated with patients with compassion while keeping medical information private.
• Managed multiple tasks simultaneously while providing excellent customer service in a busy office environment.
• Computed bills, collected payments and made change for patients Insurance billing and medicare payments.

• Answered calls and took special orders over telephone, generating additional revenue every month.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Processed billing of customer meter readings - e-invoice submission in government portal and data entry of meter readings in SAP system, Data upload using Share point
• Routine date entry of customer information into database including address changes, contact details
• Developed lasting relationships with customers, which helped to bring in additional business opportunities
• Liaised with cross function teams for developing solutions and accomplishing shared objectives

• Responded to in-person and on call for information from general public, attorneys and other involved parties
• Assisted customers with the completion of applications for passport services, such as renewals, replacements and new applications.
• Conducted regular training sessions for new employees on how to handle Passport and Visa related queries from customers.
• Processed payments for passport and Visa services using a variety of payment methods including cash, credit cards, debit cards, checks and money orders.
• Documented customer feedback regarding service quality and provided recommendations for improvements where applicable.

Previous Experiences:

SAP HR Master Data Administrator, BHP Billiton, Singapore Oct 2009 - Dec 2009

SAP HR/Admin Executive, Maskimi Polyol Sdn, Bhd., Malaysia May 2003 – Apr 2006