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Professional Summary
Results oriented and customer focused professional with experience in Payroll Systems Support and Training, Customer Service, Accounting, and Benefits Administration with an outstanding record of  trouble-shooting internal and external customer support issues in a timely and effective manner.  Continuously displays outstanding success with interpersonal and technology skills and in building relationships with customers, users, management, and team members.  
Skills
  • Customer interface expertise
  • Familiarity with Key Performance Indicators (KPIs)
  • Exceptional workflow management
  • Strong problem solving aptitude
  • Customer service award
  • Phone Bank Experience (Volunteer)
  • User Group Technical Support
  • MS Excel, Word and Access
  • Service Call Ticket System Ownership
  • SAP HCM Module
  • Requirements Gathering
Work History
Self Employed 05/2016 to Current
The Lloyd Group Wheeling, Illinois

Currently creating and managing multiple business revenue streams including

Options Trading. Creating complex trades and Risk management system to produce a reliable income stream

Mystery Shopping Business. Started from scratch in 2017  to produce part-time revenues of over $1500 per month




Workday Payroll Instructor 11/2015 to 05/2016
Workday Chicago, Illinois

Made transition from SAP Consulting field to Corporate Training as a Payroll Instructor for newly hired Workday Consultants. Taught USA Payroll Certification module.


SAP HCM Consultant 10/2013 to 11/2015
Accenture, LLP Chicago, Illinois
Worked on a variety of project involving the installation of HCM SuccessFactors with SAP Payroll for a major Accenture clients.  Unit and Parallel Testing, Systems Support, User Training and Process Documentation
SAP Application Support Consultant 02/2012 to 05/2013
ADP (Automated Data Processing) Elk Grove Village, Illinois
Working in ADP's own SAP practice (Globalview), Responsible for the1st tier SAP HCM support for two ADP clients simultaneously (Delphi and IKEA USA).  This was particularly challenging due to time constraints and number of support requests.  Ownership of both clients' service ticket process which required 24x7 support, response and completion times within the time periods specified by the client and ADP management update ticket status and issue resolution reports.  ADP had contractual Service Level Agreements (SLAs) with both customers.  Performance resulted in ADP meeting and exceeding their contractual obligations during the period responsible for support.
SAP HCM Consultant 08/2010 to 02/2012
et-alia, LLC Milwaukee, Wisonsin
Responsible for the 1st tier SAP HCM support for several clients over a period of time. (Barton-Malow, Enerfab, Holcim and Churchill Corporation).  Participated in 1 full life cycle a Canadian client (Churchill), a partial life cycle for a Canadian client (Holcim), and 2 partial implementations at USA clients (Barton-Malow and Enerfab) during tenure there.  The work was challenging due to having to support multiple clients simultaneously, some extreme year-end projects that had very short lead times and also learning the customized solution called CREW that et-alia provided to clients. 
Business Systems Analyst 06/2006 to 08/2010
W.W. Grainger Lake Forest, Illinois
Employee working in Grainger's HCM support team. This team supported the payroll and HR users with the SAP HCM functionality.  Being hired right after go-live, the challenges in this position were numerous.  Stabilization of the HCM system and a partial life cycle implementation of acquired companies were the key priorities during tenure there.  First exposure to SAP on the technical side meant needing to learn configuration, SAP note analysis, payroll schema changes, etc.  The end result was being a part of a team that after three years had successfully stabilized the system and could then help the company add and leverage new functionality moving forward.
HR Consultant and Systems Support 11/1998 to 05/2006
Allstate Insurance Company Northbrook, Illinois
The second phase of Allstate career was working in the HR Accounting area which was responsible for the SAP Payroll Life Cycle.  Moved to this area prior to the full implementation of SAP HCM at Allstate.   The first phase of Allstate career was working as mainframe programmer on the HRIS Support team which was responsible for technical support for the Mainframe HRIS/ Payroll Life Cycle. 
Education
Bachelor of Science: Accounting 1984 U of Wisconsin- Lacrosse - LaCrosse, Wisconsin
Certifications
  • CPA (Certified Public Accountant)
  • CPP (Certified Payroll Professional)
Volunteer Activites

Volunteer for Telephone Ministry at Church

Greeter and Usher at Church

 

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Accomplishments
  • Client - One of the Pharmaceutical Industry World Leaders (SANOFI): Stream Leader of the Core Data Model solution (PA / OM) as part of a global HR platform and its interfaces with other platforms, managing and coordinating all evolution and correction changes throughout all the process till the go-live: business requirements analysis, coordination and follow up of all parties (SAP ECC, BI, Portal, Security), ensuring the required tests and validations, move into productive environment and deadlines were met.
  • Permanent contact with HR and IS actors from all Sanofi's offices worldwide, by centralizing every action concerning this PA/OM solution and its impacts in other platforms Support coordination of several servers migration project to the Next Generation Data Center in collaboration with different parties: Test Plans documentation and execution regarding two international SAP platforms, and operations follow-up all through the migration process and functional interventions for business approvals in crucial stages Elaboration of a global cartography of all the world Sanofi's HR applications, exploring the vast and complex interfaces and interdependences between them Transport activity management in both global ECC and BI SAP HR global platforms - execution and analysis Portal Accessibility: Coordination with SAP Germany of all issues and improvement points reported by impaired users towards an accessible web portal Business or sector Consulting and IT 22/08/2011-31/10/2011 SAP HCM Consultant ROFF Portugal Rua Afonso Emilio Praca, 30, Level 15, 1495-061 Lisbon (Portugal) Requirements definition and Business Blueprint conception for a Compensation & Benefits project (Salary Process Review) and the corresponding MSS Portal to one of the biggest portuguese corporations Employee Self-Service (ESS) configuration for personal data, time functionalities and travel expenses Customizing of Travel Management module (FI-TV) in SAP and ESS Business or sector Consulting and IT 03/09/2007-15/07/2011 Analyst Consultant CAPGEMINI Portugal Av.
  • Colegio Militar, 37 F, Torre Colombo Oriente, Level 10, 1500-180 Lisbon (Portugal) SAP HCM system support and functional management within a maintenance project SAP HCM Training and Events Management module* implementation (requirements analysis, business process design and product configuration) for a major client in Angola in the Harbour industry SAP HCM system support, functional specifications documentation and corresponding configuration and testing, particularly in PA, OM , TM, PE, PY (Portugal and Angola) and Authorizations, for different clients in various industries.
  • Design and implementation of a Payroll project for a client in the Tourism industry and new features customizing (Meta4 e-mind) Business or sector Consulting and IT.
Professional Summary
Skills
  • Mother tongue(s) Portuguese
  • Other language(s) UNDERSTANDING SPEAKING WRITING
  • Listening Reading Spoken interaction Spoken production
  • English C2 C2 C2 C2 C2
  • IELTS Exam - 6,5 (2015)
  • French C2 C2 C2 C2 C2
  • Spanish B1 B1 B1 B1 B1
  • Arabic A1 A1 A1 A1 A1
  • Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
  • Common European Framework of Reference for Languages
  • Communication skills - Excellent interpersonal and communication skills- Adaptability and integration in multicultural environments- High produtivity in high pressure, dynamic and short deadlines environments
  • Organisational / managerial skills - High sense of responsability, methodology* and organization
  • Pro-active attitude
  • Strong analytical and problem-solving skills
  • Proven competence in coordinating complex HR processes - People and project management ability Digital skills - Technical and functional knowledge implementing Human Capital Management software SAP HCM, chris21, ichris and Meta4 e-mind
  • Driving licence B
Work History
  • HRIS Consultant
  • Frontier Software
  • North Sydney, Australia
  • October 2015 to Current
  • Business requirements gathering and analysis 
  • Business Development, Account Management and Product Development support (Demos, requirements, User Groups and Client Conference presentations, gap analysis) 
  • chris21 and ichris (HR integrated systems) design, implementation, training and consulting across various modules - Payroll, Self Service Portal (HR21), e-Performance Management (EPM21), e-Recruitment (ER21), Learning & Development (L&D)
  • SAP HCM Senior Consultant
  • ROFF Portugal
  • Lisbon, Portugal
  • June 2013 to March 2015
  • Business requirements analysis and design and configuration of the PA, OM, TM and PY modules (Business Blueprint conception and system configuration) for one of the group's company - PALMI
  • Business Blueprint conception of an offline application and its integrations with Mobility (Outsystems) and Human Resources and Plaint Maintenance (Agricultural) modules
  • Design of functional and technical specifications of the offline application
  • Design of the PA, OM and TM modules (Business Blueprint conception), as well as the interfaces with the client payroll system MINIMAL
  • Implementation of PA, OM and TM modules
  • Unit and acceptance tests off the solution as a whole 
  • Conception of the configuration and user guides
  • Local and direct contact with the customer during 4 months.
  • HR and EHS processes restructuring, producing the Business
  • Blueprint related to the Personnel Administration and Environment Health and Safety modules, along with the As-Is scenario of all HR processes
  • Configuration of SAP HCM PA (Personnel Administration) and TM (Time Management) modules and follow-up of integration tests and data migration.
  • Conception of functional specifications concerning several PA developments
  • Implementation of Training and Events module
  • SAP HCM/HRMS Consultant
  • CBL Consulting
  • Paris, France
  • November 2011 to April 2013
  • Stream Leader of the Core Data Model solution (PA / OM) as part of a global HR platform and its interfaces with other platforms, managing and coordinating all evolution and correction changes throughout all the process till the go-live: business requirements analysis, coordination and follow up of all parties (SAP ECC, BI, Portal, Security), ensuring the required tests and validations, move into productive environment and deadlines were met.
  • Permanent contact with HR and IS actors from all Sanofi's offices worldwide, by centralizing every action concerning this PA/OM solution and its impacts in other platforms
  • Support coordination of several servers migration project to the Next Generation Data Center in collaboration with different parties: Test Plans documentation and execution regarding two international SAP platforms, and operations follow-up all through the migration process and functional interventions for business approvals in crucial stages
  • Elaboration of a global cartography of all the world Sanofi's HR applications, exploring the vast and complex interfaces and interdependences between them 
  • Transport activity management in both global ECC and BI SAP HR global platforms - execution and analysis
  • Portal Accessibility: Coordination with SAP Germany of all issues and improvement points reported by impaired users towards an accessible web portal
  • SAP HCM Consultant
  • ROFF Portugal
  • Lisbon, Portugal
  • August 2011 to October 2011
  • Requirements definition and Business Blueprint conception for a Compensation & Benefits project (Salary Process Review) and the corresponding MSS Portal to one of the biggest portuguese corporations 
  • Employee Self-Service (ESS) configuration for personal data, time functionalities and travel expenses
  • Customizing of Travel Management module (FI-TV) in SAP and ESS
  • Analyst Consultant
  • CAPGEMINI
  • Lisbon, Portugal
  • September 2007 to July 2011
  • SAP HCM system support and functional management within a maintenance project
  • SAP HCM Training and Events Management module implementation (requirements analysis, business process design and product configuration) for a major client in Angola in the Harbour industry
  • SAP HCM system support, functional specifications documentation and corresponding configuration and testing, particularly in PA, OM, TM, PE, PY (Portugal and Angola) and Authorizations, for different clients in various industries.
  • Design and implementation of a Payroll project for a client in the Tourism industry and new features customizing (Meta4 e-mind)
Certifications
SAP HCM Certified Consultant - chris21 and ichris Certified Consultant* - Training Certificate
Education
  • Post-Graduate in Human Resources Management
  • Instituto Superior de Ciências do Trabalho e da Empresa
  • Lisbon, Portugal
  • 2010

Human Resources Management

  • Degree in Management
  • Instituto Superior de Ciências do Trabalho e da Empresa
  • Lisbon, Portugal
  • 2007

Management

Languages
English, Spanish and Arabic
Skills
Account Management, Accounting, Arabic, Basic, Blueprint, Business Development, interpersonal and communication, Communication skills, Consultant, Consulting, Client, Clients, Data migration, Driving, English, Finance, French, functional, Human Resources, HR, Leadership, Listening, managerial, Marketing, Mathematics, Payroll, Performance Management, Personnel, Portuguese, presentations, problem-solving skills, processes, Product Development, producing, project management, SPEAKING, Reading, Recruitment, requirements analysis, requirements gathering, Safety, SAP, Spanish, Strategy, system configuration, User Training, Time Management
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Professional Summary
Diligent and Self-motivated project manager with over 15 years of IT experience managing multiple projects simultaneously. Extensive expertise in managing cross functional team , aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.Highly skilled in leveraging technical, business and financial acumen to communicate effectively with client executives and their respective teams.Broad industry experience including lifescience, Retail and Manufacturing logistics.Known for ability to produce high-quality deliverables that meet or exceed timeline and budgetary targets.
Skills
  • Project Management
  • Change Management
  • Process Improvement
  • Risk Management
  • Vendor Management
  • Stakeholder Management
  • Excellent Written and communication skills
  • Application Packages: MS Office Suite
  • Software Packages :Remedy, Service Now, Documentum, Rosetta Stone,HP Agile Manager
  • Database :MS SQL Server,Oracle,MS Access
  • SDLC and Agile methodologies
Work History
Senior Consultant/Project Manager, 06/2018 to Current
Deloitte LLP McLean, VA
  • Currently engaged with a large technology client responsible for identification ,planning and cost estimation through requirements, design, development ,testing, implementation and production .
  • Work within major Enterprise Architecture Frameworks and leverage these Frameworks to support deliverables.
  • Being a scrum master, responsible for tracking on time quality deliverables through Agile Manager.
  • Perform architecture and solution design with respect to architecture governance models, underlying tools ,and supporting processes including architecture approval, and architecture change control.
  • Provide support for all phases of the software development lifecycle  for project implementation ,including preparation, business blue printing , realization, go-live, and post go-live support.
  • Participate in setting engagement objectives and scope, develop work plans for components of engagement, coordinate activities between work streams and identify changes in scope.
  • Identify and record key deadlines in the client engagement to ensure clear communication ,organization and coordination between multiple parties.
IT Project Manager, 01/2014 to 05/2018
Qiagen Inc Germantown, MD
  • Managing  projects related to acquisitions and managing the SAP system integrations involving all aspects of technicality and project management involving Scope, Time, Cost, stakeholder, communication , risk etc .
  • End to end vendor management starting from RFP, negotiation, executing SOW, procurement management until the final deliverable.
  • Responsible as a program manager to ensure integrity and delivery of multiple projects with respect to time, budget, scope, change, risk and resources.
  • Guarantee the attainment of key milestones by proactively tracking metrics and project outputs.
  • Championed a big implementation project in logistics area involving integrating SAP with UPS ConnectShip server using ShipEx as a third party bolt on for freight calculation. One of the most successful projects in year 2016 with cost savings to the tune of 0.5 million USD/year.
  • Implemented set of comprehensive tracking process to monitor the recently handled SAP Integration for a IT Portfolio project involving multiple systems, applications,vendors and stakeholders around the globe. This is one of the most complex projects of 2017.
  • Spearheaded implementation of Concur as an expense reimbursement solution interfacing with SAP for LATAM ( Brazil and Mexico) countries.
  • Led the  migration of application server from one data center to other.
  • Managed the project involving interfacing SAP with Vertex for US and CA taxation.
  • Subject Matter Expert  (SME) and Project Manager for web shop ordering process for Brazil, so customers can place orders online.
  • Acted as a project manager and SAP SME for implementing Moneris as a credit card processor for Canadian orders involving third level security.
  • Led the Integration involving building an interface between SAP and Sharepoint with SAP PI/PO as middleware which helps the service team to manage their projects and automating the workflow between systems.
  • SAP NA Center of Excellence ( CoE) point of contact to liaise with service management team and support team to follow the change management process.
  • Coordinate with the relevant teams for Unit/Regression and UAT testing.
  • Accountable for documenting all the technical and functional documents in Rosetta Stone along with drafting and documenting the test scripts in Sharepoint to be used as a knowledge repository.
  • Environment: SAP R/3 ECC 6.0, SAP PI/PO, GTS,Salesforce.
Principal Consultant/Project Manager, 08/2011 to 05/2014
Philips Electronics ( for Cognizant Technology Solutios) Somerset, NJ
  • Responsibilities include  IT project management including system upgrades, change control process, business process improvement, managing stakeholder expectations and the overall deliverable.
  • Apply strong knowledge of the business processes for designing, developing, and testing IT functions associated with pricing, sales, shipping, and other customer-focused transactions.
  • Assess project issues and identify solutions to meet productivity, quality and customer goals.
  • Understanding the Customer Business Process and translating new business requirements into a feasible design.
  • Architecting new solutions and providing suggestions on business process improvements.
  • Managing upgrades, system refresh activities and new roll outs involving SAP and interfacing non- SAP applications.
  • Supporting business with issues related to SAP R/3 landscape and cross functional issues .
  • Mitigate risk by identifying, escalating and resolving issues across multiple delivery groups and/or projects.
  • Conduct planning and operational readiness assessments to provide an effective transition into production.
  • Process champion in change management and problem management activities.
  • Constant efforts to improve the existing system and process by targeting repetitive issues and initiating a root cause analysis (RCA) to find a permanent fix.
  • Responsible for ICS (Internal Control Standards) controls for applications and reporting to the audit team for compliance.
  • Accountable for GRC (Governance Risk and Compliance) standard for IT process.
  • Conduct knowledge transfer and training of end-users, including sharing best practices.
IT Team Lead, 08/2007 to 07/2011
MedImmune Inc ( for Cognizant Technology Solutions) Gaithersburg, MD
  • Functional Team lead for SAP SD module assisting business realizing their goals.
  • Managed SAP overall solution architecture and integration of SAP system with external applications.
  • Conducting workshops for business partners and reviewing the ongoing production issues.
  • Coach, mentor and motivate junior level team members to bring the best out of them.
  • Document the proposed design and identify GAPS between AS-IS and TO-BE processes and suggest alternatives to close the gaps.
  • Get the requirements for custom Developments from business users and create Functional Specification for the custom developments.
  • Create Test Plans and Test Cases and document the Unit test results.
  • Conduct Integration Testing of end-to-end business processes in Coordination with Business users and other  Module Leads and members.
  • Led the Shipping label generation functionality project through FedEx by interfacing with the middle ware Business Connector.
  • Responsible for system readiness for Motavizumab drug launch involving configuring  the product, testing and deployment in production environment.
  • Work with validation team on OQ (Operational Qualification) development and URS (User Requirements Specification) finalization.
  • Work with Center of Excellence (CoE) team in developing RFP responses and doing Proof of concepts.
IT Analyst/Team Lead, 01/2005 to 07/2007
Eli Lilly Pharmaceuticals (for Tata Consultancy services) Indianapolis, IN
  • Responsible for config rationales, functional specifications, technical design specifications, unit test plans, transport strategy, business migration strategy, disaster recovery/ business continuity strategy, training plan.
  • Onsite Team lead responsible for coordination with offshore team for timely and quality deliverables .
  • Gathering the business requirements, freezing the scope and coordinating with the development team.
  • Consider, prioritize and balance the competing needs of diverse stakeholders.
  • Manage resources in a matrix environment.
  • Involved in various ECC releases and rollouts for different affiliates/countries.
  • Designed the global Inter-company reconciliation report to match the account receivables & account payables.
  • Was a key member of the team designing the Brazil taxation process.
  • Designed cross module interactions with Mercator, XI (PI) and MQ series team where EDI functionality is involved.
SAP SD Functional consultant, 06/2002 to 11/2004
Flowserve Sanmar Limited Chennai, Tamilnadu
  • Order To-Cash specialist with focus on Areas of Order Management, Distribution and Transportation.
  • Excellent understanding of ASAP (Project Preparation, Business Blue Print, Realization, final preparation, Go Live & Support) Methodology Implementation.
  • Mapping of Enterprise structure, Master Data definitions for Customer & Material Master and customized the set up of Enterprise structure for SD.
  • SD Configuration for the sales and shipping orders and delivery documents including picking, and goods issues for standard orders, returns, scheduling agreements, rush orders processing.
  • Involved in conceptualization, analysis, and implementation of SAP system in Sales & Distribution.
  • Provided training for Power users in Branches & supports to SAP team in issue resolution.
  • Customization of upgrades and solutions pertaining to SD module.
  • Master Data creation and uploading.
  • Documentation of Records.
Sales Engineer, 06/2000 to 05/2002
Fluidline Systems & Controls (P) Ltd, India
  • Handling southern region industrial customers ranging from pharmaceuticals to refineries for sales of Burgmann mechanical seals.
  • Negotiating and closing of sales deal.
  • Achieved cost reduction by 23% through reduction in inventory and process cycle time.
  • Conducting business and technical presentations to customers.
  • Entering the customer's purchase orders in ERP system, creating the sales order and following up till Invoicing.
  • Providing technical solutions to customers for process optimization.
  • Regained market share for the product handled.
  • Quoting for government tenders.
  • Participating in Annual Target meetings.
Certifications

Project Management Professional (PMP ®)

Education
Post Graduate Diploma in Business Administration (PGDBM): (Sales & Marketing), 2006
Institute of Management Technology - Ghaziabad (India)
Bachelor of Engineering (B.E Chemical): 2000
Annamalai University - India
This resume is created in 7 minutes.
Skills and Experience
My name is Muhammad Umair, i am a former graduate of University of Sunshine Coast, having gained my degree in Master of Professional Accounting. I am a friendly, reliable and very hard working individual of good character. I posses strong inter-personal and communication skills as well as being a self-strater and a good team player with a proven ability to prioritise and organise effectively. I also posses the ability to identify and solve challenges and hold a very good knowledge of Windows outlook and Excel software. I also have a very good knowledge of incident logging in the workplace and can comfortably supervise other members of staff.
 
  • I am Currently Working as a Sales Consultant with Travelex Foreign Exchange at Brisbane Airport. 
  • I have 8 Months of experience as a Foreign Exchange Consultant with Travel Money OZ Flight Centre Group in Brisbane.
  • I have 3 years of experience as a Team Leader in Security Operations with Tech Guard Security In Brisbane
  • I have 3 year of experience as a Customer Service Specialist/Teller with MCB Bank Pakistan.
Relevant Skills
  • Multilingual in English,Hindi,Punjabi,Urdu 
  • Microsoft Office proficiency
  • Excel spread sheets
  • Self-directed
  • Time management 
  • Professional and mature
  • Dedicated team player
  • Strong interpersonal skills
  • Schedule management
  • QuickBooks expert
Qualifications and Training
I  have  acquired  a  number  of  qualifications,  certificates  and  numerous  licenses  throughout  my  studying  & working  career.  I  have  listed  some  of  them  below:  
 
Qualifications:
  •  Master of Professional Accounting, University of Sunshine Coast    Brisbane. (2013-2015) 
  • ·Master of Business Administration, Allama Iqbal Open University,  Islambad, Pakistan, (2010-2012).   
  •  Certificate III in Financial Services,Travelex. (2016)
Certificates and Licence
  • Driver Licence
  • First aid Certificate
  • ASIC 
  • Unarmed Crowd controller Licence
Relevant Professional Experience
Travelex Brisbane Airport Sales Consultant 06/2016 to Current
  • Providing Excellent customer service.
  • Achieving and exceeding sales targets and KPIs
  • Promoting Company's products to customers 
  • Cash handling and processing for the accredited customers.
  • Accepting online foreign exchange orders, preparing and delivering to customers and up selling.
  • Trade high volume foreign currency, traveller cheques and money transfer in both the local and state-wide markets.
  • Handle the cash register including all cash, eftpos and credit sales plus refunds and exchanges
  • Balance the till at close of business each day, checking all relevant paper work completed.
Travel Money OZ Flight Centre Group Brisbane Foreign Exchange Consultant 11/2015 to 06/2016
  • Dealing customers from diverse backgrounds and providing best customer services. 
  • Providing General & financial product information.
  • Trade high volume foreign currency, traveller cheques and money transfer in both the local and state-wide markets.
  • Proactive Branch Sales & Service
  • Order and organise Cash and Travel products stock.
  • Achieving and exceeding sales targets and KPIs.
Tech Guard Security Brisbane Team Leader In Security Operations 08/2013 to Current
  • Liaising Management and relationship management with the guests.
  • Ensure that safety and security risks are identified and properly addressed.
  • Manage high-volume workload within a deadline-driven environment.
  • Leading and managing team, providing directions to the team of 20-40 within Operation.
  • Establishing and maintaining an excellent working relation within team and client
  • Assist in the training of new associates.
MCB Bank Pakistan Customer Service Specialist/Teller 04/2010 to 06/2013
  • Cash handling
  • Ensure cash is balanced daily.
  • Prompt and accurate processing of transactions
  • Adhere to Bank policy and procedures at all times
  • Generating leads across wealth, insurance, home loan and small business lending
  • Understanding customer's financial goals and banking needs
  • Process Transactions and Answer Inquiries.