User Acceptance Testing (UAT) team in India, contributing to the testing, enhancement, and knowledge sharing of various activities to improve system functionality and user experienceTimely completion of assigned projectsEnsure quality; give 360-degree thought process while handling projectsTasks learned to achieve projectsCommunicate with manager about open projects, progress & challengesSeek opportunities to pick projects to bring improvement in the processCollaborate with different team managers/ members for successful completion of projectsAttend meetings required to achieve projectsMaintain MS list to record projects

• Entry of customers' orders, providing customers with price quotations, money allocation, order cancellations, refunds, and invoice allotment with high accuracy and maintaining high SLA.• Handles individual and institutional customer queries related order support and fulfillment issues. • Handles inquiries from US-based, EMEA, and APAC customers.• Closely worked with editors on author queries and gratis orders.• Coordinating various business operations improving processes and elevating output• Handled order-to-cash process with high accuracy and SLA.• Cash payments, statements, with multiple finance teams (AR, AP & Credit Control).• Work on Purchase orders, payments issues, account statements, invoices, proforma etc.• Quality audits (calls & emails) of the assigned team to mentor and share feedback.• Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues.• Proposed and developed solutions cross functionally to solve non-standard customer requests.• Collaboration with accounts on outstanding invoices, credits, intercompany transfers, and price audits.• Monitored and updated performance metrics, SLAs, and key responsibilities areas • Assistant individual, institutions and subscription agents order entry, money allocation, order cancellations, refunds, price quotations, invoice allotment.• Managed individual(B2C) and institutional customers(B2B) accounts queries related to debt collections, order support, and fulfillment issues.

• Serving there as a Data Quality Control and Mapping.• Auditing calls of the associates and providing value-added feedback.• Coordinating with Vendors through emails & calls.• Coordinate and facilitate call calibration sessions.• Call monitoring and also evaluation of the Associate Calls to customers.• Track and identify reoccurring problems and trends.• Analyze quality and performance trends. • Provide daily feedback and identify training needs of associates on call.• Delivers detailed feedback based on analysis & shares feedback on daily basis on how to improve the process.• Making sure that the fatal errors are escalated to Management.• Sending Daily vendor audit reports.• Generating daily and weekly reports.