Key achievements:• Handled AR • Handled Disputes • Handled FMC • Handled Presales Processes( Quote and Rate-Sheet)• Handled Postsales Processes (Rate Filing)• Stakeholder and People Management • Strong communication skills and customer focus mindset • Analytical and Process OrientedAR – Worked with collections team for IBC (India Bangladesh and Srilanka) cluster under the project D2C (Disputes to Collection). Reduced OS for Srilanka from US 3M to US 1 M in 1 yearReduced Open disputes with Finance from 500 odd to current date. Was part of successful D2C process to close the long pending unresolved disputes and hence helping IBC cluster achieving their target.Currently working on a AR and also on RAC project to reduce the overdue money stuck due to disputes rejected and closed.Disputes - 1)Resolve invoice related disputes of the customers. Which involves, resolving the issue, Finding RCA and based on RCA, provide feedback to upstream processes. handled India and Africa Region which comprises of around 30 FTE’s. 2 ) Handled overall DND disputes. 3) Handled Waivers team and was instrumental in migration of waiver process. FMC: Prior to disputes, was handling FMC process. FMC team takes care of FMC filing of the customer’s contract. Highlight was automation of FMC process to ensure better SLA and Accuracy.Quotation: Prior to FMC, was handling Quotation team. Major highlight was to move from SLA or 24 hours to SLA of 2 hours.Ratesheet – To reduce number of quotation requests, we started Ratesheet process (Advance Quotation). Handled the process right from the inception to the time it got stable.Mars Filing – Before introduction of AFLS, rates were filed in system called Mars. Handled CMA and Regional Mars filing Process with total FTE’s close to 100

Key Accountabilities• Administered effectively all Customer Service objectives and service level agreements.• Tracked and documented all customer inquiries and resolutions.• Managing escalation via phone and chats.• Able to write reports based on findings in database.• Monitoring Targets and Effectiveness1. Ensuring that the monitoring targets are met as per the SOW or stated or stated otherwise in the Quality Manual (Whichever is higher).2. To make sure all the SLA’s of engineering services and Product Support team is met.3. Having an effective alert system to highlight any possible variation/deviation in the coming week for any/all the external variables based on the internal monitoring.