I oversee global complex deal execution from order to cash, aligning operational strategies with partner growth plans. I onboard new accounts to the Global Portal, drive transactions through Online tool and process transformation, and lead cross-functional teams. My role includes driving Digital Adoption and enabling Self-Service tools for our Key Partners. I drive operations calls and ensuring timely reporting. I handle escalation governance, communicate ops priorities, and develop content for Sales and Ops QBRs, all aimed at optimizing operational efficiency and strategic success.

I successfully onboarded medium and small business Key accounts, and achieved the highest e-pen transaction conversions within just three months. Additionally, I trained my team to adopt a strategic approach, driving the highest online transactions and demonstrating strong organizing, planning, and problem-solving skills.

Led complex transitions for major accounts like Target, GE, and Flextronics, while mentoring new hires and collaborating with senior leadership across financial shared services. Successfully drove key US Collections projects, including the Dell-EMC integration, resulting in exceptional performance for a $120M portfolio. Certified in Competency-Based Interviewing and a graduate of the Leadership Essence program.

Managed end-to-end quality and process controls across the US and Canada, impacting $2B USD in customer business. Led global call monitoring, drove financial analysis for strategic decision-making, and optimized performance by improving processes and partnering with global teams to support P&L targets.

Manage and track customer accounts, ensuring timely collection of payments (approx. 8 M) and maintaining accurate records of all transactions.Implement effective collection strategies, follow up on overdue accounts, and negotiate payment plans to reduce bad debt and improve cash flow of NA accounts totalling 7-10 M.Collaborate with sales and customer service teams to resolve billing disputes, address client concerns, and maintain positive customer relationships.Prepare and analyze AR reports, identify trends in payment behaviors, and recommend process improvements to optimize the accounts receivable cycle. Improved payment behaviour by 5 days in 2007-08.

Provide floor support to agents, assisting with billing query resolution and handling escalations for the Bharti Project.Manage escalated calls directly, ensuring efficient problem-solving and customer satisfaction.

Customer Support Excellence:Consistently delivered high-quality customer support, maintaining a quality score above 90% while efficiently handling inbound calls. Demonstrated strong problem-solving skills and adhered to company policies and procedures to ensure customer satisfaction.NRI Client Relationship Management:Specialized in supporting Non-Resident Indian (NRI) clients for Reliance Telecom products, serving as a dedicated customer relationship executive.Dispute Resolution and Conflict Management:Established a proven track record in effectively handling and resolving customer disputes.