Process Analyst (SME)| Accenture Solution Pvt Ltd. | January 2021 to December 2022Procure to Pay / Accounts Payable• Experienced to post the invoices and payment processing ( manual / automatic ) of the aged invoices in SAP ERP system as an IC role.• Given training to the new joiners of the end to end process, allocated daily volumes based on SLA and shared best practices to the team mates in the team huddle, supervised the work of invoice verification, invoice posting and payment processing to ensure adherence to quality.• Performed tasks to assure project & program service level requirements and goals are met.• Assisted with escalated issues or cases as needed and performed RCA based on Fish Bone & Pareto Method. Also was responsible to prepare Control Chart for the team.• Participated in the work of subordinates to facilitates productivity or to overcome difficult aspects of work and engaged in disputed invoice processing where vendor intervention was required to process and payment posting discrepancy.• Acquired deep knowledge of working system and brought efficient & effective changes for better performance and suggested some steps of the process for automation to decrease the AHT and improve quality.• Worked with supporting team to set up an organizational structure as per business requirement in SAP ERP System.• Prepared daily dashboard, weekly / monthly reports and analyzed to support program activity and assisted in management decision making.• Discussed with client for process change request and documented as needed.Achievement:Awarded by Accenture : H2, FY21 - Core Value Champion Award.

Operation Specialist (SME) | Just Energy LLP. | November 2017 to September 2018Utility Operations & Billing• Experienced of the billing to customer’s Gas & Electricity account correctly based on the usage.• Worked closely with Metering, Agreed Read, Erroneous Transfer, Joiners & Leavers and Complaints department.• Efficiently handled the customer concern regarding billing discrepancy, faulty meter, not receiving bill on time etc., and find out the best resolution for customer, also rebilled the account if needed.• Set up customer’s new prepay and credit gas & electricity account and logged a ticket to replace the faulty meter if required.• As SME, Ensured the SLAs and KPI Targets as specified by the client are met consistently.• Delivered on CSAT targets and ensure that customer engagement is always in ‘Promoter’ zone.• Dealt with Cases escalated by team members & Clients.• Conducted coaching and feedback session for team members and published daily, weekly & Monthly reports.Achievement:Certified as ‘’Outstanding Performer in the year of 2017-18’’.

Transaction Process Analyst | Accenture Solution Pvt Ltd. | January 2013 to August 2017(On SourceOne Payroll : January 2013 to January 2015, on Magna Payroll : February 2015 to May 2015, on Accenture Payroll : May 2015 to August 2017)Sales Order Management ( Order to Cash ) & Procure to Pay / Accounts PayableSales Order Management ( Order to Cash )• Created opportunities and sales quotations based on customer requirement, also created contract to sign up the legal agreements after customer confirmation to purchase the product / subscription service, then finalized the sales quotation and get approval.• Worked with sales team to confirm the order details like shipping, billing, pricing, discount approvals etc. and in case of any discrepancy between quote and PO. • Coordinated with production and shipping department to implement fulfillment of orders.• Booked all VCE physical hardware, software as services against customer PO / SOW to receive Sales Order number.• Raised invoice and send it to the customer after delivery completed.• Posted invoice and payment collection in SAP system.• Experienced to Work under Collection Dispute Management Team.• Implemented improved process flows, newly create or restructures pre-existing reports, trains employees to streamline universal job functions.• As SME, Ensured the SLAs and KPI Targets as specified by the client are met consistently.• Delivered on CSAT targets and ensure that customer engagement is always in ‘Promoter’ zone.• Dealt with Cases escalated by team members & Clients.• Experienced in contract’s renewal of customer’s account for product / subscription service.Accounts Payable / Procure to Pay• Experienced in verifying and processing invoices.• Experienced in Payment Processing ( Manual & Automatic ).• Performed peer review and share the feedback on the payment processing• Performed RCA on the escalated cased and provided the resolution.

Customer Relation Officer | HGS Pvt Ltd. | May 2011 to January 2013Airtel Email Support and Billing• Experienced in billing of airtel customer account.• Managed customer email to provide resolution of the query, request and complaints.• Handled customer call regarding GPRS, 3G, 4G usage, different types of roaming and International Roaming call, SMS and internet tariffs.Achievements:Busy Bee award winner, Top Gun award winner, Hall of fame award winner & Delighting Customer Certificate from airtel.