Viola Julia Menezes Email & Phone Number

United Arab Emirates

• Proficient in diagnosing and resolving technical issues, encompassing account setup, network configuration, and system problems.• Expertise in researching, troubleshooting, and swiftly identifying effective solutions for system challenges.• Skilled in engaging customers to pinpoint the core issue by asking targeted questions.• Adept at meticulously tracking computer system problems to their resolution within agreed timelines.• Proficient in guiding clients through step-by-step actions to resolve technical issues via phone, email, or chat.• Efficiently escalate unresolved matters to the relevant internal teams, such as software developers.• Deliver prompt and precise feedback to ensure customer satisfaction.• Ensure comprehensive issue documentation and logging.• Excel at managing and prioritizing multiple open issues simultaneously.• Capable of generating accurate and timely reports.• Document technical knowledge systematically, creating notes and manuals for future reference.• Demonstrate a strong sense of ownership, consistently seeing customer issues through to resolution.• Adhere to established procedures for the proper escalation of unresolved matters to the relevant internal teams• Conducted training sessions for over 25 users from ADNHC, focusing on proficient SKU, item, and supplier search functionalities on the portal.

United Arab Emirates

• Successfully managed a customer base of over 800 restaurants for both TALABAT B2B Business and the Zadsource Project for Compass.• Orchestrated and executed strategic initiatives resulting in an impressive 95% On-Time-In-Full (OTIF) performance enhancement.• Streamlined the onboarding process for Talabat customers, ensuring a seamless experience for their initial orders.• Played a pivotal role in understanding customer buying behaviour, promoting offer deals, and aligning product offerings to their preferences. • Skillfully analyzed purchasing patterns and inventory requirements, collaborating with ADNHC suppliers to confirm delivery and stock availability.• Proficiently generated reports identifying top-selling items, preferred suppliers, and customer purchasing capacity through ABC analysis, enabling strategic decision-making.• Proficiently managed and resolved Help Desk issues within specified Service Level Agreements (SLAs), ensuring prompt and effective solutions for customers. • Thoroughly documented company processes, making them accessible to larger management groups, promoting transparency and efficiency.• Acted as the primary point of contact for TALABAT customers, proactively addressing their concerns and delivering effective solutions.• Acted as the primary point of contact for technical or process-related issues in the market, reviewing incident tickets and swiftly offering guidance and solutions.• Provided comprehensive training to Talabat customers, simplifying the order process and enhancing user proficiency on the platform. • Effectively hand-held select Talabat clients by placing orders on their behalf, ensuring a smooth ordering experience and demonstrating personalized support.

India

Role: Process Owner, Invoice to PayKey Responsibilities:• End-to-end vendor management-related activities from vetting suppliers to maintaining records.• Invoice handling and reconciliation - Collection, verification and posting in the ERP.• Exception handling for post facto and non-PO invoices and ensuring 100% compliance to processes.• Coordination of payments reporting overdue invoices, clearing blocked and parked invoices.• Monthly/ Quarterly and Annual financial reporting to the management including liability projections.• Prepare Invoices related to core business activities and arranging all supportive Documents for record and dispatch purposesKey Achievements:• Implemented the standard operating procedure and trained all relevant users and payment teams.• Reduced the exception processes leading to significant reduction in variations and effort by 30%.• Implemented ‘centralized invoice process’ leading to internal user satisfaction and reduced resolution times• Introduced email invoices vs paper, thus improving on-time payment and discount capture.• Monitoring and maintaining office supplies inventory and company assets management

Dubai, United Arab Emirates

Role: Payroll Management, Vendor Payment Management, Process Lead, Employee Benefits Management Key Responsibilities:• Expenses auditing, reconciliation, reporting and preparing monthly budget report on the overall cash outflows of the business.• Management of all employee benefits including vehicle, mobile, etc. for over 72 staff members. • Overcharges and penalties handling on behalf of employees• Managing petty cash and direct vendor payment in case of exceptions and reporting the same• Managing relationships with vendors, service providers and landlord, ensuring that all items are invoiced and paid on time• Prepare HR documents, like employment contracts and new hire guides.• Assist payroll department by providing relevant employee information (e.g. leaves of absence, sick days, and work schedules) and also arrange travel accommodations and process expense forms for the managers and the employees.• Dealing with insurance company for office and medical insurance renewals and negotiationsKey Achievements: • Turned around the expense management from being late every month to On-Time from 3-month of taking over by implementing a robust back-office process, communication structure and reconciliation timelines• Led expense classification effort in-conjunction with finance to identify areas of cost reduction• Developed an organization-wide expense policy in line with the parent organization and successfully rolled out the same along with new software implementation.• Successfully identified and managed anomalies and disputes, thereby delivering the reduction of the overall expenses to a tune of 5 – 10% every month. This involved educating employees on the policies etc.• Assisting and Monitoring for the renewal of Legal documents such as the Company’s Trade License.

Bangalore

Role: Process Associate, Invoice Receivables and AccountsKey responsibilities:• Preparing advance monthly due reports for clients to ensure on-time payment.• Coordinate with collections and billing team in case of disputes from the clients and recording the same.• Early warning reporting for non-responsive clients with large overdue.• Ongoing reporting on key client KYC details and related risk scores by working with third-party research organizations.• Checking of loans application and letter of offer to analyze and prepare the legal handling escalations received from the onshore team and ensure SLA is not missed on any of the applications.• Preparing complex documents over mortgage properties and assets over millions.• Preparing credit records for Australian based customers, authorizing and handling of advances, overseeing activities with a key spotlight on top-line productivity through advertising of monetary items and administrationsKey achievements:• Introduced a new scoring mechanism for customer risk based on the payment due and delays which didn’t rely on a longer monthly process but rather is more real-time and accessible for the sales teams.• Cleared high-risk and disputed portfolio through issue resolution and negotiation with the department heads. • Worked with the sales executives in developing analytics for product cross-sells among type A and B customers • Significant reduction in the Days sales outstanding (by over 20%), by regular reporting, coordination and customer relationship management• Developed PoT (Payment on-time) report for each portfolio that collections can use for background, issues, disputes etc. • Key contributor to the customer-360* program led by the department VP which delivered a single view of all relevant customer details in a shared folder for sales, collections, AR and leadership.

Bangalore

• Event: The Jyoti Summit 2013• Role: Head of Operations – The Jyoti Summit 2014• Duration: 6 monthsA first of its kind in an Academic College where around 1100 Senior HR Professionals (CXO Level) were invited to be a part of the subject of discussion “Paradigm Shift in Strategic HR: Vision 2020”.Head of Operations – (Key Achievements):• In charge of ‘The Jyoti Summit’ planning committee & Master of ceremony for the summit.• Invited Mr. Prahlad Kakar - leading Indian ad film director and Mr. Arnab Goswami - Editor-in-Chief and News anchor of the Indian news channel Times Now, to be the key note speakers for two sessions.• Communicated with all levels of hierarchy at NIPM, NHRD, SHRM, MTHR, and various other HR bodies in Bangalore.• Worked and coordinated with multiple Event companies and Independent vendors for executing the summit with high precession• Maintained exclusive data base of participants registered, pre and post registration, resolved queries, feedback, follow ups, etc.• Maintained confidentiality of contact information and details provided• Scheduled and planned several meeting with key stake holders interested in sponsoring the summit.

Bangalore

MBA - The Chancery Pavilion, Bangalore on Working Capital Management• The project was to find out the liquidity position of the company and to know how efficiently and effectively working capital can be utilized in the organization.• This research was carried out with the help of ratio analysis to find out the liquidity position of the company.