Infosys BPM

I2C AR: B2B Pre-Sales & Post-Sales Credit Reviews on SAP, using Data Analytics Tools. Analysing Financial Statements, sharing comments and reporting credit risk.

Accountant

Concentrix

Leisure/ Travel & Tourism- Voice Support Helpdesk

Senior Operations Representative

Wipro Ltd. - India

a. Resolving customers' issues with laptop/ desktop via troubleshooting, instructions providing via International call, US/ Canada customers.

b. Booking service orders for customer if issue is unresolved via troubleshooting on call.

 c. Answering customer queries towards service order.

d. Informing available software updates available and sale, if customer agrees.

Technical Support Associate

GTR TECHNOLOGY 

a) Worked as Customer Support Executive in OTC profile, for Indian start-up company with Chinese clients. 
b) International customer interactions via chat platform and answering calls about questions related to items (soccer replica jerseys, shoes, other accessories) available, order status, pending order, payment inquiry and others.
c) Making calls to confirm issue with pending order and resolving issues, helping customers pay and taking feedback on delivered orders.
d) Receiving requests to edit item size, quantity and add numbering, team logo, sponsor logo, league logo, team badge and forwarding details to Order Management Team.
e) Motivate customer to place bulk order in order to receive attractive discount.
f) Receive customer issue towards issue in size, quantity, item difference from order, report it to the Complaints Team and resolve issue based on suggestion/ directions from the team.
g) Received Employee of the Month in August'19 (first month of joining) for excellence, punctuality and error-free task completion. 
h) Visited client location at Foshan and Shenzhen (Guangdong, China) as the only Executive agent, accompanied with TL, Supervisor and HR manager (as translator) for additional training.
i) Was given responsibility of Social Media Promotion and know customer expectations.
j) Product upload on website sharing price, quantity, quality, discount.
k) Been into leadership tasks without any official status, as a mark of trust and responsibility by clients:
• Processing and segregating call data, distribution of calls to team mates. 
• Trained my Supervisor on the process and system, when she joined new, a task which Training Manager denied to take over. Provided valued feedback to client on her progress and performance, when asked for.
• Completed pending work of team mate and submitted file in time, who did not report uninformed, as a mark of responsibility without even being asked for.

Customer Support Associate

Access Merchandise Private Limited

a) Worked in AR domain for OTC profile for a wholesale dealer of wall clocks, wrist watches and all items that includes watches of any kind.
b) Responsible for daily bookkeeping, journal entries, cash receivables, posting to appropriate ledger books, maintenance of cash book, petty cash book.
c) Call prospective customers and share quote price, terms of delivery, terms of payment, credit period allowed, etc.
d) Book customer (retail stores) order for clock items after sharing rate (bargain into discount after consulting with senior), check stock and look into error free delivery towards item checking and sharing pending receivables slip with retailer.
e) Update customer on pending due date and make relevant entries as per payment received after encashment (if cheque).

Accounts Assistant

Convergys India Services Private Limited

a) Worked at AR domain in OTC profile as Billing Associate, receiving payment for US based internet services company.
b) Direct customer interaction with US customers on chat, email, call (partial, outbound only) taking queries towards bill amount, date of bill, extension on payment of bill, change of billing cycle.
c) Explaining bill value as per plan enrolled by customer.
d) Advising customers of attractive and current affordable plans to reduce bill value in the longer run.
e) Altering, extension and stopping of billing dates as per customer request.
f) Sales of new connections, device (internet TV, modem, dish) to customer to avail discount, cheaper plans as a package.

Genpact

a) Worked in AR domain at OTC profile as a Cash Applicator, responsible to post payment on customer account for a UK based major tele-communications company.
b) Responsible for daily transfers of balance from customer account in credit to other account with pending payment.
c) However, due to IVR issue, if customer paid on wrong account, my task was to trace and transfer it to the relevant account, based on payment details shared by representing agent in favour of the customer and update notes on account as per update. View Proof of payment in case there is a dispute with details or details unclear and proceed accordingly. 
d) De-activate direct debit payment method on account, by running macro on excelsheet after downloading information from file received by Cash Management team, UK.
e) Responsible for balancing details of payments posted against queries received on daily, weekly and monthly basis.
f) Receive call from other agents in RSA, UK and assist on queries related to payment, advice on action based on account status. No direct customer interaction involved.
g) Record daily payment details and save in file for the month, as per file received by Cash Management Team, UK. 
h) Download file of daily payments and record/ adjust balance of ledger account.
i) Edit and update SOP as per new update on process and upload on site after approval by client.
j) Been a BCP (Business Continuity Planning) team member for Payment Admin team.

Process Associate

Started as a Cash Applications Associate, working on Oracle, applying cash on accounts. Awarded by client for hard work, dedication, commitment to work.
Moved to Customer Support role, as an experiment drive to improve on communication skills, increase circle of knowledge and adapt as per challenge, thinking of quick solution and bring change. Awarded for quick adaptability, knowledge, commitment and overcoming challenges. 
Chosen to fly onshore for additional training and trained sub-ordinates on tasks, supervising their tasks, and providing feedback on their progress. 
Lost father to a long disease and took a break to recover from shock. 
Returned to Accounts background with Infosys BPM and working as a Credit Risk Specialist. Awarded by client for exceptional reporting skills, quick resolution, e-mail writing skills and communication skills.

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