Customer Service Accounting
Resume:
Vibha Mangal
Wilkes Barre, PA
Phone : 570-***-****
Email: ********@*****.**.**
Dob: January 31, 1981
PROFESSIONAL EXPERIENCE
Working with American Express FCE, from ’07 – Oct 2014.
Manager: Global Operations Accounting - Membership Rewards Mar’12- till date
Responsible for Month End Accounting & Reconciliations for Membership Rewards Program.
Managing a group of 7 team members across US, EMEA & LACC market for month end
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accounting and reconciliation for Airline & Non-Airline Partners.
Managing accounting & reconciliations for 30+banks operating on American express network
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and their respective business partners.
Contract review & new deal implementation.
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Monthly Accruals Accounting for Redemptions done by Card Members.
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Ensuring that the reconciliation activity continues to operate within stringent internal and
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regulatory guidelines.
Ensure immediate settlement of all aged items without creating any liability or loss to
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American Express.
Preparation of Root Cause Analysis for all open items for Payable accounts.
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Worked as an authorizer & reviewer of manual journal entries.
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Constantly kept in touch with market controllers and counterparts across US region for
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resolving issues related to reconciliation & publishing monthly metrics.
Preparation of Monthly and quarterly Score card from FLM to VP level.
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Governance & Control in charge for global MR reconciliations process.
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Ensure contracts with partners are compliant and adhere to MR Policy.
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Projects :
Contingent Liability : Redesign the end to end process where over accruals worth 17 million
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USD were processed on annual basis and created strong governance around the same.
Worked with all market stakeholders and controllers to ensure payment is already made and
award code set ups are rectified, also released liability value up to USD 17.5 MM.
Payment Automation: 100% payment accounting is automated thru Genesis which was earlier
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done manually. Worked with relationship managers and partners across 23 markets to perform
all the activities and set up required in STAR database and there linkage with Genesis to
automate the payment. This helps in reducing efforts of 5 FTE’s.
Contract Compliance: Review Contracts of American Express with different vendors if
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accounting and financials are captured as per Contractual guidelines. If Clause of Annual fee
exists or not for Co-brand partners and a possibility of elimination of this clause etc. Savings :
3.2 Million
STAR Reconciliations: Reconciliations being performed manually on local reconciliations
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system was 100% linked with regional & local database, so that reconciliations was performed
then and there . saved FTE – 12.
GNS Dashboard : Business driven reporting tool created that gives information
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around top business generating partners, markets, issues & value add that help
business to improve & focus on required areas.
Initiatives:
Preparation and implementation of reconciliation protocol methodology for speedy resolution
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of open items.
Automation of score card from FLM to Business Level.
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Production tracker
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3 tier governance process to have better controls in process
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Creation of misery tracker & issue log to highlight and resolve high level issues.
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Automation of weekly & monthly metrics reporting.
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New Joinees Training Calendar & Train them on Reconciliation Policy and open items
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analysis.
Review Mechanism Process
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Sr. Financial Analyst
Global Operations Accounting Department- Membership Rewards from Jan’11 – Feb’12
Key Deliverables;
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• Accounting, Reconciliation, Research and clearance for open items under Membership Rewards
Scheme.
• Research and clearance of outstanding transactions including processing of adjustment entries and
related documentation.
• Preparation and Analysis of various MIS Reports including Aging Trackers and SLA & Supports
trackers of the Team.
• Root cause reports for other payable (NPTP Mexico) accounts.
• Perform monthly activities like New Accounts Setup and IRIS Month close activities.
• Conduct root cause analysis of Process Flows and recommend changes in work flows,
procedures, servicing levels, based on customers’ demands to meet their needs & ensure
exceptional quality service is given at all times.
• Deliver very high standards of customer service by handling and resolving Customers queries via
Conference Calls and E-Mails.
• GL & TB tie up in order to perform month end from Oracle to Recon Tool.
• New Account Set up in Oracle, GUI & IRIS.
Projects:
Business Transformation - Contract Review for American Express MR partners (All Airline
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& Non Airline partners) in order to save 32M thru Acquisition Bonus, annual Fee, Fee waivers,
Delinquency Fee etc.
Standardization of Month End accounting & Reconciliation process – Preparation of open
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item tracker, Daily Production Tracker, SOP format etc.
Partners in different market and their value as per existing FX rates.
Designed SharePoint: to protect & save Important & SOX compliant Information’s.
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Accomplishments & Honors:
Process Excellence Award for dedicated & outstanding performance for taken over the NPTP Mexico
Reconciliations, identified the issues and clearance up to 8 MM USD.
Global Accounts Reconciliations ‘Jun’07 – Dec’11
Operations Management:
Preparing reconciliation for different balance sheet account- Prepaid Accounts, Reserve and
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Accruals Accounts, Other payable and Cash in Bank accounts.
Doing research and clearance on the open items in the above mentioned bank accounts and
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other accounts.
Coordinating with other teams and obtaining supporting documents for the entries made in the
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GL that has to be reconciled
Preparation of Sub-ledgers and getting it matched with GL.
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Finding discrepancies or variances by performing research and analyzing documents.
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Validation of month end data to provide the go-ahead to team for move on to next month.
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Preparation of procedural documents (SOPs), analyze workflow and resolved system/process
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issues.
Trained Multiple Staff Reconcilers.
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Consolidated date for Critical to Process - CTP & Critical to Quality - CTQ matrices reporting
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to MIS for US regions.
Ad hoc assistance with any other accounting matters.
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Assistance with queries from internal auditors where applicable.
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Accomplishments:
Assistance with queries from internal auditors where applicable.
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Excellent client feedback received on MSO roll forward project.
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Rewarded for successfully absorbing additional work and showing personal excellence in
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resolving reconciliation issues & keep all accounts in good shape.
Selected by senior leadership to spearhead the remote transition project for Amex Publishing
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accounts.
Process Associate, Genpact, Gurgaon ● Jul ’06 to May ‘07
Worked for US Bank - Wachovia in its OT & E (Operations Technology and E-Commerce)
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team involved in reconciliation and adjustments on customer accounts. Managed multiple
‘error types’ and rectify customer accounts with discrepancies. Handled offsets and reported
root cause analysis for all error types. Managed reconciliation process for checks and clearing
entries for exceptions.
Operations Management: Maintain list of exceptions and update them on a timely basis; update
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‘quick reference guides’ as required by business (FRB Listing, Clearing House Listing, SDS
and NCHA listings). Drive visual management initiatives for the shop floor. Maintain process
dashboards on weekly/ monthly basis along with other process trackers (productivity, TAT,
TOS) for the team.
Accomplishments:
Successfully Graduated the Adjustments Data Analysis Training for Simple & Intermediate
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Adjustments.
Certified for the Inside Financial Services Training (Wachovia)
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Rewarded with Bronze & other Spot Awards for performance and innovation
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Education:
B.Comin 2001 from Vikram University Ujjain
M.Com in 2003 from Vikram University Ujjain
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