Customer Manager

CHARISHMA YADAV LOKESH Mobile: (***)- ***-****

Email: **************@*****.***

Summary of Qualifications

• Nearly 4 years of impressive professional experience in operations/BPO; Specialized in accounts receivable functions

• Highly skilled in Microsoft Excel, Word, PowerPoint, Outlook, SAP.

• Managed high-value portfolio of large enterprises with efficiency; Excellent negotiation & conflict-management skills

• Demonstrated ability to perform additional tasks such as people engagement and ‘business excellence’ training

• Received a number of awards and recognition for valuable contribution in all professional roles. Professional Experience

Accenture Apr 2017 – Oct 2019

Accounts Receivable Analyst

• Executing B2B collection for handling Hypercare (strategic high-risk accounts); Portfolio valued at $3,500,000.

• Conducted offsite transition activities to understand the new process and continue to deliver high performance.

• Achieved collections efficiency exceeding 85% while maintaining accurate records of all financial operations

• Performing a wide array of various tasks, such as: o Meeting collection targets and ensure service level agreements are met within deadlines o Attending client meetings to discuss debtor performance with account manager and sales/billing/invoicing teams

o Established high customer relationship management and satisfaction o Assisting in preparation of management reports and collection statistics in-line with client’s requirements.

o Maintaining customers’ daily reconciliation schedules, write-offs, bad-debts, refunds, and cash applications

o Researching and resolving a variety of collection escalations and customer complaints o Designing and executing customer collection campaigns, such as mailings and inbound/outbound calling

o Tracking/recording MYTE for the entire team.

o Handling direct debit and failed direct debit accounts to make sure customers get on track with payments.

o Tracing misallocation and duplicate payments on accounts. o Training new joiners.

o Maintaining hourly email and call count reports thrice a day. Mphasis Apr 2016 – Apr 2017

Customer Support Officer

• Experienced in B2C collections in international voice process for banking clients.

• To make sure right outcome is provided to the customer, treating the customer fairly abiding the FCA rules.

• Establish inbound/outbound calls in assisting customers to stay on track with the payments. Awards and Recognitions

• ‘Distinctive Achiever’ for consecutive two years FY 2017-18 and FY 2018-19, Accenture

• ‘Exemplary Performer’ for FY 2018-19, Accenture

• ‘Exceed Excellence Performer’ for 2016, Mphasis

• 1st place for least fizz back 1s and 2s, Mphasis. Skills

• Microsoft Excel, Word, PowerPoint, Outlook, SAP.

• Lotus, Customer Service, ICAN2 and Vision.

• Mainframe and Universe.

Education

Completed B.E in COMPUTER SCIENCE & ENGINEERING from K.S.S.E.M. Bangalore in 2016.

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