Accounts payable

TULSI DOBHAL

Clark Summit, PA ***** (USA) • 570-***-**** • *******.******@*****.***

Business Operation/ Back Office/ Project Management Analyst – Finance

Seasoned BPO Professional with 10 experience in Operations, process control, back office, project management and team building as per the skill sets. Adept in managing operations & spearheading teams for excelling business targets & service delivery metrics operations. Proficient in ensuring accomplishment of the set quality standards in SLA's. Skills in managing, motivating and training teams for running successful business process operations with proven ability of achieving process targets. Core competencies include:

Operations – process control – Back Office – Project management – Team Building – People Management – Problem Solving – Client Relationship Management – SLAs - Reporting Current Works Status: Not working Since first kid was born however now planned to resume work and seeking suitable and new opportunities.

CAREER HIGHLIGHTS

Star of the month Award for the month of May and June2012

Shooting star for the quarter May to July 2012.

Best employee for the year 2012.

Awarded as Star of the performer for a quarter (Q1) in 2007

Star of the month Award for the month of December 2009 & Jan 2011.

Awarded for the Extra mile for Extra initiative.

Awarded for the process improvement planning

Awarded with the thank you card for handling the team

Client award for the quick resolution of the queries

Awarded as best team lead.

Received recognition for best client management. PROFESSIONAL EXPERIENCE

WNS GLOBAL SERVICES PVT LTD (PUNE, INDIA), Aug’2011 – Dec’2014 Financial Analyst

Worked as a Financial Analyst for the following line of business(LOB’s) - Credit, Collections, Charge backs& Reconciliations & MIS Reporting.

Working on B2B collection and chargeback.

Manage high dollar collections portfolio for Liz Claiborne, one of the top fashion apparel company with more than 180 + active accounts under one collections portfolio.

Communicate the customer on Past due invoices (30, 60, 90, 150 and 180 + Buckets) and

Ensure that payment is collected on invoices or resolve disputes, if any.

Ensure timely follow ups on accounts as per client defined SLA’s.

Review of Credit Accounts- Credit Hold, Resolving Queries with regards to Approved Orders, Held Orders and working with customers to recover dues and release future orders.

Initiate Final Demand on accounts after completing follow ups on a particular account and have enough back up to prove that internal departments were involved and intimated about non- responsive customer.

Validation & analysis of charge backs (deductions) taken by specialty customers and resolving them from the account. (Reconciliations) as well as validation & analysis of deductions of major retailers.

Analysis and reconciliation of unapplied & unutilized money in the accounts.

Resolving queries of customers pertaining to accounts and ensuring that SLA is adhered

To ensure that cash flow target is achieved and amount stuck up in aged buckets are mitigated and reduced.

Preparing MIS Reporting: Weekly/Monthly: Management & Month End report: Cash Forecast & Goal Report, Aging Report Progress report.

Weekly/Monthly Internal Team Performance Reporting.

Creating Team rosters and managing leaves and weekly offs in the absence of Asst. Manager. EXL SERVICE.COM (I) PVT LTD (PUNE, INDIA), June’2006 – Aug’2011 Customer Care Executive

Worked as a Customer Care Executive and acting Asst. Manager during mangers absence. Involved in Investigation, Analysis and accordingly executing workflow Resolution using SAP, MS Office etc. in BPO Service of utility Sector (UK process).

Working for the Collections process & helping third party with the valid debt to chase for the payment.

Migrated two project from UK namely Cooperative objection & Related MPANS.

Taking care of the above two projects with the team of 15 people.

Reviving team work & making reports for the performance call.

Doing audit for the process & giving feedback.

Ensure that documentation is up to date and input to audits issued by other teams.

Participate in customer WIP (work in progress calls).

Providing training to the associates as & when required.

Monitoring and measuring SLA performance.

Responding to the customer escalations within the set TAT and coordinating with other departments to get the issue resolved ASAP.

Generation of reporting for the “Lead service manager” for most of the major accounts.

Proving weekly, monthly & daily reports for the calls.

Ensure that in Operational Management is regularly informed of all customer related issues.

Relationship building with clients, understanding their requirements and providing services accordingly.

Ensuring quality deliverables along with the work load summary to the clients as per the Service Level Agreements (SLA’s).

Interacting constantly with the client with regard to various aspects such as billing & invoicing through mails

Raising Cooperative objection on request of third supplier

End to End process of SAP in CCW

Implementing term plans for achievement of process and organizational objectives.

Cross training of the teams to create a backup plan for the associates in case of volumes getting dried up on the primary threads we work upon.

Making TBP (Transaction based pricing) report for the Manager. A & M COMMUNICATION PVT LTD (JUST DIAL SERVICES) (PUNE, INDIA), Oct’2004 – June’2006 Team leader – Call Center Operations

Worked as Team Leader for the leading Call Center handling ~25 associates.

Handling team of 25 out bound associates.

Maintaining their efficiency and meeting assigned KPI’s.

Taking Team huddles, decision making, conflict resolution.

Creating reports, auditing calls and providing feed backs.

Handling escalations and providing timely solutions.

Conducting the training and coaching sessions as and when required

Weekly and Monthly reviews with Clients,

Conference calls & Client meetings.

EDUCATION

Bachelor in Commerce from Karnataka university Dharwad, India (First class with distinction)

12th Standard from Kendriya Vidyalaya Belgaum, India CERTIFICATIONS & TRAINING

Certifications:

Multi Media - Photoshop 6, Flash 5, Corel Draw

Training:

Presentation Skills Workshop.

Developing Self Excellence.

Business writing skill.

Communication Skills Workshop.

Performance management system.

First Time Lead Program

Power Training (team bonding).

TECHNICAL SKILLS

MS Office (Word, Excel, Power Point)

Various Business CRM Applications.

Multi Media Apps - Photoshop 6, Flash 5, Corel Draw.

Lean Six Sigma.

PERSONAL INTEREST

Cooking, Traveling, Surfing Internet, Social Networking, Listening Music & Watching T.V

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