Abhil Nathan S

Advanced through multiple roles in the Collections department before reaching the position of Manager in L&D.| O2C.

Training - 2017 to Till date

• Responsible for new hire onboarding, reporting, preparation of training schedules, and review meetings post-certifications.
• Ensured prompt delivery of training initiatives through effective coordination.
• Enhanced content accuracy by maintaining and updating process training materials.
• Conducted periodic reviews to ensure awareness of O2C process updates.
• Conduct quarterly assessments, and provide inputs on improvement areas. Data analysis experience: assessment score analysis, tenure-based learning curve progress.
• Analyze training metrics to identify focus areas. Work on overall process development.
• Effectively conveyed changes and initiatives from Global Process Owners to all team members.
• Participate in all the Process Owner initiatives, including attending calls and actively participating in process improvement and change initiatives.
• Content creation for eLearning materials via Vyond and Adobe Captivate.
• Testing of applications (GSI and Fusion) on all change initiatives: act as a SPOC to the GPO testing teams.
• Responsible for taking interviews and hiring the right candidate to improve processes and back up strengths.

Quality - 2017 to 2019

• Conduct process audits on set parameters.
• Coordinate and manage rebuttals raised by the analysts.
• Provide analysis and feedback on the errors identified.
• Assist in arriving at the root cause of errors.
• Monitor the repeatability and reproducibility of errors.
• Ops Calibration: Scheduling, reports, and ensuring clarity of the audit process through calibration.
• Provide inputs to the Operations and Training team on improvement areas.

Operations Management - 2012 to 2017

• Managing the team with multi-million-dollar portfolios of current acquisitions and existing business verticals.
• Manage a team of lead analysts and senior analysts who handle key Oracle customers and are involved in issue resolution activities.
• Providing end-to-end resolution to the customers, approving sales deals, and resolving issues related to deals with the Deal Management Team. Also working with the Oracle Legal Team, the Credit Analyst Team, to ensure smooth and risk-free business between Oracle and customers.
• Managed credit and collections activities to include the timely cash collection of customer accounts, assessing creditworthiness, minimizing bad debts, and ensuring contract compliance and/or recommending legal action.
• Responsible for managing the activities of credit approval and credit collection.
• Ensuring a close view of the financial transactions between Oracle and its customers, and anticipating possible financial risks pertaining to different LOBs, to minimize the threats to the business between Oracle and its customers.
• Coordinating with internal departments on credit policies. Overseeing the analysis of accounts receivable, the aging of accounts to determine overdue accounts, and collections procedures. To analyze each and every credit/rebill dispute and take necessary steps to minimize the recurrence of similar issues.
• Generating and analyzing regular reports for the senior management team, and sharing plans and estimations for monthly and quarterly SLAs.
• Working on a wide range of aging buckets to reduce overall aging and realize cash the soonest.
  Research and appropriate application of funds through the cash application team.
• Handling any escalations for different LOBs (order management, cash application, AR, etc.) as Credits and Collections are the only customer-facing team.
• Working with internal and external stakeholders, maintaining relationships, and ensuring business development.
• Managing performance with regular account reviews, providing constructive feedback, and dealing fairly with non-performance.

• Handling inbound calls and customers' requests related to their accounts.
• Maintain AHT, and avoid escalations.
• Coaching new joiners while guiding them on calls about how to turn around a no-win situation to your favor.
• To ensure 100% confidentiality of customers' data through data protection, and 100% quality.
• Advising on the best payment plan option to reduce the monthly installments during their hardship.
• Empowered to reverse late fees on the accounts if the reason for the delay in payments is genuine.
• Help-Q & Escalation Specialist (Tier-1 Supervisor): Assisting floor agents with their queries, handling escalated calls, and irate customers.

• Handling Outbound Calls and Collecting Payments.
• Handling customers' requests related to their accounts.
• Educating the borrowers about the consequences if the payment is delayed.
• Processing payments on outstanding balances via credit card, balance transfer.
• Coaching new joiners while guiding them on calls about how to turn around a no-win situation to your favor.
• To ensure 100% confidentiality of customers' data through data protection, and 100% quality.