Aishwarya Negi
Delhi
Summary
Accomplished Senior Operations Analyst with a proven track record at Accenture Solutions Pvt. Ltd, enhancing operational efficiency and customer satisfaction. Expert in CRM, with strong communication skills, led initiatives that reduced payment cycles by 30% and improved service delivery efficiency by 20%. Specializes in root-cause analysis, and workflow enhancement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Operations Analyst
Accenture Solutions Pvt.Ltd
07.2021 - Current
- Perform audits of agent interactions, as per guidelines, policies, service level agreements, and regulatory requirements.
- Conducting root cause analysis for all critical executive escalations to identify training interventions to bridge the gap.
- Design SOPs and develop audit plans.
- Use MIS tools and internal dashboards to extract relevant data reports. Ensuring that data is accurate and up-to-date, typically in spreadsheets or databases.
- Prepare the quarterly newsletter showcasing quality initiatives and achievements.
- Conducting compliance audits to ensure that the organization adheres to internal policies, processes, and procedures.
- Conducting weekly support calibrations to ensure consistent alignment, and deep insights into project performance.
Sr. Executive CRM (Customer Service- Collections)
BPTP Limited
03.2021 - 07.2021
- Successfully implemented streamlined documentation processes, reducing errors, and improving efficiency by 20%.
- Developed and implemented a reporting system that provided real-time insights into project performance, leading to more informed decision-making.
- Led and contributed to market and business development activities, identifying and pursuing new potential client service opportunities.
- Delivered a high level of service to customers in an effort to build upon future relationships.
Sr. Executive CRM
Ajnara India Ltd
12.2019 - 03.2021
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes, and implementing targeted solutions.
- Processed and verified invoices per month, ensuring that all entries were error-free and compliant with company policies.
- Coordinated with internal departments (sales, customer service, and finance) to resolve billing discrepancies and customer complaints, leading to a 10% increase in customer satisfaction.
- Negotiated favorable contract terms with vendors, leading to significant cost savings, while maintaining product quality and timely delivery.
- Oversaw collections for accounts with overdue payments, recovering 60% of outstanding balances within 20 days.
- Delivered monthly reports to senior management on cash flow performance, identifying key trends, and recommending strategies for improved receivables management.
- Conducted root cause analysis on payment delays, and implemented corrective actions that resulted in a 30% reduction in payment cycles.
Education
B.COM - Business Management
PGDAV College
New Delhi08.2017
Skills
- Billing and invoicing systems, such as SAP (Production), etc
- Collections and Dispute Resolution
- Customer Relationship Management (CRM)
- Strong communication and negotiation skills
- Balance collection
- Team collaboration
- Critical thinking
- Workflow enhancement
- Root-cause analysis
Languages
Hindi: Read and Write
English: Read and Write
Certification
- Certified in Feedback Fuels Training
- Won Encore Team Award at Accenture
- Won Star of the business Award at Accenture
- Won Core value champion award
- Pursuing Business Intelligence Certification
- ACQuA Trained
Timeline
Senior Operations Analyst
Accenture Solutions Pvt.Ltd
07.2021 - Current
Sr. Executive CRM (Customer Service- Collections)
BPTP Limited
03.2021 - 07.2021
Sr. Executive CRM
Ajnara India Ltd
12.2019 - 03.2021
- Certified in Feedback Fuels Training
- Won Encore Team Award at Accenture
- Won Star of the business Award at Accenture
- Won Core value champion award
- Pursuing Business Intelligence Certification
- ACQuA Trained
B.COM - Business Management
PGDAV College
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