Anitha S
Business Operations Associate
Bangalore
Summary
Meticulous Business Operations Associate offering 2 years of financial management and business operations knowledge, including data analysis and database management. Well-versed in monitoring operational performance and implementing corrective actions to improve efficiency and productivity.
Overview
11
11
years of professional experience
5
5
Languages
Work History
Business Operations Associate
Accenture
08.2022 - Current
- As a Business Operations Associate at Accenture Operation I am working on the SAP, Oracle, Lawson, DFM (ROW and AMERICAS), Azure for Schlumberger client since August 2022
- The project’s scope deals with processing payments for the invoices submitted by the supplier by emails through Service Now tool. In detail I’m focusing on the below following topics:
- Managing daily in flow for Bucharest region and giving access to the supplier
- Understanding and executing the queries of the supplier and reply with the solution in their own language For Ex: French, Spanish, Portuguese, German etc.
- Using expert knowledge, referring MOM and DTP’s for processing the tickets
- Regular communication with the internal payments team, IP team and SLB point of contact to process goods receipt, Purchase order and release the payment.
- Cross trained in other queues such as Buenos Aires Region, Caspian Countries and globally supporting other countries as well.
- Cross-Skilling and training the team in other queues.
- Managing daily reports and volumes within the given SLA, Maintaining the score card, CSAT, AHT, Metrics and PKT.
- Sending the Productivity, Efficiency, Break Report, AHT and CSAT for the team on daily basis.
- Attending classroom trainings to upskill the knowledge and get certified.
- Enhanced team productivity through effective communication, collaboration, and time management strategies.
- Prepared detailed reports for senior management, highlighting key performance indicators and progress towards goals.
- Maintained database systems to track and analyze operational data.
Customer Contact Comms Associate
Accenture Operations India
11.2019 - 07.2022
- As a Customer Contact Communications Associate at Accenture Operations I am working on the DaaS (Digital as a service) since February 2017
- The project’s scope deals with handling customer in enquiries in an automated fashion using Optical Character Recognition (OCR) for number porting, Natural Language Processing (NLP), Robotics Process Automation (RPA) and Direct debit change (IBAN) for German Bank. In detail I’m focusing on the below following topics:
- Managing daily in flow and assigning cases to the automation.
- Executing queries on SQL tool to understand the documents processed By BOT.
- Using expert knowledge to process cases manually.
- Auditing cases worked by bot and making necessary changes on the tool If any cases got worked by bot incorrectly.
- Managing and making changes on Bots as per the volume reports shared by team.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Led training sessions for new employees to ensure smooth integration into the company culture and workflow.
Customer Service Associate
Accenture Operations India
06.2016 - 11.2019
- As a Customer Service Associate at Accenture Operations, I was working for a major Telecommunications client from the United Kingdom
- The company is one of the leading service providers in the UK Part of this project’s scope and my responsibility was first level customer support.
- Resolving queries raised by Rep’s through web chat.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Conducting continuous improvement initiatives to gradually reduce the Average Handling Time (AHT).
- Actively engaged in KPI tracking & reporting and achieving monthly targets.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Associate
Allsec Technologies Ltd
09.2013 - 01.2016
- As a Customer Service Associate at Allsec Technologies, I was working for Yum International Brand clients from India
- The company is one of the best services provides across India providing first level customer support & queries.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Co-Ordinating with stores and solving the Customer’s issue at first instance and actively engaged in tracking on a real-time basis.
- Conducting continuous improvement initiatives to gradually reduce the Average Handling Time (AHT)and Meeting SLA.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Provided training and support to new associates to help provide high-quality customer service.
Education
B. Com - Financial Accounting
Sri Aurobindo College For Women, Bangalore
Bengaluru, IndiaPre-Degree - Financial Accounting
Sri Sai College For Women, Bangalore
Bengaluru, IndiaSecondary School Leaving Certificate -
Bangalore Education Society, Bangalore
Bengaluru, IndiaSkills
Awards
- Edge Award - I was awarded this for the efforts towards creating value for clients through business outcomes. My submitted & implemented ideas resulted in monetary client value and improved client satisfaction
- Core Value - This was awarded to me for adhering Accenture Core Values & deliver value to Accenture and to the communities in which I was working.
Playing VolleyBall
Volleyball and Singing is my passion. I keep practicing whenever i have time so that i never forget the touch of it.
Timeline
Business Operations Associate
Accenture
08.2022 - Current
Customer Contact Comms Associate
Accenture Operations India
11.2019 - 07.2022
Customer Service Associate
Accenture Operations India
06.2016 - 11.2019
Customer Service Associate
Allsec Technologies Ltd
09.2013 - 01.2016
B. Com - Financial Accounting
Sri Aurobindo College For Women, Bangalore
Pre-Degree - Financial Accounting
Sri Sai College For Women, Bangalore
Secondary School Leaving Certificate -
Bangalore Education Society, Bangalore
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