Ankita Mishra
Customer Operations Lead
New Delhi
Summary
A strategic professional, offering comprehensive experience of over 14 years in Order to Cash Management, Commercial Operations, MIS, Accounts Receivable Management, Accounting with an organization of repute
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Assistant Manager- Web Billing (Invoice Processing)
Keysight Technologies
New Delhi
09.2023 - Current
- Leading and supervising a team of invoice processors (18 people), ensuring proper distribution of workload, meeting deadlines, and maintaining a high level of accuracy.
- Providing ongoing training, guidance, and mentoring to team members to enhance productivity, job performance, and knowledge of best practices.
- Conducting performance reviews and providing constructive feedback to team members to foster professional growth.
- Oversee and ensure the timely processing of invoices from receipt to payment in compliance with company policies and applicable regulations.
- Reviewing invoices for accuracy, completeness, and proper documentation before approval for payment.
- Managing invoice discrepancies and resolving issues with vendors, internal departments, or other stakeholders as needed.
- Continuously assessing and identifying opportunities for process improvements and workflow efficiencies in invoice processing.
- Collaborating with other departments to ensure smooth and accurate invoices and compliance with contract terms.
- Maintaining up-to-date knowledge of industry trends, best practices, and any relevant legal or regulatory changes impacting invoice processing.
Assistant Manager-First Contact Non-Voice-Order Management
Keysight Technologies
New Delhi
07.2018 - 08.2023
- Working in various queues which includes Sales & Support requests received from customers.
- Managing Order to Cash process for USA & Canada region for direct and indirect customers (Channel/Partners).
- Coordinating and interacting with the Sales Team to collaboratively forecast and plan customer shipments.
- Interacting with the partners through conference calls for process improvements planning, escalated issue resolutions with the client and best practice sharing.
- Planning and spearheading the monthly activities pertaining to order management, team management, issue resolutions.
- Ensuring TAT is met in every queue and orders are processed timely.
- Handling sales queries received by customers via email.
- Preparing timely response on Sales PO and RFQ received by customers.
- Developing strategies for customer Data Management to enhance their operational efficiency leading to increased productivity; working closely with Sales, Order Management, Order Fulfilment Team to ensure timely shipment.
- Coordinating with cross functional teams to ensure timely processing of the request.
- Maintaining records of all sales, purchase and logistics data presenting to the management timely.
- Providing departmental support to Project Manager & Order Management.
- Entrusting with the responsibilities of: Supporting Territory, Channels and Account Sales Plans Definition and Execution, Vendor Management and close interaction with OEMs, Ensuring proper approvals and authorizations are in place during order processing.
- Interacting with the partners through conference calls for process improvements planning, escalated issue resolutions with the client and best practice sharing.
- Ensuring & monitoring compliance with company policies.
- Leading overall functioning of processes, identifying and recommending improvement areas and implementing adequate measures to enhance the customer satisfaction level.
- Monitoring the performance of employees to ensure efficiency in operations and meeting of KRAs; Ramping up the team's performance and delivering value-added solutions which further enhanced operations profitability.
- Conducting training for the new hires in the team and arranging their Product Knowledge Test after completion of their training; supporting other duties as assigned to help the company achieve its goals.
- Preparing MIS reports and publishing various critical metrics reports (Daily dashboard) for the team & detailed metrics for monthly review.
- Having a continuous improvement mindset and proactively identify opportunities and solutions to customer/Channel Partner issues.
Team Lead -Customer Service Operations (Accounts Receivable & B2B Collection)
Genpact
New Delhi
08.2011 - 06.2018
- Managed email queries related to disputed Invoices; engaged in research & analyzed the disputes/ deduction in ERP.
- Followed-up with various departments to get supporting documents/info for dispute/ deductions resolution.
- Engaged in Master Data Management; managed setting up vendor accounts and Material Master data in SAP (template/ standard form based); maintained (Change, modification, block, unblock) of Vendor Master records in SAP
- Engaged in Reason coding in SAP/ERP of various disputes & deductions; followed-up with customers via email, phone to resolve the past due issues
- Identified opportunities & recommend solutions for process & automation enhancements; drove efficiencies by using data, analytics & problem-solving techniques across departments
- Performed daily reporting of individual portfolios to track & monitor the past dues; implemented collections strategy to reduce the past dues
- Analyzed and sent inputs to the onshore reporting team for monthly past due numbers
- Developed win-win solutions by using cross-functional collaboration & influence on further improvement end-toend processes; enhanced efficiency & automation by utilizing technology & reporting (SAP/Excel/Access)
- Worked both independently & as a part of a team to monitor customer accounts, identified, investigated & resolved skipped delayed and/or disputed payments & other irregularities in team
Education
Master of Arts - English Literature
Kanpur University
Utter Pradesh 05.2012 - 06.2014
Bachelors - undefined
Kanpur University
Skills
- Strategic Planning
- Order to Cash
- Reporting & Documentation
- Customer Service
- Master Data Management
- Leadership
- MS Office
- SAP
- Salesforce
- Siebel
Team leadership
Location Preference
Delhi, NCR
Certification
Scrum Master
Timeline
Scrum Master
05-2025
Assistant Manager- Web Billing (Invoice Processing)
Keysight Technologies
09.2023 - Current
Assistant Manager-First Contact Non-Voice-Order Management
Keysight Technologies
07.2018 - 08.2023
Master of Arts - English Literature
Kanpur University
05.2012 - 06.2014
Team Lead -Customer Service Operations (Accounts Receivable & B2B Collection)
Genpact
08.2011 - 06.2018
Bachelors - undefined
Kanpur University
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