Arshita Dhara
Accounts Receivable- Collection Specialist
Gurugram
Summary
Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
AR Specialist- Collections
Genpact
08.2023 - Current
- As a Senior Accounts Receivable Collections Specialist and Team Lead, I am responsible for managing a portfolio of customer accounts to ensure timely and accurate collections, as well as overseeing a team of 10 AR professionals
- In my role, I contribute to process improvements, train new team members, and provide guidance and support to ensure the team's success in meeting company collection targets
- Within my first year at Genpact, I earned the Subject Matter Expert (SME) certification and Process Trainer certification.
- I conduct process training, PKT and whiteboarding assessment for my process.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Managed a high volume of customer accounts while maintaining strict attention to detail, ensuring all transactions were accurately recorded and documented.
Customer care professional
AMERICAN EXPRESS
11.2016 - 08.2021
- Worked with the American Express Live Chat team supporting US card members in Gurugram for 15 months
- Transitioned to the UK market chat team for 2 years, mentoring and supporting new hires
- Recognized for exceptional performance, selected for the pilot batch of 16 experts for the Sweden Live Chat team
- Awarded multiple Best Performer recognitions for consistently delivering outstanding results
- Participated in ongoing professional development opportunities to continuously enhance customer care skills and knowledge.
- Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
- Maintained comprehensive product knowledge, staying up-to-date on new features and offerings to better assist customers.
- Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
Customer Care Executive
AMAZON
09.2015 - 09.2016
- Providing valuable Hyderabad support as a Subject Matter Expert (SME)
- Member of the Escalation Team called DART, contributing to resolving customer issues and handling escalations effectively
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Streamlined customer support processes for improved call handling times and resolutions.
Education
Bachelor of Arts - English Hons
CALCUTTA UNIVERSITY
03.2009 - 12.2012
12th - undefined
WBSCHE
03.2007 - 03.2009
10th - undefined
WBSCE
Skills
AR aging reports
Payment plan negotiation
Payment tracking
Accounts receivable management
Professional ethics
Client communication
ERP systems
Relationship building
Accounting software proficiency
Cash application
Process improvements
Account reconciliation
Collections management
Timeline
AR Specialist- Collections
Genpact
08.2023 - Current
Customer care professional
AMERICAN EXPRESS
11.2016 - 08.2021
Customer Care Executive
AMAZON
09.2015 - 09.2016
Bachelor of Arts - English Hons
CALCUTTA UNIVERSITY
03.2009 - 12.2012
12th - undefined
WBSCHE
03.2007 - 03.2009
10th - undefined
WBSCE
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