CHETNA THAKUR

• Directed complete account operations for strategic global enterprises, including EY, KPMG, Genpact, and Publicis. Functioned as the exclusive operational lead during the quote-to-cash lifecycle, guaranteeing SLA adherence. Achieved operational excellence to deliver exceptional customer experiences across the portfolio.
• Supervised the entire O2C lifecycle, achieving accuracy in quotations, timely order handling, efficient billing, and optimized collections.
• Serve as a key operational connection for customers and internal stakeholders throughout sales, finance, supply chain, contracting, and customer support.
• Spearheaded quarterly business reviews (QBRs), presenting operational performance, service metrics, and risk mitigation strategies to elevate customer collaboration.
• Pinpointed process shortcomings and control vulnerabilities; executed corrective strategies that reduced cycle time, and resolved disputes and escalations.
• Facilitate continuous net promoter score (NPS) advancement initiatives, and represent customer interests for timely resolution of issues.

Key Achievements:

• Secured 100% NPS for three continuous quarters (Q3’25, Q4’25, Q1’26).
• Cut operational disputes in the EY account from USD 5M down to USD 20K since FY '25.
• Managed to keep escalations at zero outside role parameters across FY '25.

• Supported senior leadership with financial planning, forecasting, budgeting, and performance analysis, driving informed market decision-making.
• Established budgets and quotas to drive financial performance. Conducted an in-depth analysis of historical data for accurate revenue and cost trend forecasting.
• Created monthly revenue and ESC cost forecasts by engaging with cross-functional stakeholders.
• Executed a thorough variance analysis of actuals against forecasts and budgets. Constructed bridges to articulate key performance drivers clearly.
• Designed monthly business review materials for executive management, capturing financial performance, risks, and opportunities to drive strategic discussions.
• Simplified and systematized reporting processes to strengthen data accuracy and enhance overall usability across the organization.
• Maintained compliance with internal controls, and strengthened audit processes through efficient documentation and analysis.

Key Achievements:

• Achieved recognition for rapid support of LT review through comprehensive trend analysis. Transformed flash and FDE files for improved accessibility and control.

• Led revenue recognition for a large project portfolio (approximately USD 100M annually), and managed a team of nine. Strengthened governance, controls, and cross-functional alignment to ensure accurate and timely revenue realization.
• Supervised project execution and change management within government, BFSI, and corporate portfolios to improve operational effectiveness.
• Performed process audits, delivered reinforcement training, and completed compliance reviews to maintain adherence to policies and standards.
• Handled customer escalations and disputes, alleviating financial and reputational risk through strategic communication and negotiation techniques.

Key Achievements:

• Reduced billing disputes by 92% in April 2021 versus the prior fiscal year via improved oversight and control measures.
• Lowered aged pendency by 70% over four months, via meticulous account analysis and prompt issue resolution.
• Achieved the Top Gun Award three times, along with the Customer Experience Award, for contributions to automation initiatives and GST impact mitigation.

• Oversaw O2C operations for government e-marketplace (Digital India) portfolio, leading team of seven and guaranteeing prompt order execution, billing, and revenue recognition.
• Controlled end-to-end O2C processes for government orders securing adherence to contractual and regulatory protocols.
• Engaged with customers and internal teams to refine portal processes and tackle operational bottlenecks.
• Managed pre-bid negotiations for high-value deals (>USD 500k) coordinating with category finance logistics and CS teams
• Oversaw weekly governance discussions to track risk performance metrics and escalations.

• Directed comprehensive O2C execution for intricate government and corporate projects, ranging from USD 4M to USD 20M, while maintaining financial oversight, delivery reliability, and stakeholder engagement.
• Managed and assessed project deliverables within INR and USD businesses to guarantee alignment with objectives.
• Assessed project documentation and deliverables against methodologies and controls, improving overall project quality.
• Assessed project documentation and deliverables to confirm alignment with methodologies and controls.
• Settled post-delivery O2C disputes within SLAs, expediting collections, and reinforcing business units throughout the project lifecycle.

• Operated as the primary client representative, facilitating superior service delivery via coordinated cross-functional efforts.
• Elevated client interaction through targeted training, and efficient transaction execution.
• Implemented retention initiatives through the distribution of organized MIS reports.
• Led cross-functional teams to streamline processes, enhancing operational efficiency and productivity.

• Utilized CRM software to track and manage customer interactions effectively.