CHIRAG OSTWAL
Pune
Summary
Results-driven Customer Experience Professional with proven expertise in enhancing billing operations, financial accuracy, and customer satisfaction at Honeywell Automation India Ltd. Skilled in SAP ERP and Salesforce with a strong ability to resolve billing disputes, streamline processes, and implement automation initiatives that ensure compliance and operational efficiency. Adept at training development and quality control, with demonstrated leadership in delivering sustainable improvements. Dedicated to continuous learning, acquiring new skills, and contributing to organizational success through excellence, adaptability, and a proactive approach to problem-solving.
Overview
5
5
years of professional experience
Work History
Senior Customer Experience Specialist
Honeywell Automation India Ltd
Pune
07.2024 - Current
- Supervised end-to-end finance operations including Order-to-Cash (O2C), Record-to-Report (R2R), billing, invoicing, and cash collection, driving accuracy, compliance, and improved cash flow; successfully generated over $75M USD in invoicing within two years.
- Managed Customer & Master Data (SAP MM, SAP CDM) for over 300 ASEAN clients, ensuring accurate invoicing, timely payment tracking, and effective dispute resolution.
- Oversaw billing processes and subcontractor payments through PWP Reports, while leveraging AFDA Reports for financial accuracy, audit readiness, and compliance.
- Streamlined operations by administering a centralized SharePoint repository of validated client and contact information, improving cross-functional visibility and coordination.
- Partnered with finance, procurement, and sales teams to standardize processes, reduce inconsistencies, and minimize errors across billing and reporting cycles.
- Issued and followed up on credit and debit notes for ASEAN clients in collaboration with Finance, ensuring justified resolutions to customer complaints.
- Conducted quality audits and process gap analyses, recommended corrective actions, and drove continuous improvement in compliance, financial reporting, and service delivery.
- Developed and implemented customer service policies and cross-process training, ensuring business continuity, improved customer experience, and strengthened client trust.
- Actively supported collections and query resolution through multiple customer portals, reducing disputes and accelerating payment recovery.
Customer Experience Professional
Honeywell Automation India Limited
Pune
10.2022 - 06.2024
- Handled critical ASEAN documentation for invoice processing and notarized client documents, including signatory authorizations and compliance paperwork, ensuring accurate financial reporting and compliance.
- Managed contract change requests, billing for SPOT, quoted orders, projects, and contracts, while resolving disputes through credits, rebills, and claim adjustments to achieve monthly billing and collection targets.
- Served as the primary point of contact for daily order processing, invoicing, and customer inquiries, supporting ASEAN and APAC operations to ensure timely and accurate documentation.
- Partnered with finance, procurement, and O2C teams to streamline order-to-cash processes, raise IT tickets, and ensure prompt resolution of system issues through Nex Salesforce incidents.
- Contributed to revenue target achievement and business continuity by documenting processes, creating SOPs and checklists, and delivering cross-process training and mentoring to new employees.
- Supported automation initiatives and system enhancements by participating in SAP deployment UAT, contributing to the key-user community, and collaborating with the HUB and IT teams.
- Strengthened compliance and quality by performing root cause analysis, participating in audits, and identifying control gaps; implemented standardized workflows to improve operational efficiency.
- Developed and delivered customer service policies and onboarding sessions, improving collaboration, customer satisfaction, and stakeholder alignment across ASEAN and APAC regions.
Project Admin
Bora Food
Pune
08.2020 - 01.2022
- Played an instrumental role in establishing Kanco Finance, a newly formed Non-Banking Financial Company (NBFC), by overseeing all end-to-end regulatory, compliance, and documentation responsibilities required for licensing as a money lending institution.
- Analyzed, summarized, and compared financial statements from multiple stakeholders, ensuring accuracy and consistency of data prepared for submission to the Reserve Bank of India (RBI).
- Solely managed all RBI communications and inquiries, acting as the primary liaison for compliance, audit queries, and regulatory clarifications.
- Prepared and submitted the application under Section 451A, curating and validating all supporting financial data in collaboration with company directors to meet stringent RBI approval requirements.
- Designed and maintained a comprehensive documentation framework, ensuring completeness, accuracy, and adherence to statutory timelines for regulatory submissions.
- Partnered with senior leadership to establish internal financial governance processes, improving audit readiness and aligning the company’s practices with RBI’s NBFC guidelines.
Education
Bachelor of Law (LLB) -
DES Shri Navalmal Firodia Law College
Pune,India07.2022
Post-Graduate Diploma in Banking & Finance (PGDBF) -
Brihan Maharashtra College of Commerce
Pune06.2021
Bachelors in commerce -
Brihan Maharashtra College of Commerce
Pune06.2020
Higher Secondary Certificate -
Symbiosis College of Arts And Commerce
Pune06.2017
Skills
Subject matter expert (SME)
Quality audit (RCA)
Member account management
Customer relationship management (CRM)
SAP ERP, CORA PPM, Nex, Salesforce
Training and Development
Dispute resolution
Order to cash process
SAP deployment
Process improvement
Request management
Accomplishments
- Recognized as Best Support Employee and honored for Excellence in Dispute Handling.
- Recipient of multiple organizational awards, including:
Continued Excellent Customer Support Award for consistent service excellence.
Stakeholder Award – Act with Urgency for prompt and effective resolution.
Bravo Awards for outstanding month-end support, ownership, and commitment delivery.
Bronze Award – Win Together for collaboration and performance during resource crunch.
Star Award for exceptional contributions and impact. - Achieved rapid career growth, promoted to a senior role within just 18 months in recognition of high performance and leadership potential.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Senior Customer Experience Specialist
Honeywell Automation India Ltd
07.2024 - Current
Customer Experience Professional
Honeywell Automation India Limited
10.2022 - 06.2024
Project Admin
Bora Food
08.2020 - 01.2022
Bachelor of Law (LLB) -
DES Shri Navalmal Firodia Law College
Post-Graduate Diploma in Banking & Finance (PGDBF) -
Brihan Maharashtra College of Commerce
Bachelors in commerce -
Brihan Maharashtra College of Commerce
Higher Secondary Certificate -
Symbiosis College of Arts And Commerce
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