Danney Hanok

• Worked as an IT L1 Support for the Getpaid application (Collection Tool).
• Managed ticketing system, ensuring timely responses to client issues.
• Monitoring the interface status from the JDE to the Getpaid application.
• Consulted via call sessions to understand user problems, ran through testing scripts, and asked probing questions to locate root causes.
• Provided technical support to customers via phone and email.
• Collaborated with internal teams to resolve escalated customer queries quickly.
• Identified and resolved issues to maintain connectivity and minimize downtime.
• Ensuring all the daily and month-end activities are met within TAT.
• Weekly and monthly reports are sent to the top-level clients on a timely basis.

• Analyzed customer requirements to design, implement, and maintain effective master data management systems.
• Provided technical support for various teams within the organization regarding their use of master data management tools and applications.
• Created and maintained documentation for all master data management related tasks.
• Maintained accurate records of production output, inventory levels, and other data points as required by management.
• Identified needs of customers promptly and efficiently.
• Maintain order notes, and keep the client updated as to the status of the order placed.

Additional activities at Infosys: Also performed quality checking for the entire team for six months. Checking different kinds of creation, updating, and linking tickets. Preparing the quality check reports.

• Managed customer accounts to ensure timely payments and accurate records.
• Communicated with clients via phone and email to resolve payment issues.
• Collaborated with team members to develop effective collection strategies.
• Facilitated negotiations with clients for repayment plans and settlements.
• Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.
• Reviewed accounts for past due balances and contacted customers to arrange payment plans or collect payments.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Monitor payment and remittance advice, and supply relevant updates to the cash application team to allocate the payments.
• Downloading and sending SOAs (Statements of Accounts) from SAP and emailing the same to customers on a weekly and monthly basis.
• Conduct proactive follow-up with customers using the HRC TOOL on outstanding payments.
• Handling calls with customers and clients regarding payment issues and customer queries.
• Maintaining the service level agreement (SLA) agreed with the client on a daily basis.
• Reviewing credit applications and evaluating creditworthiness, and recommending credit limits.