Dhurba Singh Khatri
Pune
Summary
Dynamic and results-driven Team Leader with a robust background in Lean Six Sigma methodologies and ISO/IEC 27001:2024 certification, specializing in fraud investigation and mitigation, chargeback resolution, billing/invoice expert , and adjustment processes. Proven expertise in designing and implementing efficient onboarding processes for new initiatives. Adept at leading cross-functional teams to achieve operational excellence and deliver exceptional results in compliance-driven environments. Skilled in optimizing workflows, enhancing customer satisfaction, and driving continuous improvement initiatives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Fraud Mitigation Team Leader
UPS Logistics Pvt Ltd
05.2022 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with the team to identify areas of improvement and devised solutions based on findings.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members’ skills through targeted coaching sessions, resulting in improved individual performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed resources effectively to maintain optimal staffing levels while minimizing costs associated with workforce planning.
- Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals.
- Implemented effective training programs to improve staff knowledge and skills related to SLA management.
- Supervised and guided the billing and Fraud team to ensure accurate and timely invoice processing/adjustments.
- Oversaw the review and analysis of invoices for accuracy and compliance with company policies.
- Coordinated the handling of chargeback requests and ensured proper documentation and evidence collection.
- Ensured compliance with industry regulations and company policies related to billing and invoicing.
- Prepared and presented reports on billing activities, trends, and outcomes to management.
- Identified opportunities for process improvements and automation in billing and invoice adjustment.
- Implemented new technologies and methodologies to enhance billing efficiency and accuracy.
- Developed and optimized SQL queries, stored procedures, and triggers for efficient data manipulation.
- Performed database administration tasks such as backup and recovery, performance tuning, and index optimization.
- Expert in Microsoft 365 (Excel, PowerPoint, Teams, Outlook, Access, Forms, and SharePoint).
- Collaborated with internal teams, such as risk management, IT security, and customer service, to coordinate fraud prevention efforts on vendor accounts and to reduce rejection of auto billing.
- Review high value invoice and billing request before pushing them into system.
- Monitoring vendor accounts fraud and unauthorized transactions. Based on the patterns tweaking the policy and guidelines.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
US Enterprise Billing Analyst
UPS Logistics Pvt Ltd
01.2019 - 04.2022
- Updated pricing on orders in system to promote invoice accuracy for special items, agreements, substitutions and unauthorized deliveries.
- Billing/invoice Rebate Processing:
- Calculate and process billing rebates (approx. 500 in a month) to rectify identified issues.
- Adjust rebate amounts on customer accounts as future payments or checks.
- Explain calculation methodology to sales, business development (BD), and marketing teams for external customer presentations. - Contract Management:
- Validate and manage UPS agreed contracts for customers.
- Identify necessary updates or changes and coordinate with development team for amendments to minimize issues. - Data Management and Audits:
- Maintain adjustment data (calculations, communications) in Data Warehouses (DWH), Access databases, or Internal SharePoint.
- Ensure records are compliant with SOX (Sarbanes-Oxley Act) and other audit requirements for legal and self-audits. - Customer Communication:
- Communicate with internal and external stakeholders regarding Corrective Action Plans (CAP) and issue progress. - Record Retention and Audit Preparation:
- Manage record retention processes and prepare documentation for SOX and self-audits.
- Submit audit findings and recommendations to management for further actions. - UPS Agreement Review:
- Review recurring adjustment requests and summarize findings for management to tweak internal system to avoid defects. - Developed comprehensive reporting tools to analyze billing trends, identify potential issues, and recommend corrective actions.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
Europe Pre-Closeout Auditor
UPS Logistics Pvt Ltd
12.2015 - 01.2019
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Performs audits for all manual/auto billing account/invoices. Manual billing audit is above $10K and $50K for system billing.
- Supplies support to external and internal customers to ensure customer expectations are met in terms of billing and invoices.
- Interaction with shipper customer via email and chat about bill amount and invoice status.
- Process trainings, process updates and implementation as per management evaluation and instructions as well as cross training/refresher training for whole team.
- SOX, SOD, National (self) audit, records retention audit, internal audits. Conducting process knowledge session for team.
- Reviewing financial errors reported by corporate and preparation of CAP and implementation.
- Key role played in new transition of Italy VAT implementation and Italy DSL. Responsibilities like Documenting process, training, and reviewing customers feedback and update same to process owners.
- SOD Audits and removing unnecessary access for whole team and creation of access DLPs.
- ISPC, GDPR, 3PDD cross training and review session for team.
Education
Bachelor of Commerce - Accounting And Finance
GMC
2015
High School Diploma -
GHSS
2012
Skills
- Team Supervision
- Teamwork and Collaboration
- Work Planning and Prioritization
- Performance Improvement
- Process Development and Implementation
- Staff education and training
- Conflict Management with Emotional Intelligence
- Agility and Adaptability Leadership
Certification
- Lean Six Sigma (Green Belt 2024)
- ISO/IEC 27001:2024
- Business Mapping and Automation (2024)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Fraud Mitigation Team Leader
UPS Logistics Pvt Ltd
05.2022 - Current
US Enterprise Billing Analyst
UPS Logistics Pvt Ltd
01.2019 - 04.2022
Europe Pre-Closeout Auditor
UPS Logistics Pvt Ltd
12.2015 - 01.2019
Bachelor of Commerce - Accounting And Finance
GMC
High School Diploma -
GHSS
- Lean Six Sigma (Green Belt 2024)
- ISO/IEC 27001:2024
- Business Mapping and Automation (2024)
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