Salesforce
Dipak Agarwal
Goal-Oriented Senior Executive With 3+ Years Of Experience In Different Work Domain.
Summary
Highly-motivated, deadline-committed, goal-driven accountant with over 3 years of experience and degree in Master of commerce. Proven track record of excellence. Some of the core skills include Order Management, Invoice processing, Order processing, Order to cash, Billing Dispute Management, Billing Adjustment and setting of Payment plan for customers, Supervised team members whenever required. An engaging team-player who also acts as a motivator.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Consumer Associate
Lumen Technologies india Pvt Ltd
03.2023 - Current
- Manage Order requests, Order Entry, Order Dispatch and Invoicing.
- Learned and applied knowledge of customer workflow, preferences and SOPs to meet customer expectations.
- Trained and mentored junior staff on customer service strategies and techniques.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Managed customer relations through communication and helpful interactions.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
Process Delivery Specialist
IBM, Global Business Services
06.2022 - 02.2023
- Managing Billing invoices received in portal and process them according to business procedures in SAP ERP tool.
- Examination of unregistered vendor invoices and process PO based invoice in 2 way and 3 way match.
- Identify different ways to process complex orders and reach out to client representative for speedy resolution on hold invoices.
- Developed system for coordinating with customers, sales partners, and ordering partners to accomplish all requests.
- Managed team of 20 for period of week in absence of manager, by overseeing HR and Payroll, day-to-day planning, maintaining of data and reports, and responding to emails.
- Prepared standard operating procedures (SOPs) documents for incoming personnel
- Trained 10 employees in new process (16-hour course) resulting in high performance and clearing of backlogs.
Customer Service Advisor
BT Global Services
04.2020 - 05.2022
- Responded to customer inquiries and complaints, managed resolution while tracking customer satisfaction levels and escalated priority issues to executive team.
- Management of orders received in web tool and processing of orders as per onshore engineering requirements.
- Assisted colleagues, managed email correspondence and coordinated engineers scheduled to visit customer site.
- Developed and implemented new processes and procedures which significantly increased quality and efficiency of customer service
- Processing of orders and working on different web based tools.
- Thorough knowledge about process for day to day operations and training of new hires.
Travel Consultant
Holiday Travel Triangle
05.2019 - 12.2019
- Communicated with customers via phone or email to resolve any product issues, ensuring all-time great customer experience.
- Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets.
- Coordinate transportation, accommodations and itineraries for domestic and international trips for clients based on client's needs, budgets and expectations.
- Develop client intake forms and interview processes that enhance ability to understand client requirements and led to 20% increase in customer satisfaction.
- Planned and coordinated any travel arrangements for various individuals, groups, and companies, ensuring that clients' requirements are always fully met.
Education
Master of Commerce - Accounting and Finance
University of Calcutta
Kolkata, India 05.2014 - 08.2017
Bachelor of Commerce - Accounting and Finance
University of Calcutta
Kolkata, India 04.2012 - 06.2014
Higher Secondary - Commerce
Pramila Memorial Institute
Kolkata, India 04.2012 - 06.2014
Skills
Accounts Payable, Order Management, Order Processing
Certification
Executive Post Graduate Programme in Business Analytics (Upgrad)
Accomplishments
- Received Spot On Award for excellent performance throughout tenure.
- Received reward points for 100% quality.
- Recognized with gift voucher in annual Global all hands meet 2022.
Software
SAP
Interests
Travelling
Camping and Solo Trips
Timeline
Executive Post Graduate Programme in Business Analytics (Upgrad)
07-2023
Consumer Associate
Lumen Technologies india Pvt Ltd
03.2023 - Current
Process Delivery Specialist
IBM, Global Business Services
06.2022 - 02.2023
Customer Service Advisor
BT Global Services
04.2020 - 05.2022
Travel Consultant
Holiday Travel Triangle
05.2019 - 12.2019
Master of Commerce - Accounting and Finance
University of Calcutta
05.2014 - 08.2017
Bachelor of Commerce - Accounting and Finance
University of Calcutta
04.2012 - 06.2014
Higher Secondary - Commerce
Pramila Memorial Institute
04.2012 - 06.2014