Divya Kumari
Bengaluru
Summary
Dynamic Leader with extensive experience at Accenture, driving cash application and collections excellence. Proven track record in optimizing processes and enhancing team performance through effective communication and decision-making. Skilled in SAP and project handling, I successfully implemented automation solutions, achieving significant efficiency improvements while fostering a high-engagement team culture.
Overview
14
14
years of professional experience
Work History
Assistant Manager (Order to Cash)
Accenture Solution Pvt. Ltd
04.2019 - Current
- Managed and led a team of 20+ associates, ensuring high performance, productivity, and quality in cash application processes.
- Owned end-to-end AR operations, ensuring consistent delivery against SLAs, KPIs, and client expectations.
- Led monthly SLA review calls with clients, presenting performance metrics and improvement plans to enhance service delivery.
- Successfully drove FTE reduction initiatives, identifying inefficiencies and optimizing resource utilization without impacting service delivery.
- Led the development and implementation of a BOT solution that automated the entire cash application process, significantly improving turnaround time, accuracy, and efficiency.
- Acted as a primary point of contact for client stakeholders, managing communication, escalations, and relationship building.
- Streamlined process standardization and documentation, enabling scalability and ensuring consistent operations.
- Mentored and coached team members, improving team capability, engagement, and retention.
- Identified and implemented process improvements using data insights, reducing errors and optimizing cycle time.
- Proactively managed escalations and ensured timely resolution to maintain high client satisfaction.
- Played a key role in process transitions and stabilization, ensuring smooth knowledge transfer and minimal operational disruption
Collections & Dispute management
Fedex
- Handled a team of 5, allocation of the work to the team members based on ageing
- Handled aged debt monthly call with the client and discussed on the cash collection and prepared the forecast report for the month
- Prepared the dashboards and collection weekly forecast report
- Lead account review calls with the client on strategic accounts and highlighted the issues and provided solution
- Initiating collection efforts based on the aging buckets
- Monitored problematic customer accounts to identify and Investigate non-payments, delayed payments and other irregularities
- Disputing invoices, as per the customer's queries to issue credits for customers
- Identify the root cause of the non-payment of the invoices
- Reconciliation of the accounts and validating the credits and the overpayments
- Investigate and process refunds based on the status of the accounts
- Perform audits on the QCF portal, attend monthly external calibration call to discuss on the QCF errors and the CAPA performed on each error
- Maintain the 3/3 tracker and the Power BI file
Specialist- (Dispute management and Collections) Order to Cash
XEROX BUSINESS SERVICES INDIA LLP
10.2015 - 04.2019
- Researched and communicated with customers to collect on overdue accounts, facilitating timely resolution and payment.
- Tallying the Remittances received from the customer with regards to the Invoices paid and the invoices due for the cash application team to process the payment
- Generated invoices by reviewing configuration sheets and collection notes, ensuring accuracy and timely billing.
- Issued credits for the incorrect invoices and reissue a new invoice
- Providing manual credits with supporting documents for easy flow of collection
- Handling calls from the onshore team such as aged query calls, target calls
- Preparing the invoice statements of all the accounts starting of the month and sending them to the customers
- Updated meter reads for unbilled contracts to ensure accurate billing.
- Work on Pricing Queries- Apply Discounts on Contracts
- Terminated contracts at lease expiration and scheduled engineer visits for efficient machine retrieval.
- Successfully completed the project for the Billing Team on the Older Unbilled BRIS
- Successfully stabilized process migrated in 2015 (October) from Dublin
Foreclosure Consultant- Mediations
OCWEN FINANCIAL SOLUTIONS
07.2013 - 09.2015
- Approved fees for counsel on mediation matters to ensure alignment with case requirements
- Approve fee for Special Counsel by reviewing the Invoice Copies
- Collaborated with Home Retention-Consultant (IIRC) to deliver effective modification options to borrowers
- Coordinated with attorneys to expedite movement of aged files and secure timely updates
- Achieved all set targets from the team and departments
- Maintain 100% quality throughout the month
Process Associate-(Cash Application) Order to cash
HEWLETT PACKARD (HP)
05.2012 - 06.2013
- Applying and allocation of cash
- Raising disputes and deductions for which customer is claiming
- Reviewed unidentified and unapplied payments to determine resolution actions.
Education
Bachelor of Commerce - Finance specialization
MSRCASC
Bangalore06-2012
Secondary school -
Little Flower school
01-2009
Skills
- Microsoft Office
- PowerPoint
- Excel
- Outlook
- Citrix
- SAP
- Oracle
- Project handling
- Decision making
- Communication
- Multi-tasking
- Time Management
- People management
Accomplishments
- 2021,2026,2024 Star Business Award, Accenture
- 2020,2025 Encore Award, FedEx
- 2016, Top Performer Award, Xerox
Languages
- Hindi
- English
- Hindi
Personal Information
- Father's Name: Dr Blay Kumar
- Date of Birth: 06/04/91
- Nationality: Indian
- Marital Status: Married
Timeline
Assistant Manager (Order to Cash)
Accenture Solution Pvt. Ltd
04.2019 - Current
Specialist- (Dispute management and Collections) Order to Cash
XEROX BUSINESS SERVICES INDIA LLP
10.2015 - 04.2019
Foreclosure Consultant- Mediations
OCWEN FINANCIAL SOLUTIONS
07.2013 - 09.2015
Process Associate-(Cash Application) Order to cash
HEWLETT PACKARD (HP)
05.2012 - 06.2013
Collections & Dispute management
Fedex
Bachelor of Commerce - Finance specialization
MSRCASC
Secondary school -
Little Flower school