HARDEEP KAUR
Delhi
Summary
Results-oriented Senior Delivery Analyst with 5 years of expertise in billing operations and service delivery. Managed 100+ client accounts, ensuring SLA compliance and high accuracy. Skilled in resolving escalations, mentoring teams, and implementing process improvements to enhance quality and reduce turnaround time.
Overview
9
9
years of professional experience
Work History
Business Process Delivery Analyst
Accenture
Noida
07.2022 - Current
- Manage end-to-end billing operations and payment reconciliations for 100+ active and terminated US insurance client accounts, maintaining 99%+ accuracy and full SLA compliance.
- Prepare and maintain Monthly Premium Reports using Advanced Excel, ensuring 100% data consistency and integrity across high-volume accounts.
- Acted as SME backup for onshore teams, led process decisions, and contributed to initiatives streamlining premium payment transfer workflows.
- Execute regular audits of charges and refunds, identifying discrepancies early to maintain a zero-error rate in compliance tracking.
- Resolved complex escalated queries from clients and policyholders; performed root cause analysis to implement solutions, reducing recurring queries by 15%.
- Mentored and trained 5+ team members on operational processes, enhancing overall team performance and knowledge transfer.
Processor Associate - Backend Operations
Wipro Limited
New Delhi
01.2019 - 07.2022
- Processed and validated client data for insurance and benefits operations, consistently meeting 100% of internal quality and accuracy benchmarks.
- Maintained comprehensive client documentation, improving internal reporting speed and reducing task turnaround times.
- Collaborated with cross-functional teams to support backend insurance processing, ensuring timely delivery of high-priority projects.
- Onboarded and mentored new employees, facilitating smooth transition into production environment through detailed training.
Administrative Assistant
Shaperjet
New Delhi
01.2017 - 12.2018
- Managed daily office administrative functions, including scheduling and correspondence, ensuring efficient operations and support for staff.
- Maintained and audited customer databases and filing systems, streamlining record retrieval for the management team.
- Coordinated visitor management and multi-line phone systems, serving as primary contact for external stakeholders and enhancing communication.
Education
Bachelor of Arts -
Delhi University
New DelhiHigh School Diploma -
CBSE Board
New DelhiSkills
- Service Delivery Management
- Client Operations
- SLA Adherence
- Escalation Management
- Query Resolution
- Process Optimization
- Root Cause Analysis (RCA)
- SOP Management
- Performance Metrics
- Regulatory Standards
- Data Visualization
- Advanced Excel
- MS Office Suite
- Relationship Management
- Stakeholder Engagement
- MS Office Suite
Languages
- English
- Hindi
- Punjabi
Core Skills
Service Delivery Management, Billing & Payment Reconciliation, SLA Adherence, Escalation Management, Relationship Management, Stakeholder Engagement, Client Operations, Query Resolution, Process Optimization, Root Cause Analysis (RCA), SOP Management, Quality Assurance, Compliance, Power BI, MS Excel (Advanced - VLOOKUP, Pivot Tables), MS Office Suite
Languages
English
Proficient
C2
Timeline
Business Process Delivery Analyst
Accenture
07.2022 - Current
Processor Associate - Backend Operations
Wipro Limited
01.2019 - 07.2022
Administrative Assistant
Shaperjet
01.2017 - 12.2018
Bachelor of Arts -
Delhi University
High School Diploma -
CBSE Board