Harpreet Kaur

• Leading a team of 20–25 members across Cash Application and Collections processes, ensuring timely and accurate processing of transactions.
• Overseeing daily operations , including cash posting, unapplied cash handling, payment reconciliations, customer account management, and AR follow-ups.
• Provide weekly/monthly reporting on team performance, aging reports, cash application status, and other key operational metrics.
• Ensure SLA and compliance adherence , while aligning practices with internal audit, SOX, and regulatory standards.
• Drive process improvements by analyzing KPIs, reducing unapplied cash, minimizing aging, and optimizing team workflows.
• Work closely with Europe-based clients , while having past experience managing US and UAE client portfolios, demonstrating cross-regional process adaptability.
• Maintain frequent communication with global stakeholders to align expectations, provide status updates, and address escalations or exceptions.
• Actively engage in hands-on production work when required , to better understand process complexities and provide direct support to the team.
• Successfully managed the transition of a new OTC project , from knowledge transfer through to go-live, ensuring process continuity and documentation.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Organized professional development programs for staff, leading to improved performance and skill sets.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges..
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security..
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear targets and objectives and communicated to other team members.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Led a team of 7 members responsible for managing collections for the UAE market , ensuring timely follow-up and resolution of outstanding receivables.
• Oversaw B2B collection activities , including aging analysis, customer account reviews, dispute resolution, and escalations.
• Built and maintained strong relationships with key UAE-based clients to reduce DSO and enhance payment behavior.
• Ensured regular reviews of overdue accounts , worked with the team to prioritize high-risk accounts, and implemented collection strategies.
• Provided training, guidance, and performance feedback to team members to strengthen process knowledge and improve results.
• Acted as the point of contact between the collections team and internal departments , including Sales and Customer Service, for issue resolution.
• Prepared and presented weekly collection dashboards and status reports to senior management and stakeholders.
• Ensured compliance with regional business norms and cultural sensitivities when interacting with UAE-based customers.
• Collaborated closely with clients and internal teams to resolve disputes, short payments, and unapplied cash , contributing to a cleaner AR ledger.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.

Key Achievements

• Analyst (April 2016 – Jul 2018)
• Senior Analyst (Jul 2018 – Dec 2019)
• Specialist (Jan 2021 – Sep 2021)
• Managed accounts receivable for a portfolio of 500+ franchised hotels across the US and Canada , ensuring timely collections and accurate reconciliations.
• Oversaw full-cycle credit control, dispute resolution, and customer communications to maintain smooth financial operations.

Stakeholder Collaboration:

• Built and maintained strong working relationships with hotel owners, general managers, and key stakeholders to resolve disputes, communicate credit terms, and align on payment schedules.
• Regularly shared status updates, aging trends, and recovery forecasts during stakeholder calls and monthly business reviews.

Receivership & Legal Coordination:

• Handled a specialized portfolio of receivership hotels , collaborating with the legal department for recovery of outstanding balances in complex financial situations.
• Ensured all documentation and recovery efforts aligned with internal policy and legal compliance standards.

Reporting & Data Analysis:

• Created and delivered reports including aging summaries, conference credit metrics, and discount analysis to support business decisions.
• Monitored over 60 financial buckets and proactively flagged at-risk accounts, reducing bad debt and improving cash flow predictability.
• Earned two promotions within 5 years for strong performance, leadership potential, and contributions to strategic initiatives.
• Successfully improved aging metrics and reduced overdue balances by implementing targeted collection strategies .
• Strengthened cross-functional collaboration , resulting in more efficient issue resolution and better client communication.
• Enhanced process reliability and transparency by integrating feedback and refining documentation, reporting, and follow-up protocols.

Key Achievements:

• Sanction Letter Management:
  Drafted, reviewed, and processed sanction letters for telecom services across all Customer Service Centers (CSCs) in India. Ensured alignment with internal policies and financial approval workflows.
• Audit Coordination & Compliance:
  Analyzed and responded to audit reports from northern and southern regions , collaborating with CSC leads to resolve compliance issues and operational gaps.
• Lease Agreement Management:
  Handled CSC lease documentation across various stages, including new agreements, renewals, cancellations , and payment tracking, ensuring legal and operational accuracy.
• Policy & Legal Alignment:
  Supported the transition from telecom-based documentation to legal letter review processes , requiring in-depth attention to compliance, legal terminology, and procedural accuracy.
• Cross-Functional Collaboration:
  Worked closely with regional CSC teams and senior management to align practices with corporate policies , improve documentation standards, and support audit readiness.
• Survey & Customer Feedback Monitoring:
  Investigated low customer survey response rates , analyzed root causes, and recommended strategies to enhance engagement and feedback accuracy in car hire booking processes.
• Call Quality Monitoring:
  Listened to and reviewed employee-customer interactions, providing constructive feedback to improve call quality, service delivery , and customer satisfaction .
• Promoted to Quality Analyst within a year for consistently demonstrating high-quality output, accuracy in documentation, and a proactive approach to compliance and feedback handling.
• Maintained a 100% quality compliance rate , recognized for meticulous documentation review and effective communication with cross-functional stakeholders.
• Successfully shifted from a telecom operations role to a legal document review focus , strengthening process governance and policy adherence.

Achievements:

• Analyzed low response rates for customer satisfaction surveys related to car hire bookings , identifying key factors contributing to limited customer participation.
• Conducted root cause analysis by reviewing survey distribution methods, timing, question design, and customer engagement channels to understand barriers to response.
• Collaborated with cross-functional teams (marketing, operations, and customer service) to develop and implement strategies aimed at increasing survey participation , such as optimizing survey timing, simplifying questions, and offering incentives.
• Monitored the impact of implemented strategies through regular tracking of response rates and feedback quality, adjusting approaches based on data-driven insights.
• Listened to recorded customer service calls to evaluate employee interactions , assess adherence to quality standards, and identify training needs.
• Provided constructive, timely feedback to employees on call handling techniques, customer communication, and problem resolution skills to improve overall service quality.
• Fostered a culture of continuous improvement by encouraging team members to adopt best practices and participate in quality enhancement initiatives.
• Maintained detailed documentation of quality assessments, feedback sessions, and improvement plans to ensure transparency and accountability.
• Promoted from Executive to Quality Analyst within one year in recognition of strong analytical skills, attention to detail, and commitment to service excellence.
• Maintained a 100% quality compliance rate , consistently meeting or exceeding company benchmarks for call quality and customer satisfaction.
• Successfully increased survey response rates by implementing targeted process improvements, contributing to more reliable customer insights and service enhancements.
• Enhanced team performance and morale through effective coaching and a collaborative feedback approach, leading to measurable improvements in customer experience metrics.

Key Achievements:

Key Responsibilities:

• Conducted proactive B2B collections for first-party receivables related to fax and printing machines primarily servicing clients in the USA market .
• Maintained accurate and up-to-date customer account records by updating payment statuses, aging buckets, and follow-up notes in the ERP system.
• Executed structured collection calls and email follow-ups based on bucket aging reports , targeting overdue invoices to accelerate payment recovery.
• Coordinated with internal teams and external customers to resolve billing disputes, clarify invoice discrepancies, and negotiate payment plans.
• Managed daily collection workflows to meet defined KPIs and ensure compliance with company policies and customer agreements.
• Provided regular updates and reports on collections progress, cash inflow, and high-risk accounts to team leaders and management.
• Ensured meticulous documentation of all collection activities for audit and compliance purposes.
• Followed up persistently on slow-paying accounts, escalating to senior management when required to maintain healthy receivable cycles.
• Awarded the Star Award for outstanding collection performance , recognized as one of the top collectors within the team.
• Consistently met or exceeded collection targets, contributing significantly to improved cash flow and reduced overdue receivables.
• Developed strong communication skills and negotiation techniques by dealing directly with diverse US-based corporate clients.
• Enhanced process efficiency by maintaining precise and timely ERP data entry, supporting accurate aging analysis and reporting.