Manish Kumar Gera
Gurugram
Summary
A competent and enthusiastic Deputy Manager –Disputes & Collections with 11 years of experience with a strong background in accounts receivable, dispute resolution, and collections. Skilled in analyzing discrepancies, reconciling accounts, and collaborating with cross-functional teams to resolve customer issues. Proven ability to reduce dispute turnaround time, improve cash flow, and maintain positive client relationships.
Overview
12
12
years of professional experience
Work History
Deputy Manager – Disputes & Collections
Johnson Controls Pvt. Ltd.
12.2022 - Current
- I joined JCI in Dec 2022 as ACS (Area cash Specialist) Dispute Management and resolved the dispute for Northeast America region then moved to collections in Feb 2024 after 1.25 years
- Handled dispute management for the Northeast America region, ensuring timely resolution of complex billing and payment issues.
- Collaborated with Sales, Billing, and other teams to identify discrepancies and implement corrective actions.
- Effectively negotiate with a customer focused mind-set and discuss alternate payment arrangements and repayment plans for customers in financial difficulty.
- Experience of working on Getpaid, ACE, BBI, IBS Nexgen, Salesforce platform and reporting in ImageNow and Oracle CAMS.
- Researched payments inquiries from internal and external customers and assisted with payment reconciliations.
- Weekly calls with branch to resolve disputes at the earliest so that overdue invoices could be collected to maintain the collections effectively.
- End to End knowledge of OTC, Credit/Rebill and Dispute resolution.
- Performs daily collection activities on customer portfolio via EFI’s Credit Management tool Getpaid and Oracle (calls, emails, and letters to customers)
- Recorded and processed received disputes to include determining the appropriate dispute classification.
- Responsible for working with customers to resolve issues and improve Days Sales Outstanding (DSO) associated with commercial A/R.
- Assisting with month end closing surrounding invoices, credit memos, adjustment issues and reconciliations.
- Provided support to the collection efforts by researching and resolving complex commercial credit billing or collection issues and disputes within seven days of receiving the request.
Management Trainee - Disputes
Genpact India Pvt. Ltd.
03.2021 - 12.2022
- Managed and resolved disputes for the Northeast America region, ensuring timely resolution of billing and payment issues.
- Collaborated with Sales, Billing, and Customer Support teams to identify discrepancies and implement corrective actions.
- Reduced dispute resolution cycle time by streamlining processes and improving communication channels.
- Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit fraud and dispute claims.
- Analyzing merchant and cardholder account transactions to identify abnormal activities that may be fraudulent.
- Key member of executive-level escalation team that managed strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at risk accounts.
- Developed Salesforce tools, reports, and accounting processes to track sales operation activities and all pre-post implementation adoption activities.
- Worked directly with cross-functional internal and external teams creating and delivering online and automated marketing and sales initiatives using web-based software.
- Assist in on-going monitoring and providing feedback to collectors to ensure compliance with collection policies and procedures, including call monitoring and quality reviews.
Contracts Administrator - Disputes
LexisNexis Pvt. Ltd.
03.2018 - 05.2020
- Manage and resolve disputes related to invoices, payments, and contracts across multiple accounts.
- Corresponded payment information adjustments to the supervisor and even handled customer queries regarding account status.
- Notated agreed upon date and amounts when a customer would be making payment on overdue accounts as well as a reason for the delay.
- Maintain open communication with collection managers and clerical staff to ensure the accuracy and protection of the account information.
- Maintained dispute logs and prepared monthly reports for management review.
- Negotiated settlements with customers, ensuring fair resolution while protecting company interests.
Customer Care Executive
EXL Services
01.2015 - 09.2017
- Communicated with clients to ensure product understanding, answer questions, and facilitate conflict resolution.
- Worked in both a group setting and independently.
- Maintained goals by meeting client satisfaction, call times and upgrading of services.
- Coordinating with different teams for database updates.
- Generate reports daily for monitoring the performance of the team.
- Created and maintained internal documents including client accounts, training manuals, and product lists.
- Creating MIS/ Dashboard report and presenting it to the concern Department.
- Handled and interfaced with key account client to support daily requests, including service.
Technical Support Executive
Teleperformance India Pvt. Ltd
03.2014 - 11.2014
- Functioned as a knowledgeable, first-call resource known for our problem-solving capabilities, our attention to detail and our exceptional service.
- Provided answers to clients by identifying problems, researching answers, and guiding clients.
- Providing support to end users on a variety of issues. Identifying, researching, and resolving the technical problems i.e., browser issue, firewall issue, backup issue, drivers’ issue.
- Taking remote access to understand the issue and followed issue resolution in first call approach.
- Renewing the customer products and Processing refunds if customers wanted the same.
Education
MBA -
RTU
Kota01-2010
BA - undefined
Babu Shobha Ram, College
Alwar01-2008
Skills
Experienced and skilled in MS office with an extensive record of successful system design and implementation
Adept at working independently or as part of a team Able to adapt to evolving client needs and changing deadlines
I have good knowledge of Report Analysis & Dashboard
I have Strong point of Initiation and MIS
I have good point of Data analysis and making designated reports
I have Strong Point of MS Office Such as (Excel, Word, and PowerPoint)
Work with positive attitude to contribute the healthy functioning of the organization
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge and belief. Place: (Manish Gera)
Timeline
Deputy Manager – Disputes & Collections
Johnson Controls Pvt. Ltd.
12.2022 - Current
Management Trainee - Disputes
Genpact India Pvt. Ltd.
03.2021 - 12.2022
Contracts Administrator - Disputes
LexisNexis Pvt. Ltd.
03.2018 - 05.2020
Customer Care Executive
EXL Services
01.2015 - 09.2017
Technical Support Executive
Teleperformance India Pvt. Ltd
03.2014 - 11.2014
BA - undefined
Babu Shobha Ram, College
MBA -
RTU