MAYUR WADHWANI
Domain Expert-POD Lead
New Delhi
Summary
An analytical, research driven, detail-oriented, and conscientious Analyst, seeking challenging assignments in Operations Management, Procurement, Billing, Order 2 cash Process Management, Customer Service, Customer Support, Client Relationship Management, Supply Chain Management, Underwriting, Claim Management, Quality Assurance & Control, Service Management, and Team Management.
Offering chronicled success of over 10 years of extensive experience in the Billing industry, with a specialization in Procurement, Order to Cash, Supply chain Management and a proven track record in, Underwriting (Property & Casualty (P&C), ) Unit Stat Reporting, Claims, Quality Assurance/Audit, and Client Engagement Management. Currently serving as an Domain Expert POD Lead at SoftwareONE India Pvt. Ltd., leading service operations and managing international and domestic assignments/projects, while ensuring smooth workflow and meeting SLA's/SLO's expectations.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Domain Expert (POD Lead)
SoftwareONE India Pvt. Ltd.
03.2022 - Current
- Acting as a Domain Expert POD lead, responsible for mentoring and guiding POD members, their quality check and queries
- Accomplishing accuracy in the monthly billing, Order 2 cash and procurement procedure for SoftwareONE, in collaboration with Microsoft
- Managing end to end order 2 cash process, including CSP Billing based on Monthly, Quarterly, and Annually for Microsoft Software licensing and including Azure, NCE, DWE, O365 and Perpetual Licenses, credit rebill and dispute Management with customer agreements and company standards
- Partnering with Inside Sales, Business Development Managers, Finance teams, and Business Unit leaders to devise effective strategies and deliver top-notch systems with maximum impact
- Generated sales and purchase orders for services offered by SoftwareONE and performing reconciliations for license reservations and validate orders against contracted terms SOW, MPSA, MSA to maintain consistency
- Support internal teams by guiding them through the finance review process for Marketplace opportunities, including AWS, Azure, and GCP.
- Demonstrated expertise in constructing Excel dashboards to present insights for various portfolios and detailed customer-level reports for managerial review
- Regularly producing reports through Service Now on a weekly and monthly basis, encompassing metrics like Capacity Utilization, Average Response Time, Average Processing Time, Average Handling Time, Average Resolution, SLA Compliance, and Accuracy
- Assist in the cleanup of historical open payments and credit memos to maintain accurate financial records.
- Understood the business of Microsoft licensing & support the Global Subsidiaries with the required knowledge
- Approve Sales opportunities and Netsuite sales orders, maintaining consistency and accuracy in the sales process.
- Responsible for managing/creating Sales order and purchase orders for software services sold by SoftwareONE on MS products
- Working as Primary point-of-contact for client satisfaction and acting as the liaison between the clients, sales and other stakeholders
- Engaged in Cloud Solution Provider (CSP - Microsoft, Partner Network billing and licensing, Reconciliation of billing from the partners (Microsoft, azure marketplace, etc
- Resolving Service now (SNC tickets related to billing issues, queries, and new submissions
- Managing Microsoft credit request and create internal sales credit memo/ purchase return order
- Microsoft license based 0365 and azure usage-based subscription billing through NAV ERP
- Following up on open orders, reconciliations of license reservations
- Adjudged with Above and Beyond title for 2 consecutive times for exceeding expectations in Q1 and Q2 2023
- Conferred with Customer Success Award: Q4 2022
Assistant Manager
EXL Services
07.2021 - 02.2022
- Collaborated with different Bureaus for Unit STAT Reporting and filing
- Managed Bill queries of stakeholders: invoice, issued retro fund to the participants DBP team for any client/participant escalations
- Engaged with business leaders to explore opportunities for process automation and testing
- Performed calculation of bills as per the plan enroll and wellness program
- Ensured that accurate invoices/bills were sent to the participants
- Assured that all clients remain informed on their outstanding debts and deadlines
- Prepared thorough reports on billing activity with clear and reliable data
- Managed the status of accounts and balances and identify inconsistencies
- Cleared vendor payments by scheduling pay checks and ensuring payment is received for outstanding credit; generally
- Reconciled the next premium payments and adjust the surplus of payment in next billing cycle to the vendors
- Worked on client's data reports by using excel tool ie
- VLOOKUP, pivot table
SME
Genpact
05.2012 - 06.2021
- Company Overview: Gurgaon
- Implemented a Service Management framework by establishing Service Level Agreements (SLAs) at crucial touchpoints, ensuring seamless operations and meeting SLA's/SLO's expectations
- Managed training details of new hires and colleagues, facilitating smooth onboarding and development, and serving as the Subject Matter Expert (SME) for the process; providing guidance and support to team members and stakeholders
- Analyzed Booking and Reconciliation of reinsurance accounts, ensuring accuracy and compliance with industry standards
- Managing service operations, providing first-line customer support, and ensuring minimum Turnaround Time (TAT), delivering exceptional customer service
- Conducted quality audits of onshore specialists, maintaining high standards of performance and ensuring adherence to SLAs and SLOs
- Spearheading complex health, death, and property claims, showcasing expertise in processing
- Contributing to the Business Insurance Data Capture System process
- Collaborating with cross-functional teams to identify and resolve process bottlenecks, resulting in improved efficiency and reduced operational costs
- Leading a team of professionals in delivering exceptional customer service, implementing process improvements, and driving business growth through effective client relationship management and underwriting expertise
- Gurgaon
- Successfully qualified all training tollgates in the first attempt, receiving appreciation from the General Manager for being the top scorer
- Conducted weekly process update calls with process owners and account managers
- Gained recognition as an HR Catalyst aware for effectively bridging the gap between managers and employees
- Merit of receiving: Gold Award from the client for exceptional process management in Q4 2024, Gold Award from the client for exceptional process management in Q2 2018, Silver Award and DIP for outstanding work execution in Quarter 4 2017, Bronze Category recognition thrice as a top performer in a year 2014-15, Spot Card five times as a top performer in a year 2013
- Acknowledged by the client and received the VOC (Voice of Customer) Award in 2015 for managing critical tasks
Education
B.Com. -
Lucknow University
MBA - Accounting And Finance
Sikkhim Manipal University
DELHI 04.2001 -
Skills
Claim Management
Customer Service Excellence
Operations Management
Underwriting Expertise
Process Management
SLA Management
Change Agent
Collaborator
Communicator
Quality Assurance & Control Innovator
Planner
Thinker
Client Relationship Management
Team Management & Leadership
Team Leadership and Development
Underwriting and Risk Assessment
Data Analysis and Decision-Making
Process Improvement and Workflow Optimization
Policy Development and Implementation
Regulatory Compliance
Certification
Insurance Institute of America, Pennsylvania University, 2014
Core Competencies
Change Agent, Collaborator, Communicator, Innovator, Planner, Thinker, Claim Management, Customer Service Excellence, Operations Management, Underwriting Expertise, Process Management, SLA Management, Team Leadership and Development, Data Analysis and Decision-Making, Process Improvement and Workflow Optimization, Regulatory Compliance
Personal Information
Date of Birth: 03/28/91
Location
Delhi-NCR, Delhi
Timeline
Domain Expert (POD Lead)
SoftwareONE India Pvt. Ltd.
03.2022 - Current
Assistant Manager
EXL Services
07.2021 - 02.2022
SME
Genpact
05.2012 - 06.2021
MBA - Accounting And Finance
Sikkhim Manipal University
04.2001 -
B.Com. -
Lucknow University