Summary
Overview
Work History
Education
Skills
Interests
Training & Learning
Additional Information
Timeline
Generic
Medha Hegde

Medha Hegde

Service Delivery Analyst
Bengaluru

Summary

Service delivery professional with extensive experience in managing and optimizing service operations. Recognized for fostering collaborative team environments and driving successful outcomes. Reliable and adaptable, consistently meeting evolving business needs through strategic problem-solving and effective communication.

Overview

13
13
years of professional experience
3
3
Languages

Work History

Service Delivery Analyst

Tangoe Softec Private Ltd
01.2020 - Current
  • Monitored and documented daily standard service requests for future analysis.
  • Improved office operations by automating client correspondence, record tracking, and data communications.
  • Developed training materials and conducted workshops for team members, resulting in increased proficiency of service analysts.
  • Established strong working relationships with key stakeholders, facilitating effective communication channels for efficient problem resolution.
  • Initiated regular meetings with clients to review progress, provide updates on ongoing initiatives, and gather valuable feedback on services provided.
  • Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives.
  • Delivered clerical support by efficiently handling a wide range of routine and special requirements.
  • Leading project meetings and implementations.
  • Developing and maintaining relationships with the client.
  • Preparing documents and reports for the client calls.
  • Inventory Management: Maintenance of inventories, tracking new inventory (new fixed lines), and ensuring apt billing.
  • Collaborated with cross-functional teams to enhance system functionality, resulting in a more user-friendly experience for stakeholders.
  • Conducted regular performance evaluations on service delivery metrics, facilitating data-driven decisions that enhanced operational effectiveness.
  • Trained and mentored junior analysts on best practices, fostering a culture of continuous improvement and knowledge sharing.
  • Managed client communications to address service inquiries and issues, enhancing relationships and promoting client retention.
  • Managed help desk, assisting customers with ranging service concerns.
  • Reduced client complaints by proactively identifying and addressing areas of improvement in service delivery.

Senior Analyst

Ernst And Young
03.2013 - 06.2018
  • Accounts Payable: Reviewing AP/AR invoices of various countries
  • Reconciliation and follow up on AR open items
  • AR and AP query handling of various EMEIA countries and also part of email audit team.
  • Settlements Reports and various other new month reports preparation.
  • Decks preparation and documentation preparation.
  • Staff Training and Process improvement Expert.
  • Validate the invoices on various criteria and process into the system.
  • Maintain tracker for all the invoices processed.
  • Review and move the invoices for payment after processing.
  • Uploading the processed invoices for file share.
  • Help partners to process disputes and block of payments.
  • Clearing of outstanding invoices.
  • Preparation and updating the process documentation with latest updates.
  • Answering the internal and external queries.
  • Preparing the volume reports and sending to the Management.
  • Time and Expense: Processing of all the expense reports as per procedures.
  • Answering the internal and external queries related to expenses payments.
  • Assist on establishing and maintaining policies and procedures of expense team.
  • Preparing the Adhoc requests and sending it to the Management.
  • Maintain Tracker for all the Expense reports processed.
  • Answering all the internal and external queries.
  • Preparation of volume reports and sending it to the Management.

Education

BBA - Commerce

Bangalore University

Skills

  • Communication Skills
  • Knowledge of business operations
  • Client management
  • Process Improvement
  • Team Building
  • Query Handling
  • Induction and training
  • Problem resolution
  • Inventory management

Interests

Listening to Music, Travelling and exploring the places

Training & Learning

  • Completed Training on planning & prioritization.
  • Completed Training on Attention to details & Time Management.
  • Completed Training on Effective business writing & speak Right.
  • Completed Training on Business & dressing etiquette.
  • Completed Training on Effective Presentation & Emotional intelligence at a workplace.

Additional Information

  • I have a been a part of the Project Mercury under which the Firm implemented SAP for the first time ever. It was implemented successfully by overcoming various obstacles.
  • I had travelled to London for 2 months as well for Project Mercury.
  • Preparation of documentation
  • Training every new joinee on the various updates received on the daily basis.
  • Processing the invoice.

Timeline

Service Delivery Analyst

Tangoe Softec Private Ltd
01.2020 - Current

Senior Analyst

Ernst And Young
03.2013 - 06.2018

BBA - Commerce

Bangalore University

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Medha HegdeService Delivery Analyst