Nancy Verma
New Delhi
Summary
Seasoned Senior Analyst with over a decade of experience in finance, banking, and insurance customer service solutions. A results-driven leader skilled in team management, mentorship, and aligning operational strategies with organizational goals. Expertise in process optimization, driving operational excellence, and utilizing data-driven strategies to improve performance and deliver measurable, impactful results. Known for exceptional communication skills and a strong analytical mindset, consistently fostering team success and delivering value through strategic leadership and continuous improvement initiatives.
Overview
11
11
years of professional experience
Work History
Senior Finance Analyst (Promoted)
Accenture Solutions Pvt. Ltd.
01.2022 - Current
- Directed team activities and communicated updates to stakeholders
- Optimized order-to-cash process for increased efficiency
- Streamlined billing operations to enhance efficiency
- Facilitated query resolution for team and directed team management
- Reviewed contracts between vendors and suppliers ensuring compliance with company policy and regulations
Linguistic Analyst
Accenture Solutions Pvt. Ltd.
08.2019 - 01.2022
- Curation of high-quality content for Apple's Siri voice assistant
- Analyzed resources for effective presentation on the internet
- Led content writing team and delivered consistent performance updates
- Coordinated training initiatives, supervised quality control measures and facilitated client interactions to gauge requirements
Process Advisor
EXL Services Pvt. Ltd
06.2017 - 01.2019
- Managed client queries using chat and call handling methods at Direct Line Group Insurance Company
- Oversaw mentoring of junior colleagues and managed personnel interactions
- Evaluated user happiness by analyzing survey results and feedback submissions
- Prepared summaries outlining key aspects of daily work for regular dissemination
- Organized barge-ins on calls, as well as chats, and provided constructive improvement strategies
Senior Customer Care Professional
American Express Business Solutions (India) Pvt. Ltd.
10.2015 - 06.2017
- Handled calls for American Express credit card customers in the U.S
- Market, providing effective resolutions and support
- Worked with multiple teams to deliver thorough customer support
- Achieved high-quality service standards by incorporating customer feedback
Process Advisor
Barclays Shared Services Pvt. Ltd.
07.2014 - 10.2015
- Resolved issues concerning B2B transactions for Barclays payment terminals based in the UK
- Provided authorization codes for payment acceptance
- Collaborated with cross-functional teams across departments to ensure successful rollouts of new processes
- Ensured effective collaboration across functions to achieve customer service goals
Education
Bachelor's of Commerce -
University of Delhi
10.2014
Skills
- Performance Management and Coaching
- Process Improvement ideas
- Excellent interpersonal and communication skills
- Conflict Resolution and Escalation Management
- Data Analysis & Reporting (MS Excel & Power BI)
- Poised under pressure
- Cross-Functional Collaboration
- KPI Tracking and Reporting
- Root Cause Analysis
- ERP Systems (SAP & Oracle)
Accomplishments
- Successfully collaborated with the Automation team to design and implement a BOT in UiPath application that significantly reduced AHT for processing activities, driving efficiency improvements at Accenture.
- Awarded with Star of the Business award twice.
Languages
English
Hindi
Timeline
Senior Finance Analyst (Promoted)
Accenture Solutions Pvt. Ltd.
01.2022 - Current
Linguistic Analyst
Accenture Solutions Pvt. Ltd.
08.2019 - 01.2022
Process Advisor
EXL Services Pvt. Ltd
06.2017 - 01.2019
Senior Customer Care Professional
American Express Business Solutions (India) Pvt. Ltd.
10.2015 - 06.2017
Process Advisor
Barclays Shared Services Pvt. Ltd.
07.2014 - 10.2015
Bachelor's of Commerce -
University of Delhi
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