NIHARIKA SINGH
Kolkata
Summary
To work in a competitive environment that effectively utilizes my analytical, interpretational, leadership and organizational skills to achieve solutions. Making the best use of my skills to enhance work environment to foster a continuous learning process providing opportunities to make remarkable achievements.
Overview
12
12
years of professional experience
Work History
CONTRACT RECOVERY ANALYST (SPANISH)
BT E-SRVE Pvt. Ltd
NEW TOWN
04.2021 - Current
- Contract Assurance Analyst for BT Global Services
- Contract management with focus on adhering to KPI and reducing leakages of revenue and reduce contract management expenses
- Working closely with contract teams, billing teams and other supporting teams on BT products and Contract Leavers to validate cost against revenues
- Extracting information from MSA, Schedules, CCN, CGR, Hermes, CLMT, Salesforce and other platforms of costs and revenues to validate the adherence of contractual obligation and highlight exceptions
- Understanding P&L and gross margin for market trends
- Active discussions with CFUs for obstacle related to assurance process and improvement
- Site mapping and cost/revenue assurance for various regions with focus on the LatAm countries
- Training new joiners on various contract assurance related activities and overall process
MEDICAL TOURISM FACILITATOR
FREE LANCE
HOWRAH, WEST BENGAL
07.2019 - 04.2021
- Company Overview: MEDICAL TOURISM FOR SPANISH
- Working on a freelance basis in the field of medical tourism
- As an independent foreign language (Spanish) associate for multiple hospitals and nursing homes in Kolkata and Howrah
TEAM LEAD (LANG. CERT. MGMT)
ACCENTURE INDIA
CHENNAI
10.2018 - 07.2019
- Part of the Invoice processing and Payments Team (heading language team)
- Auditing Invoices and carrying out payments, urgent and regular as per client requests on ERP tools- Lawson and ORACLE
- Vendor data management and supervising records
- Assuring the Service Level Agreement to be met
- Keeping an account of all Day-to-Day activity report and monthly productivity tracker
- Interacting with clients over the phone, e-mail, or chat to clear all the process objectives
- Performing Reporting, Invoicing, Mailbox handling, and Ad-hoc requirements from Clients-end
TEAM LEAD (LANG. CERT. MGMT)
ACCENTURE INDIA
BANGALORE
04.2017 - 07.2019
- Assuring the Service Level Agreement to be met (Transition deal)
- Keeping an account of all Day-to-Day activity report and monthly productivity tracker of the FTEs
- Preforming Account related activities (compensation, client creation, transfer...) on SAP platform
- Taken CORD training for Automation, identifying scope of automation in the current running process
- Interacting with clients over the phone, e-mail, or chat to clear all the process objectives
- DTP and document translation - Spanish English and vice versa
- Team handling on Ad-Hoc Basis-Conducting daily team huddle and assigning the day-to-day activity targets
- Performing Reporting, Invoicing, Mailbox handling, and Ad-hoc requirements from Clients-end
- Reporting for the quality check to the clients and Process Leads
- Processing and auditing invoices for third party vendors and tour operators
SPANISH L2 ENGINEER
HYPERQUALITY/ MATTSEN & KUMAR Pvt. Ltd
GURUGRAM, NEW DELHI
08.2016 - 01.2017
- Handling accounts on Citrix Environment
- Account creation/ modification for Spoken provided Software
- Troubleshooting Spoken software issues, i.e., ACD, Recording UI, Recording Console, Engage..
- Working on BMC Remedy Force
- Major incident management at times of Outages
- Ticket creation, updating and resolution of incidents on Service Now and JIRA
ENGINEER-LATAM HELPDESK MANAGEMENT (SPANISH)
WIPRO INFOTECH Pvt. Ltd./ HONEYWELL
GURUGRAM, NEW DELHI
08.2015 - 08.2016
- Being in the CANLA Service Desk, supporting users from Canada & Latin America countries for technical support to the users
- Communicating majorly by voice and text (email and chat) channels to provide support for the users facing technical issues with their company provided computers, mobile devices, and other resources
- Took responsibility for assigned Incident and Service Request tickets and ensure that all assigned tickets are handled appropriately and in compliance with internal OLA's & SLA's
- Provided technical support for corporate users to include setting up computers, passwords, rights, and responsibilities using Active Directory (Computers and Users)
- Issues related to Windows, VPN, Office 2007, 365, Outlook and cloud-based Exchange ActiveSync services
- Escalating issues on time to the next level of support
- Getting software updates, drivers, and solutions through support sites on the internet to provide resolution to the issues at hand
- To maintain network and PC operating systems, and to support server and client PC software
- Experience with installation, upgrade, test, and maintenance of software, hardware, and peripherals
- Created tickets in BMC Remedy ticketing system and followed up on tickets to provide resolutions for end users
CUSTOMER SUCCESS AND RETENTION EXECUTIVE
I ENERGIZER
NOIDA, NEW DELHI
03.2013 - 08.2015
- Managed the escalated service concerns received from bank credit card customers
- Submitted requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure
- Analysed reports on improvements to bring effectiveness to the department
- Educated clients on the program as well as navigation of the website
- Processed credit card and electronic check payments utilizing company database and software
- Part of pilot Retention Team (performance-based selection)
PROGRAM ANCHOR AND CONTENT WRITING- ‘YUV VANI’
ALL INDIA RADIO
Education
M.A. - SPANISH
JNU
New Delhi01.2014
B.A. - FOREIGN LANGUAGE (SPANISH)
JNU
New Delhi01.2012
10+2 - PCM
DAV PUBLIC SCHOOL
Deoghar, Jharkhand01.2008
10 - ALL SUBJECTS
ST. FRANCIS SCHOOL
Deoghar, Jharkhand01.2006
Skills
- Business continuity planning
- Stakeholder management
- Incident management
- Cybersecurity
- ITIL framework
- Disaster recovery
Interestsandcertificates
- Special interest in arts (painting).
- Participation in various competitions at state level.
- Certificates in painting by ‘All India Fine Arts’, Kolkata.
- Participation in ‘Hispanotsav’, a cultural event organized by Spanish Embassy, New Delhi and Jawaharlal Nehru University.
- Various quiz competitions and debates at school level.
Personal Information
- Place of Birth: West Bengal
- Father's Name: Bhanu Prakash Singh
- Date of Birth: 11/20/89
Timeline
CONTRACT RECOVERY ANALYST (SPANISH)
BT E-SRVE Pvt. Ltd
04.2021 - Current
MEDICAL TOURISM FACILITATOR
FREE LANCE
07.2019 - 04.2021
TEAM LEAD (LANG. CERT. MGMT)
ACCENTURE INDIA
10.2018 - 07.2019
TEAM LEAD (LANG. CERT. MGMT)
ACCENTURE INDIA
04.2017 - 07.2019
SPANISH L2 ENGINEER
HYPERQUALITY/ MATTSEN & KUMAR Pvt. Ltd
08.2016 - 01.2017
ENGINEER-LATAM HELPDESK MANAGEMENT (SPANISH)
WIPRO INFOTECH Pvt. Ltd./ HONEYWELL
08.2015 - 08.2016
CUSTOMER SUCCESS AND RETENTION EXECUTIVE
I ENERGIZER
03.2013 - 08.2015
PROGRAM ANCHOR AND CONTENT WRITING- ‘YUV VANI’
ALL INDIA RADIO
M.A. - SPANISH
JNU
B.A. - FOREIGN LANGUAGE (SPANISH)
JNU
10+2 - PCM
DAV PUBLIC SCHOOL
10 - ALL SUBJECTS
ST. FRANCIS SCHOOL
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