PALANI R
Bengaluru
Summary
Experienced Senior Service Delivery Analyst proficient in Finance and Accounts. Motivated and dedicated to professional growth. Detail-oriented with a proven ability to adapt to changing requirements and achieve business goals.
Overview
5
5
years of professional experience
Work History
Senior Service Delivery Analyst
TANGOE
04.2022 - Current
- Created detailed reports on customer service performance metrics, trends and analysis.
- Developed and implemented processes to improve customer service delivery efficiency.
- Resolved complex problems or inquiries from customers regarding their services or products.
- Analyzed customer feedback and identified areas for improvement in order to enhance the overall customer experience.
- Identified root causes of recurring issues that impact the quality of customer service delivered by the organization.
- Established strong relationships with key stakeholders both internally and externally in order to facilitate effective communication across multiple teams involved in providing excellent levels of customer care.
- Generated proactive solutions that address any gaps between desired outcomes and actual results concerning the level of satisfaction experienced by customers while interacting with our services.
- Performed regular audits on existing processes or procedures relating to client interactions in order to detect any areas needing improvement.
- Reviewed established procedures to assess areas in need of improvement.
- Participated in cross-functional teams responsible for designing and implementing new processes or technologies related to delivering outstanding levels of customer service.
Accounts Payable Analyst
AB InBev (Randstad)
11.2021 - 03.2022
- Managed the entire cycle of Accounts Payable process from invoice entry through payment posting.
- Reviewed invoices for accuracy and completeness prior to payment processing.
- Processed high volume of vendor invoices and payments in a timely manner.
- Researched, resolved and responded to inquiries from vendors regarding payments.
- Assisted with month-end closing activities such as preparing journal entries, reconciliations and accruals.
- Analyzed discrepancies between vendor statements and company records to identify errors or missing information.
- Maintained accurate records of all transactions including purchase orders, invoices, credit memos.
- Generated reports on outstanding payables, aging analysis, cash flow projections.
- Monitored bank balances daily to ensure sufficient funds are available for payment processing.
- Reconciled monthly statements and transactions to keep records accurate and current.
- Assisted customers with ticketing inquiries and complaints via telephone, email, and in-person.
- Processed ticket orders for customers using a computerized system.
Process Associate
CAPGEMINI
Bengaluru
10.2019 - 10.2021
- Developed strategies for managing contractual relationships with vendors and suppliers.
- Monitored vendor performance against established service level agreements.
- Evaluated existing contracts for renewal or termination decisions based on current business needs.
- Created reports regarding status of open contracts, expiration dates, value analysis results.
- Performed data analysis related to pricing models, payment schedules, delivery timelines.
- Reviewed established procedures to assess areas in need of improvement.
- Processed invoices in accordance to established procedures.
- Maintained accurate records of all invoice transactions.
- Performed data entry into accounting system software to process payments.
- Reconciled vendor statements on a regular basis.
- Assisted Accounts Payable department with payment inquiries from vendors.
- Documented all invoice processing activities in accordance with internal audit requirements.
- Monitored incoming emails and faxes for unpaid invoices or billing disputes.
- Performed data import, scanning or manual keying processes to verify invoice accuracy.
- Contacted vendors to follow up on late invoices.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Generated and distributed month-end statements for customers and resolved related concerns.
Education
MBA in Finance -
Jain University
01.2023
BCOM in Finance -
PES Degree College
01.2019
BASM -
PES PU College
01.2016
SSLC -
JHS High School
05-2014
Skills
- SAP
- SERVICE NOW
- JIRA
- Statement Reconciliation
- Problem Resolution
- Year-end processing
- Employee Training
- Customer Satisfaction
- Documentation Preparation
Accomplishments
Capgemini's Best Performance Awards: -
- Outstanding Contribution in Delivery Award (Jan 2020)
- 2 Xtramile Awards (Jan 2021 and June 2021)
- Rising Star Award (March 2021)
ABinbev (Randstad)
- Best performing team of the month (Dec 2021)
Tangoe's Best Performance Awards: -
- Power up Award (Nov2022, May 2023 and Jan 2024)
Personal Information
Date of Birth: 18/10/1998
Language: Tamil, English,Kannada
Disclaimer
I hereby affirm the information stated above is all true to the best of my knowledge, belief, and faith.
Timeline
Senior Service Delivery Analyst
TANGOE
04.2022 - Current
Accounts Payable Analyst
AB InBev (Randstad)
11.2021 - 03.2022
Process Associate
CAPGEMINI
10.2019 - 10.2021
MBA in Finance -
Jain University
BCOM in Finance -
PES Degree College
BASM -
PES PU College
SSLC -
JHS High School