Pallavi Sehgal
Specialist
Gurgaon
Summary
To set new and greater standards for myself in financial services industry and thereby achieving them through highest level of quality, commitment, and creativity, leading to mutual growth of self and associates.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Specialist Global Procurement
IHG Hotels & Resorts
09.2024 - Current
- Give consistent customer service delivery, build customer confidence in the level of service provided. Meet the ongoing needs and expectations of our stakeholders. • Manage the delivery of P2P system helpdesk for procurement and hotel users. • Coordinate with external third parties to solve P2P system issues for users. • Assess and analyze helpdesk queries to understand common themes and work with stakeholders and third party suppliers to resolve. • Ensure Process Documents are reviewed on a quarterly basis. add anything that is new or delete anything that is not used anymore. • Do regular Check Ins with the team members to update them on their performance and provide proper feedback for their overall learning • Do Trainings for the new hires and bring them up to speed • Participating in Project and rollout calls and meetings and ensuring delivery of tasks related to projects in timely and efficient manner. • Perform quality checks on own work and for team members • Ensure correct use of and compliance to IHG ticketing system, publishing regular performance metric • Manage the team resource as appropriate to ensure all key tasks are covered during absence and holiday & there is adequate backup plan • Makes sure important communications & escalation of incidents that could become high priority, business risk or exceed SLA are flagged off well in time. • To recruit, train, motivate and develop the team members & work on attrition management • Identify suggestions and input as to how services could be improved or delivered more effectively and implement changes to enhance services or service levels, ensuring continuous improvrmrnt
Functional Specialist
InterContinental Hotels Group(IHG)
03.2023 - 08.2024
- Providing subject matter expertise to document, maintain, reengineer processes, deliver tactical process change and benchmarking insight, including:
- Support the investigation and viability of process improvement ideas received via the Process Excellence Front Door. This includes gathering data (data led approach) and speaking with stakeholder groups.
- Work with the Process Manager to draft Position Papers detailing the business challenge, context and options and present this to the GPO for review.
- Assist with executing action plans from approved Position Papers, to be reflected in 'Monday.com', ensuring all project progress is tracked and maintained using the tool.
- Provide the GPO with a weekly status update, highlighting progress and escalating any roadblocks.
- Perform tasks to support business change, including data analysis, process change and/or systems implementation activities.
- Become a champion for change and point of contact within the organisation, logging any suggestions through the Front Door process.
- Review KPI and Metrics to identify risks and opportunities and therefore potential change.
- Assist in performing market research including benchmarking and new solutions.
- Work with the GPO to document existing and 'to be' processes - through process mining where applicable.
Specialist Credit Control Reservation to Cash (R2C)
InterContinental Hotels Group(IHG)
05.2019 - 02.2023
- Handling and preparing all reports for AMER region.
- Data and trend analysis of the AR and payment behavior of customers.
- Supporting and assisting the Business to decide on other activities like payment plan, data reporting etc. to ensure smooth functioning of the entire business and providing satisfaction to internal customers.
- Preparing important reports to be shared with the Business, like Financial Default Trend Report, Final Aging Comparison, DSO Commentary, Month-end Closure files and Agenda for Monthly Credit Call.
- Responsible for working with the team for debt collection from out of system properties by regular reporting and follow-ups.
- Responsible for many ad-hoc reports like Financial Standing for Rebate, Commentary on 150+ debt etc.
- Working with the team to drive the initiative of getting hotels signed up on Secure Auto-Pay/ Secure Pay ACH.
- Managing the team and taking care of day to day activities in the absence of the Team Managers.
- Supporting the team members with process related queries and handling difficult customers.
- Training new hires and supporting them.
- Conducted various user acceptance testing (UAT) to ensure that the developed system satisfies the needs of the business.
- Organized many team building ideas like employee engagement activities and knowledge sharing sessions.
Senior Analyst Collections-Reservation to Cash (R2C)
InterContinental Hotels Group(IHG)
02.2016 - 04.2019
- Handling Portfolio of 400+ franchise properties which includes US with approximate AR of 15 Million USD per month.
- Initiated direct debits of the properties and helped many properties in getting enrolled into IHG Smart pay.
- Timely action on change of ownership (COO) cases by giving the properties required backup along with the bifurcation of the revenue for the period when change of ownership took place.
- Resolving disputed items, maintain healthy relationship with Owners and GM and keeping the DSO within prescribed range.
- Timely action on On-Account Cash and sending them for application to the team.
- Regular follow-ups on current and past due balances.
- Working collaboratively with the team members and helping them whenever required.
- Ability to adhere to strict deadlines and complete work assignments in an accurate and timely manner.
- Managed the 'Global Customers' who are billed for IHG Rewards Point Purchase and Deployment.
- Initiated process improvements by identifying service delivery gaps and offering solutions for the same.
- Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, legal requirement, reviewing collection data and allocating resources as needed.
- Proactively inform any customer issues and escalation.
- Maintaining track of properties which are enrolled on payment plan so that they are in compliant with the same.
- All aged (90+) past due items are addressed regularly so that it can be resolved and cleared from the account.
- Resolving complex customer issues while negotiating immediate or extended payment arrangements.
Reservation Specialist in CRO (India Central Reservation Office)
InterContinental Hotels Group(IHG)
09.2013 - 02.2016
- Deliver the Revenue per Contact Offered for Sales Operations that will contribute to achieving a 10.8% CRO channel contribution.
- Achieve Quality Scorecard of verified Agent Contacts and Flagged Calls.
- Increase annual OSAT on Reservation Sales contacts from 87.5 to 91.
- Achieve 5.5% IHG-RC enrolment rate.
- Achieve an adherence rate of at least 93%.
Process Associate
Genpact
06.2012 - 09.2013
- Handling customer queries-emails and calls.
- Taking escalation calls.
- Preparing matrix on the weekly and monthly basis.
- Floor walking for new hire.
- Won Borne award for performance.
- Spot award for process update to the team member.
- Successfully completed the Lean Training.
- Done training for customer centricity.
Customer Care Representative
MD Everywhere
01.2010 - 05.2011
- Handling patient queries-emails and calls.
- Coordinating with the hospital accounting team regarding medical bills.
- Rectifying the bills and sending to patients.
- Contacting various insurances for patient's insurance coverage.
Education
M.Com - Business Studies
Dr. Bhim Rao Ambedkar University
Agra India 07.2004 - 01.2007
B.com - Accounting
St. Johns College
Agra India 07.1999 - 01.2002
Skills
- English
- Hindi
- Oracle (Peoplesoft)
- MS Office
Disclaimer
I, undersign certified that the above stated information is true and correct to the best of my knowledge and truly describes my qualification and me.
Timeline
Specialist Global Procurement
IHG Hotels & Resorts
09.2024 - Current
Functional Specialist
InterContinental Hotels Group(IHG)
03.2023 - 08.2024
Specialist Credit Control Reservation to Cash (R2C)
InterContinental Hotels Group(IHG)
05.2019 - 02.2023
Senior Analyst Collections-Reservation to Cash (R2C)
InterContinental Hotels Group(IHG)
02.2016 - 04.2019
Reservation Specialist in CRO (India Central Reservation Office)
InterContinental Hotels Group(IHG)
09.2013 - 02.2016
Process Associate
Genpact
06.2012 - 09.2013
Customer Care Representative
MD Everywhere
01.2010 - 05.2011
M.Com - Business Studies
Dr. Bhim Rao Ambedkar University
07.2004 - 01.2007
B.com - Accounting
St. Johns College
07.1999 - 01.2002
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