Pawan Nagar

• Led the seamless transition of project operations to India, ensuring minimal disruption and full process integrity.
• Completed comprehensive training alongside the onshore team (U.S. client), gaining deep insights into core operations and client expectations.
• Ensured strict compliance with safety regulations and company policies throughout the transition.

Customer Service & Process Management

• Managed customer inquiries and complaints with prompt, effective resolutions, enhancing overall client satisfaction.
• Gained extensive exposure to process transition, implementation, and contract management, enabling me to:Design detailed process flows and develop Standard Operating Procedures (SOPs).
  Create and deliver targeted training modules for team onboarding and skill development.
  Maintain a holistic view of internal quality standards, ensuring adherence to SLAs and KPIs.
  

Key Achievements & Responsibilities

• Developed contractual frameworks and agreement numbers within the trade organization.
• Led training sessions for new hires, ensuring smooth onboarding and process understanding.
• Managed trade payments, including deduction reconciliation and post-contract resolution.
• Prevented and resolved deductions related to off-invoice, bill back, and other categories, securing necessary approvals as part of sales support.
• Addressed invoice discrepancies, including invoice and PO mismatches, providing timely resolutions for seamless payment processing.
• Conducted three-way matches to verify service invoices against POs, ensuring accuracy and compliance.
• Established processes for monitoring customer satisfaction levels, improving service quality.
• Organized employee training programs to enhance workplace productivity and engagement.
• Monitored attendance, timekeeping, and payroll, ensuring accurate records.
• Developed inventory management systems to track supply needs and streamline ordering processes.
• Contributed to operational strategy development, driving efficiency and productivity.
• Maintained accurate records of sales transactions using point-of-sale systems for improved reporting.

• Restated lapse insurance policies and activated enforcement procedures to ensure policy validity.
• Calculated outstanding premiums to identify unpaid amounts accurately.
• Sent proactive reminder letters to customers regarding upcoming, or overdue, insurance premiums.
• Processed payments to reinstate lapse policies, ensuring smooth policy renewal.
• Managed and maintained the Payment Report for precise tracking and reporting of all transactions.
• Maintained accurate records of customer interactions and transactions in CRM system.
• Analyzed call data to determine areas of improvement in customer care process.