Payel Gupta
Kolkata
Summary
I am a seasoned professional with six years of experience in the Accounts Receivable and Order-to-Cash domain at British Telecom, Kolkata. I specialize in optimizing billing processes and managing complex financial operations, with a proven record in leading critical projects like Assurance Incidents and System Migrations. I thrive in dynamic environments and aim to contribute to forward-thinking organizations by leveraging my expertise, and passion for continuous learning.
Overview
7
7
years of professional experience
Work History
Operations Professional
BT e serve Pvt Ltd
Kolkata
11.2024 - Current
- Monitor billing schedules and proactively follow up on delayed or missed billing items to ensure revenue integrity providing updates to stakeholders
- Provide leadership support in risk assessment meetings, process redesign workshops, and system enhancement projects.
- Analyse trends in billing disputes or rejections and implement preventive measures to reduce errors
- Handling team in absence of team leads and to take management decisions
- Maintain audit-ready documentation for billing exceptions, system changes, and provide control signoffs
- Review aging reports and coordinate with payments & collections to follow up on outstanding invoices and disputed amounts.
- Participate in system testing during billing tool upgrades or new process rollouts.
- Actively participate in transformation projects, including system migrations, automation of manual processes, and implementation of digital billing solutions.
- Analyse existing billing workflows, identify bottlenecks or inefficiencies, and recommend process optimizations to enhance productivity and reduce errors.
- Perform control-based transaction reviews across the billing lifecycle to detect and prevent unauthorized charges, duplicate billing, or missed revenue.
- Support quarterly SOX testing by preparing control documentation, process evidence, and exception reports for internal audit teams.
- Maintain and update process narratives, Risk Control Matrices, and control logs for all billing-related controls.
- Maintain employee utilization trackers to monitor resource allocation and productivity.
- Prepared and presented monthly business decks and audit updates to senior management, showcasing process health, risks, and improvement plans.
- Collaborate with compliance and risk teams during internal control reviews and proactively implement recommendations.
- Coordinate with external auditors to submit artefacts, walkthroughs, and SOX evidence during audit cycles.
Subject-Matter Expert
BT e serve Pvt Ltd
Kolkata
01.2022 - 10.2024
- Championed cross-training initiatives across multiple work packages, building a versatile team capable of seamless backup and continuous operations.
- Possess comprehensive end-to-end knowledge of the Order-to-Cash cycle.
- Prepared and submitted activity reports for review by upper management.
- Oversaw retrospective billing processes to ensure accuracy and timely clearance for all customer accounts.
- Actively participated in continuous improvement initiatives and projects to enhance billing processes and operational efficiency.
- Maintained weekly billing and account status reports facilitating transparency and control.
- Addressed VAT-related billing issues in compliance with tax regulations
- Owned and updated SOPs, ensuring process documentation remained current and accurate.
- Served as process trainer, onboarding and mentoring new team members to ensure quick ramp-up.
- Directed performance management initiatives, providing constructive feedback and coaching to team members.
- Handled escalations effectively and conducted root cause analysis to resolve issues.
Operations Associate
BT e serve Pvt Ltd
Kolkata
06.2019 - 12.2021
- Performed manual invoice uploads into primary billing system Bill from secondary systems
- Conducted pre-invoice processing validations to identify and resolve discrepancies before billing
- Created new customer accounts, added sub-accounts, and tracked query status to ensure seamless operations
- Created working files and delegated tasks among team members to optimize workflow
- Got cross-trained on multiple work packages within process to provide backup support and maintain process continuity
- Managed amendments to account names and billing addresses based on customer requests
- Processed refund transactions, deductions, debit notes, and credit notes efficiently and accurately
- Managed billing queries from account managers and customers, providing prompt resolutions through workflow tools
- Got cross-trained on multiple work packages within process to provide backup support and maintain process continuity
Education
B.com (Hons.) -
West Bengal State University
West Bengal01.2018
Accomplishments
- Assurance Incidents, Led the resolution of critical incidents impacting 3,000 customers, ensuring a seamless customer experience with zero impact.
- Unbilled Revenue Project, Validated and resolved outstanding balance issues, contributing to a £2.7 million revenue uplift.
Projects
System Migrations & Data Cleanse, Supported the transition from tactical to strategic billing systems with an estimated savings of 4.7 million GBP. Eliminated redundancies and optimized server space. Unallocated Project, Resolved longstanding debit and credit discrepancies of worth 1.5 million GBP. Trained 30 Tech Mahindra personnel on Billing system. JDI & Process Improvements, Spearheaded process automation by developing macros that reduced manual intervention-one automated invoice detail integration into reports (saving 0.55 FTE), and another streamlined irregular requestor identification and notification (saving 0.22 FTE). Enhanced the CFB workflow tool for improved case management leading to savings of (0.35 FTE). Evolve Initiative, Transformation to enhance the end-to-end Bill-to-Cash journey through a universal advisor model-breaking down silos, enabling cross-functional capability, and fostering a more cost-effective, customer-centric approach across billing and cash operations.
Languages
- Bengali
- Hindi
- English
- Bengali
- Hindi
Timeline
Operations Professional
BT e serve Pvt Ltd
11.2024 - Current
Subject-Matter Expert
BT e serve Pvt Ltd
01.2022 - 10.2024
Operations Associate
BT e serve Pvt Ltd
06.2019 - 12.2021
B.com (Hons.) -
West Bengal State University