Philomina Francis

Project Management :

• Collaborating with department leaders and project sponsors to define and develop projects.
• Establishing project plans, including deadlines and priorities.
• Directly supervised project managers, providing training and support as needed.
• Review project deliverables before submission to ensure accuracy and adherence to stakeholders' requirements
  Identify and monitor project risks, implementing strategies to help mitigate or avoid them.
• Documenting the project's progress and providing regular updates to key stakeholders.
• Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance.
  
  Cash Application:
• Accountable for posting cash payments on customer accounts and balance cash posted to cash receipts.
• Identifies and analyzes all cash items not automatically posted to the accounts receivable portfolio during the automated cash application process.
• Collecting payments, issuing receipts, refunds and invoices; answering to customer inquiries, recording client payments, ensuring payments are accurate, communicating with clients, resolving conflicts, identifying and resolving payment discrepancies, taking care of computer billing and refunds.
• Perform research and initiate resolution of unapplied cash items within one business day by following up and consulting with our credit department or directly with the customer.
• Maintain customer master file by updating remittance and setting up new customers.
• Train new hires in cash applications, research, confidentiality, reporting, and support documentation for all checks.

• Publishing Quality report on daily basis and calling hours and production on hourly basis to closely monitor team performance.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
• Implemented employee recognition programs that boosted morale and increased retention rates within the team.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managing Shrinkage by making leave tracker.
• Taking one on ones to understand the issues of team members accordingly forecasting EWS to manage Attrition.

• Enhanced customer satisfaction by promptly addressing and resolving concerns in a professional manner.
• Streamlined the complaint resolution process for increased efficiency and improved response times.
• Boosted company reputation by consistently providing exceptional customer service and support.
• Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other departments.
• Proven ability to multi-task, such as toggling between computer applications while speaking on the phone with our members.
• Consistently meets deadlines and service level requirements such as hold time and wrap up time.

• Working in Finance & Accounts Department (P2P) in Payments & Exception Team.
• Posting of an AR Refund as per confirmation received from Cash Management Team (AR Team).
• Work on VQSM (Visual Query Structure Management) Portal and action query regarding Incorrect Payment made as per call reference logged by both Supplier and Client.
• Making Manual Corrections, Cancellation, Entries of both PO and Non-PO Credit Notes &Invoices for the incorrect payment done.
• Chasing the Supplier through Making Calls, Mailing Request for Refund of incorrect payments.
• Creation of supplier in Oracle R11, R12 and ISFE as per request from Supplier and Client.
• Scheduling Payment as monthly, half-yearly and specific date, amount as advised by client.
• End-End knowledge of Accounts Payable as my work was interlinked with all the sub process

• Boosted sales performance by implementing effective team training and coaching strategies.
• Developed strong relationships with key clients, resulting in increased customer satisfaction and retention.
• Managed a high-performing sales team, consistently achieving and surpassing set targets.
• Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
• Analyzed market trends and competitor activity to identify new business opportunities for the team.
• Collaborated with marketing teams to create targeted campaigns that generated quality leads for the sales team to pursue.