SWAPNA BASKAR
OOTY
Summary
I am a highly skilled lead specialist Credit and Collection Analyst with over 8 years of experience in customer service, credit, and collections. I have managed portfolios worth up to USD 100 million while consistently improving cash flow and customer satisfaction. My expertise lies in leveraging data analysis for strategic decision-making, collaborating effectively with finance, sales, and operations departments to resolve disputes .in Deal Strategy & Negotiations, Contract Management, Deal Management, Deal Desk Operations and Sales. quotation
Overview
8
8
years of professional experience
2019
2019
years of post-secondary education
Work History
Lead Specialist credit and collection
Orcale India and private limited
Bangalore
06.2024 - Current
- Drafting and validate all aspects of contract document for accuracy and compliant with Oracle's Business Practices and Business Approvals/Process while maintaining customer satisfaction and responsiveness.
- • Key POC and responsible to work very closely with Sales Management, Cloud Frame work team, Approvers, Legal Team, Cloud Data Management team and Rev-Rec team to ensure complex Cloud deals are smoothly handled from the inception to Booking and Provisioning.
- • Proficient in Quote Creation in CPQ and Contract Document Drafting for New/Update and Renewal subscriptions, Creating Proposal document as part of RFP Process and Agreement Document Creation and validating pricing details and, submitting required business approvals.
- • Engaging and working with Oracle legal team to draft and review non-standard clauses when required and documenting such scenarios for reducing legal participation.
- • Strong understanding on quoting and contracting process for direct and indirect (VAR, VAD, Specified end user) channel requests.
- • Experienced in drafting OD with specific templates for Public Sector Customer, and for Strategic/Key Customer accounts.
- • Responsible to conduct Benchmark testing and User acceptance testing for majority of the applications used by Customer Deal Desk Team.
- • Handled Projects driving process improvement/simplification initiatives, primarily to standardize complex deals and proposed multiple system enhancements to increase self-service. Utilized “Validate, Understand and Execute” (VUE) strategic to review the Complex Deal Cycle.
- • Responsible for handling cross-region deals, priority deals and escalation prone deals. Providing resolution for queries, interim workarounds on complex deals
- Quotation
- Assisted in developing new pricing models that would maximize profitability while meeting customer needs.
- Maintained records of all issued quotes for future reference.
- Processed credit applications from new customers in accordance with established procedures.
- Provided technical support for product inquiries related to quotations as needed.
Senior Credit and Collection Analyst
Oracle India Pvt Ltd
Bengaluru
06.2022 - 06.2024
- Manage the US collection and dispute portfolio with Accounts Receivable ‘AR’ worth USD 100 million.
- Conduct in-depth account
- reconciliations, resolve discrepancies at line item levels, and improve receivables accuracy.
- Provide monthly and weekly forecasts to set cash targets, ensuring team alignment with objectives.
- Collaborate with cross-functional teams (Finance, Accounting, and Sales) to resolve tax-related queries and disputes.
- Reviewed taxes on invoices for US tax regulation compliance, reducing discrepancies and ensuring adherence to federal and state laws.
- Delivered detailed reports to senior management on collections performance and credit management.
- Leading technology corporation
Customer Relationship Manager (CRM)
Ather Energy
Bengaluru
01.2022 - 06.2022
- Cultivated strong relationships with key accounts, acting as the primary point of contact and driving customer retention.
- Identified upsell and cross-sell opportunities, negotiating contracts to increase revenue.
- Analyzed customer data to personalize engagements, proactively addressing concerns to reduce churn.
- Led training for new team members on customer service best practices, improving team performance.
- Collaborated with internal teams (Sales, Marketing, Product) to enhance the customer experience and streamline operations.
- Electric vehicle company
Customer Service Associate
Amazon Development Centre
Coimbatore
06.2018 - 01.2022
- Supported North America ‘NA’ international voice, email, and chat processes for Australia, UK, and Canada during peak seasons.
- Awarded Best Performer ‘2019’ for achieving 100% positive customer feedback.
- Selected for the Amazon Logistics project for NA and Canada, exceeding RAP & CHT goals.
- Served as a Subject Matter Expert ‘SME’ for 6 months and interim Resolution Specialist for 6 months.
- Received the Customer Obsession Award for exceptional contributions to customer support.
- E-commerce and cloud computing company
Education
Bachelor of Commerce - Professional Accounting
CMS College of Science and Commerce
CoimbatoreSkills
- Contract Management Mastering complexity Stakeholder Management Knowledge Management Ability to perform best under pressure and critical work conditions Teamwork Collaboration Strong organizational skills with ability to multi-task and Prioritize Lead by Example Problem Solving & Decision-Making
- Escalation Management Agility
Accomplishments
Recognized for exceptional performance through awards including Best Performer, Customer Obsession Award, and strong contributions to reducing discrepancies.
Hobbies and Interests
- Chess and Solving Rubik's Cube
- Enjoys strategic thinking and problem-solving through games and puzzles
- Traveling
- Passionate about traveling to explore new cultures and experiences
Languages
English
Proficient
C2
Tamil
Proficient
C2
Hindi
Advanced
C1
Telugu
Upper Intermediate
B2
Malayalam
Proficient
C2
Spanish
Beginner
A1
Timeline
Lead Specialist credit and collection
Orcale India and private limited
06.2024 - Current
Senior Credit and Collection Analyst
Oracle India Pvt Ltd
06.2022 - 06.2024
Customer Relationship Manager (CRM)
Ather Energy
01.2022 - 06.2022
Customer Service Associate
Amazon Development Centre
06.2018 - 01.2022
Bachelor of Commerce - Professional Accounting
CMS College of Science and Commerce