Pranitha Aiyer
Pune
Summary
Finance Services Specialist with experience in GBSC Helpdesk operations, customer inquiry management, and global stakeholder support. Strong expertise in stakeholder management, problem solving, corporate card operations, reconciliation, and driving customer experience excellence in high-volume, SLA-driven environments.
Overview
9
9
years of professional experience
Work History
Specialist, Finance Services
Mastercard
10.2022 - Current
- Act as an SME for expense management (Concur, Oracle Expense, AP & Payment Inquiry) and corporate card operations, supporting team members and resolving complex queries.
- Performed root cause analysis on recurring issues and implemented preventive solutions, increasing first-touch resolution rates.
- Collaborate with Tier 2/Tier 3 teams (AP, AR, Tax, Payment Inquiry) for escalations and ensure seamless case handoffs.
- Support knowledge base updates ensuring accurate and up-to-date process documentation for team reference.
- Drove customer experience initiatives focusing on self-service enablement and process optimization, leading to streamlined operations.
- Managed multi-channel customer inquiries (case management system, email, and chat) ensuring timely resolution and high-quality responses, enhancing customer satisfaction.
- Delivered against daily productivity, SLA, and quality targets, contributing to improved customer experience.
Trade Operations Professional (Supply Chain Finance - USA)
BA Continuum India Pvt. Ltd.
01.2017 - 04.2022
- Processed high-volume financial transactions including domestic/international transfers and settlement activities.
- Performed reconciliation across AR, AP, and GL accounts ensuring accuracy and compliance.
- Resolved client queries promptly, enhancing customer satisfaction in a fast-paced environment.
- Identified risk areas and implemented process improvements, strengthening compliance and operational controls.
- Collaborated with global stakeholders to ensure adherence to SLA and compliance standards.
Education
MBA - Finance
Sikkim Manipal University
B.Sc. - Computers
Osmania University
Skills
- Financial Analysis
- Budget Oversight
- Financial Compliance
- Performance metrics
- KPI management
- Root cause analysis
- Service desk management
- Multi-channel support
- Customer experience
- Knowledge management
- Stakeholder management
Timeline
Specialist, Finance Services
Mastercard
10.2022 - Current
Trade Operations Professional (Supply Chain Finance - USA)
BA Continuum India Pvt. Ltd.
01.2017 - 04.2022
MBA - Finance
Sikkim Manipal University
B.Sc. - Computers
Osmania University