Priyam Das Gupta

• Manage Order-to-Cash (O2C) and Accounts Receivable (AR) operations for assigned portfolios.
• Generate and analyze AR Aging Reports using SAP and Power BI to identify overdue balances and collection opportunities.
• Perform collection activities through customer follow-ups, payment tracking, dispute resolution, and cash application coordination.
• Monitor KPIs and SLAs to ensure process compliance and achieve collection targets.
• Collaborate with internal stakeholders, customers, and cross-functional teams to resolve billing and payment-related issues.
• Create and maintain Standard Operating Procedures (SOPs) and process documentation to support knowledge management and operational excellence.
• Support process transitions, identify improvement opportunities, and contribute to workflow optimization initiatives.
• Prepare management reports and provide actionable insights to improve cash flow and reduce outstanding receivables.
• Ensure adherence to company policies, controls, and financial compliance requirements.
• Utilize SAP, Microsoft Excel (Pivot Tables, VLOOKUP), and Power BI for reporting, analysis, and decision-making support.

• Global AR Aging reporting.

• Managed credit management activities, including reviewing customer credit exposure, analyzing risk, and making decisions on order release or credit holds in accordance with company policies and credit limits.

• Performed order hold and release processes by evaluating outstanding receivables, payment history, and creditworthiness, ensuring a balance between risk mitigation and business continuity.

• Collaborated with Sales, Customer Service, and Finance teams to resolve credit-related issues, expedite order releases, and maintain customer satisfaction while protecting company cash flow.

Insurance Process

• Handled customer inquiries related to insurance policies, coverage details, premium payments, claims status, and policy servicing through phone, email, and chat support.
• Assisted customers with policy issuance, renewals, endorsements, cancellations, and updates to policy information.
• Provided accurate information regarding insurance products, benefits, eligibility criteria, and claim procedures.
• Coordinated with underwriting, claims, and operations teams to resolve customer issues and ensure timely service delivery.
• Processed customer requests and maintained policy records while adhering to company guidelines and regulatory requirements.
• Investigated and resolved customer complaints, escalations, and service-related concerns to improve customer satisfaction.
• Maintained high standards of customer experience by meeting quality, productivity, and service level targets.
• Documented customer interactions and updated relevant systems to ensure accurate record keeping.
• Supported claims processing activities by gathering required documentation and communicating claim status updates to customers.
• Ensured compliance with data privacy, insurance regulations, and organizational policies during all customer interactions.
• Utilized CRM and internal systems to manage customer accounts, track service requests, and generate reports.
• Worked collaboratively with cross-functional teams to deliver efficient and customer-focused insurance support services.

• Led daily B2B Accounts Receivable and Collections operations, ensuring achievement of collection targets, KPIs, and SLAs.
• Supervised and guided collection analysts, providing coaching, performance feedback, and process support.
• Monitored AR aging, overdue accounts, dispute resolution, and cash flow performance to improve collection effectiveness.
• Managed escalations, payment negotiations, account reconciliations, and customer relationship management for key accounts.
• Prepared and analyzed collection reports, aging reports, productivity dashboards, and performance metrics using SAP, Excel, and Power BI.
• Collaborated with Billing, Cash Application, Dispute Management, and Customer Service teams to resolve invoice and payment-related issues.
• Conducted quality reviews, process audits, and compliance checks to ensure adherence to company policies and client requirements.
• Identified process improvement opportunities and implemented initiatives to enhance productivity and reduce delinquency.
• Prepared weekly and monthly performance presentations for management and stakeholders.
• Managed team attendance, workload allocation, knowledge transfer, and training activities to ensure smooth business operations.
• Utilized advanced Excel functions including Pivot Tables, VLOOKUP, and reporting tools for data analysis and decision-making.