Priyanjali

Professional Summary: Enthusiastic and results-driven professional with over 2 years of experience in Accounts Receivable and Order to Cash domain. Currently serving as a Team Leader at Genpact, adept at managing teams and delivering exceptional results. Proven ability to handle diverse responsibilities, including dispute management, billing, client communication, and process improvement. Committed to personal and professional growth, with a keen interest in upselling and adding value to organizational objectives.

Strengths:

• Proven ability to thrive under pressure.
• Excellent interpersonal and communication skills.
• Strong leadership and people management capabilities.
• Demonstrated work ethic and receptiveness to feedback.
• Quick learner with a knack for adapting to changes seamlessly.

• Received "Spot Award" in 2022, within first 3 months at Genpact
• Ms. Bright Beginner Award in 2022
• Genpact Bronze Award- 2 Times
• Genpact Silver Award - 2 Times
• Genpact Special Project Award - 1 Time
• Data Lean & Lean Star Certification completed at Genpact

• Leading weekly calls with CFO, Cash Leader, and GE Healthcare commercial executives to review progress through bowler charts and discuss business strategies.
• Train and develop Collectors, Dispute & Helpdesk Analysts to excel and deliver operational excellence, Review dashboards and bowlers with Team Leaders to ensure consistency in dispute resolution cycle time and dispute reduction by fixing the root cause.
• Ensure 95% call SLA for calls answered by billing helpdesk team and timely closure of customer billing queries by helpdesk analysts within TAT through CORA OPS.
• Achieve SLA and KPI set up by the business partner and maintain consistency, Driving Lean & Digital Transformation in the team to simplify our process-Got 14 Lean certifications completed in the team in 2023.
• Training GE Healthcare order management, service, and sales staff on business SOPs for uniformity and consistency of business practices.
• Outstanding relationship manager and account manager who is adept at planning, coordinating, prioritizing, and completing challenging assignments in fast-paced, time sensitive work environments.
• Committed to superior customer service and client relations while supporting business and profitability goals, Particularly excel in process improvement to streamline operations and ensure operational excellence, as well as key account satisfaction and retention, Excellent client relationship Team Building Activities- Minimum attrition

Management Trainee, 10/2023, Present, Dispute Team Handling 7 FTE's.

• Reconcile PO's, quotes, and customer contracts to assess the nature of dispute and classify into Billing, Quality, Shipping or Commerce dispute. Provide insights to the billing team regarding discrepancies and help in generating the credits.
• Proactively working to fix the root cause/upstream process with order management and billing team to eliminate future billing discrepancies on customer accounts.
• Laying down different dispute resolution strategies for Platinum, Govt and Distributor customers to strive operational excellence.
• Streamlined the dispute resolution process and reduced resolution cycle time from 25 to below 10 days in 2022 and staying consistent.
• 25-30% reduction in dispute count Q on Q basis throughout 2023.
• Reduced average trending of open disputes by 70% in 2023, Forecast bad debts risk for business and communicate the same in review calls

Management Trainee, 10/2023, Present, Billing Helpdesk Team 5 FTE's. 

• The team transitioned from Monterrey in Mexico to India and is responsible for taking inbound customer calls and resolving queries through Cora Ops tickets.
• Taking supervisor calls for customer escalations and resolving issues to customer's satisfaction.
• Monitor agent availability through CMS Avaya tool to avoid dropped calls.
• Prepare daily dashboards to report out agents' daily hygiene and call quality.
• Ensuring 95% calls answered SLA and timely resolution of Cora Ops tickets (customer queries on invoices/payments) by working with the collections team.
• Share daily report of open cases pending with collectors to create visibility on aged tickets and ensuring timely closure.
• Leveraging 2000 monthly inbound calls and 3000 Cora Ops tickets to strive for customer satisfaction.
• Leading weekly calls with Cash Leader to review progress of both teams through bowlers and dashboards

Process Developer, 12/2021, 09/2023, Dispute Management Team, GE Healthcare

• Assigning disputes to dispute analysts based on portfolio and regional alignment.
• Publish daily reports of disputes pending with collectors to ensure timely closure of disputes and improve dispute resolution cycle time.
• Escalating aged and top dollar disputes to the commercial, sales and order management team through calls/emails to ensure quicker resolution of disputes.
• Leading weekly calls with clients/region managers and providing dispute updates for their customers and zone.
• Publish weekly billing disputes bowler to GE Healthcare leadership outlining billing defects and dispute resolution/identification cycle time.
• Assisting team members with any dispute escalations, queries and identifying channels to resolve disputes faster.
• Publish weekly dashboards and metric reports to ensure all open/closed tickets are within SLA.
• Training new hires and collectors on ERP knowledge and invoice/credits/payment reconciliation.
• Cross train with onshore team members to be enabled as a backup for other businesses in General Electric Company.
• Build SOP's so that all team members can resolve any case enquiries accurately.