Ragam Nagprasad

• Over 10 years of robust experience in the areas of Finance, Process Improvement, Operations, Quality Compliance, Dispute Management, Receivables, and Cash Applications in the services sector.
• I am currently working with Genpact in the Order to Cash (O2C) domain, where I am associated with the Resolutions Team, responsible for monitoring all aspects of the collection of outstanding debts owed to the company.
• I am responsible for overseeing and processing incoming payments, investigating and authenticating the refund, dispute, and waiver cases, and checking missing and unresolved payment issues.
• Manage the collection for a $20 million portfolio of past due and delinquent accounts, with 600 to 700 accounts.
• Analysing deductions, working with QTC managers and customers to ensure deductions are correctly reported and accounted. after ensuring compliance with company's policies (Dispute Management).
• Dispute Handling related to invoice issues.
• Timely and effective communications with internal departments (like sales, Operations, Credit teams) for issue resolutions.
• Reviewing contracts of the customer to ensure accurate dispute.
• Validation and Processing of Customer Credit in CDK Billing System.
• Validation for Payment and O/S details of client in Oracle.
• Managing Customer invoicing and ensuring Timely payments and updating payment status to collections, Calling and providing solutions to customer queries on disputes raised by customer.
• Processing of Manual credit note.
• Matching the Invoice and contract to verify the disputes/ deductions raised by customer is valid.
• Ensuring proper resolutions to customer by researching on disputes raised by customer.
• Disputes creations and processing of all debit and credit notes including manual credit notes on system with proper approvals.
• Contacting sales team in case of duplicate billing/ invoicing.
• Checking MSA (Master services agreement) before processing any credit memo.
• Clearing the billing related queries of customer via phone and emails.
• Restriction of services in case of invalid deductions raised by customer on multi basis.
• Updating the cash application and collections team once the credit/ debit memo is processed.
• Part of UAT project for Invoice Specification Project.
• Working closely with team; performing & reviewing associate's activities.
• Posting cash on account, applying payments to invoices, clearing invoices as per Remittances received.
• Chasing for remittances for Unapplied and unallocated cash on account.
• Analysing on all blocked orders of customer, researching, and identifying the cause for block and actions accordingly to ensuring the orders are released within deadline.
• Analyse customer portfolio and investigate outstanding.
• Work with sales and legal to issue Payment plan for aged due Invoices.
• Follow up with Customer for Past Due Invoices.
• Raise dispute against concern team to resolve payment issue.
• Follow up with the customers for Bad debt collection through mails and Phone Calls.
• Put customer on NMS mode for their Bad debts.
• Reconciliation of unknown payments in the suspense accounts.
• We have also optimized the invoicing process, keeping it detailed.
• Prepare MIS dashboards and present them to the concerned department on a daily, weekly, and monthly basis.
• Ensuring all SLAs are achieved as per the agreement, with 100% accuracy.
• Weekly client calls, such as global calls, aging report calls, blocked order calls, go forth report calls, accounts receivable review calls, collections calls, cash applications calls, etc.
• Month-end deadlines: Ensuring all month-end activities are completed by the deadlines to close AR periodic transactions.
• Ensures all cash applications are performed within agreed timescales and in line with agreed SLAs.
• Reconciliations - Collaborates with the Record to Report analyst to ensure that open AR items in the bank statement are correctly accounted for.

• Validate the Purchase Order (PO) requests from to bill the order.
• Interact with clients on a regular basis to get feedback and provide assistance as needed. Ready to support at any time in various locations as per the client's expectations.
• Manage Order to Cash related to collections and dispute management, implement & enforce to strategy.
• Interaction with end customers via Calls and Emails for collecting pass due amounts.
• Meeting collections numbers/targets (monthly/ quarterly/ yearly).
• Customer and Country/Regional FD Relationship Management through e-mail, and conference calls.
• Lead and participate in conference calls with Country / Regional Financial Managers.
• Closely work with the team and ensure right collaboration with the team members properly to meet the deliverables and motivate &help them to develop the process standards.
• Identify process improvement opportunities and drive implementation.
• Dispute Handling related to invoice issues.
• Timely and effective communications with internal departments (like sales, Operations, Credit teams) for issue resolutions.
• Maintaining of all Intercompany, Cash apps & Collections mailboxes.
• Maintaining, Manual tracker, Query tracker, Escalation tracker, Error tracker, Training tracker.
• Responsible for weekly reports like - Weekly aging and past due reports, Weekly SLA reports, Weekly RCA Preparing monthly report-outs for team meetings to measure team performance. Weekly unallocated cash report, Weekly legal cases report and escalations etc.
• Monthly reports and quarterly- Budgeting report, Bank reconciliation, Credit limit vs Order book reports, Dunning reports, Productivity reports and Client SLA and actual achieved reports etc.
• Work on multiple projects for automation/development of AR process.
• Managed customer service inquiries and complaints in a timely manner.
• Maintained up-to-date knowledge of company products and services.

Send out timely invoices to client.
Responsible for follow up on the Past due balances.
Sending monthly AR reports to the Priority customers.
Helping Solve all the billing and Payment related queries of the customers.

Raising necessary Dispute Tickets based on the issue of the customer.

Arranging calls with customer and internally to understand the concern of the customer and helping solve the
issues for the smooth run.
Reconciliation of the accounts with reference to customer data which is provided
Carry out billing, collection &reporting activities according to specific deadlines.
Monitor customer account details for non-payments, delayed payments, and other irregularities.
Maintain accounts receivable customer files and records.
Follow established procedure for processing receipts.