Rakesh Kumar

Key Result Areas:

• Participating in internal audits, reporting non-conformances, identifying root causes and implementing corrective actions; ensuring strict adherence to quality standards.

• Ensuring strict adherence to contractual SLAs to ensure service delivery as per client expectations.

• Executing operations within timelines; implementing business continuity plans to ensure uninterrupted operations.

Essential Duties and Responsibilities – (Key Activities) as Specialist

• Reviewing requisition submissions from business requesters, ensuring they adhere to procurement policy.

• Facilitating distribution of supplier Purchase Orders.

• Correct category (commodity code) selection on requisitions from business users to ensure accurate spend data in reporting for PaCE.

• Managing commodity code ownership to ensure correct PaCE approvers receive requisitions for approval.

• Providing process training to new jonnies.

Essential Duties and Responsibilities – (Key Activities) as Senior Analyst

• Receive incoming inquiries from internal and external customers regarding financial transactions, information technology, banking, Clarity, PeopleSoft, Ariba, Smart-pay user access administration.

• Give consistent customer service delivery. Build customer confidence in the level of service provided. Meet the ongoing needs and expectations of our customers.

• Research and resolve system or security related issues & escalate them to other process areas for problem resolving.

• Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully resolve the issue.

• Respond to individuals in manner and timeframe promised or follow-up to explain status. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.

• Managed Inbound calls from US based Citi Bank Credit Card Holder.

• Resolved various queries of customer like APR, Credit Line, Billing Issues.

• Activated and removed fraud early warning Blocks.

• Managed to sell Credit Protector, City Identity Monitor, watch Guard Preferred and Balance Transfer to Customers.