Rekha Gopal

• Escalated invoice processing delays appropriately and completed invoices on time to meet client requirements.
• Monitored tickets within required timeframes and handled each request on time.
• Maintained transparency by sharing clear, accurate status updates on invoice processing issues and task timelines.

Updated CSMs and mentors on progress and processing issues related to invoice work.

Delivered customer deliverables promptly and provided clear explanations that supported customer satisfaction.

• Addressed client requests in a timely manner and supported request resolution.
• Documented service procedure changes and resolution actions in line with customer business rules.

• Managed customer service chats for iTunes Apple, resolving MSS and iOS issues.
• Identifying the actual issues, respond the customer by reviewing the available resources, guide with the troubleshooting steps required, provide the relevant information for future reference, ensure the customer follows the appropriate step
• Educate our scope of support and transfer to the concerned team
• Maintain quality percentage and minimize the AHT (Average Handling Time)
• Educative about the regular updates and take mandatory tests like Process knowledge tests and communication tests
• Undergo process improvement training
• Implement and adhere to the updates in the daily activities
• Maintain data security of the customer and adhere to compliance
• Was formerly known as IBM Daksh Business Process Services Pvt. Ltd.

• Achieved over 99% accuracy in data processing tasks
• Managed monthly quality, one-pager, daily log reconciliation, SAP reconciliation, and other reports, ensuring accuracy and timely delivery.
• Conducted quality checks on high-value invoices and tracked discrepancies for future reference.
• Checking details of vendor account in SAP using different T-codes
• Processing of scanned images using File net applications for further processing and payment purpose
• During my tenure, had given the training to new joiners and supported our peer group in completion of allotments
• Promoted OPEX awareness and ISO policies within team, providing education and support to peers.

• Conducted audits of loan verification files including commercial vehicle loans, auto loans, two-wheeler loans, farm equipment loans, and consumer durables loans to ensure compliance and accuracy.
• Investigated discrepancies and provided solutions by raising queries and implementing corrections to maintain data integrity.
• Prepared audit working papers for client files and statutory reviews at K.P Rao & co.
• Verified vouchers, invoices, ledgers, and bank records during audit assignments.
• Checked compliance with GST, TDS, and income tax requirements for client accounts.