Rinki Shephali Baba
Hyderabad
Summary
Dynamic professional with 14 years of experience at Cognizant, excelling in business process modeling and data analysis.. Proven track record in driving process improvements and stakeholder engagement, leading teams to enhance quality and efficiency. Adap at coaching and motivating team members, fostering a culture of continuous improvement, and People-oriented team leader, successful in monitoring performance, delegating work, and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs, developing, and delivering creative solutions. People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction, and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
15
15
years of professional experience
Work History
Team Leader
Cognizant
Hyderabad
06.2023 - Current
- Handling a team of 10 agents who Collaborate with stakeholders to understand their needs and gather detailed business requirements
- Analyze data to identify trends, patterns, and insights that inform business decisions
- Develop and document business process models to illustrate current and future states
- Propose and design technical and process solutions that meet business needs and objectives
- Communicate findings, recommendations, and project updates to stakeholders and executives
- Create detailed documentation of business requirements, processes, and solutions
- Identify opportunities for process improvements and contribute to ongoing optimization efforts
- One on One with the team members to give them feedback on their progress and understand if there is any issue that they are facing so that they can resolve their concerns and always document the feedback for future reference
- Provide coaching and feedback to the agents and groom them to the next level
- Created weekly and Monthly WBR and MBR for the process
- Prepare an agenda for both weekly and bi-weekly calls and distribute the minutes of each meeting accordingly
- Participating in weekly meetings with the client to comprehend stakeholders' needs and collect detailed business requirements and help them
- The team, along with Finance, has decreased delays and conducted follow-up calls with the department and helped the business
- Organized team-building events which contributed to fostering a positive work culture
- Trained all team members in their daily activities to ensure continuous production without interruptions
- Conducted a peer-to-peer audit to track team quality
- Attrition and Shrinkage Management
- Conduct a project with the team to address P2P issues faced by T1 agents and provide updates to all TLs across regions, earning client appreciation
Process Specialist
Cognizant
Hyderabad
11.2020 - 05.2023
- Joined Cognizant as a Process Specialist as a Quality Auditor
- Responsible for sending the attendance tracker to the GGK team and the shrinkage report to management
- Sending daily updates on Pending Closure, 3PH Party hold, and Customer Hold status
- Providing feedback with their quality errors daily
- Preparing the daily report for ADO/VSO and Repair items
- Conducting scrub for cases involving all associates in the morning shift team
- Performing 3PH audits as requested by the client
- Completing 20 quality audits daily as a quality auditor
- Sharing quality feedback with the team leader
- Delivering daily quality updates during team meetings
- Resolving associates' queries daily
- Training new hire associates with process updates and quality standards
Management Trainee
Genpact India
Hyerabad
05.2017 - 05.2019
- An Experienced professional with 9 years of extensive experience as a Cash Application specialist, in account receivables
- Proficient in handling accounting tasks like Accounts Receivable, Billing, Debtors Reconciliations and Auditing
- Skilled at assisting the team in developing and implementing process improvements to meet business goals
- Experienced in handling a team of professionals as well as working with cross-functional teams in multi-cultural and multi-facility environments while leveraging hands-on-experience in developing scaled solutions
- Profound expertise in providing process training to new employees / team members and evaluating quality audits with respect to the process
- Strong interpersonal and communication skills with an ability to lead a team and keep them motivated
- Handling the accounts receivable process (Order to Cash) involving Calling and sending emails to the foreign customers for payments and resolving their issues in an efficient manner
- Managing the debtor’s reconciliations activities
- Applying the cash for which the payments are received from the customers
- New hiring training, ensuring the completion of their training in a timely manner
- Formulating various dashboards monthly and forwarding the same to the clients
- Involved in monthly dashboard report and weekly Age-debt report
- Maintaining the error tracker and issue tracker for the team
- Ensure the SOP should be updated monthly
- Ensure all the SLAs are met
- Maintain the teams leave tracker on monthly basis & attendance tracker and publish to the Management
- Supporting in external Audit team annually
Process Developer (US& UK Cash Applicator)
Genpact
Hyderabad
05.2013 - 05.2016
- Overseeing and auditing postings internally
- Making timely decisions on reconciliation and addressing unapplied cash
- Preparing various client-required statements
- Assigning tasks to Cash Applicator specialists to handle month-end constraints
- Processing wire and cheque payments for Cash Application
- Preparing and publishing daily cash received and unapplied cash reports
- Collaborating with credit analysts to resolve unapplied and credit balances
- Managing six entities in Europe for six months during month-end activities
- Handling intercompany reports and reconciliations
- Conducting monthly client calls
- Managing the monthly Intercompany Netting Process
Process Associate
Genpact
Hyderabad
05.2010 - 05.2013
- Matched cash payments to corresponding invoices using remittance details.
- Managed automated billing processes.
- Processed credit and debit notes.
- Managed daily email queries promptly.
- Updated daily cash application tracker
Education
Post graduate diploma - Services Management
Institute of Management & Information Science
Bhubaneswar, India01.2010
Graduation -
Ranchi University
Ranchi01.2007
Intermediate -
Gossner College
Ranchi01.2004
SSC -
D.A.V Public School
ChaibasaSkills
- Business process modeling
- Data analysis
- Quality auditing
- Cash application
- Process improvement
- Stakeholder engagement
Projects
Process Improvement of Marketing Activity Mismatch
Enhance Validation Checks for PO intake form
Place
Hyderabad, Telangana, 500013
Timeline
Team Leader
Cognizant
06.2023 - Current
Process Specialist
Cognizant
11.2020 - 05.2023
Management Trainee
Genpact India
05.2017 - 05.2019
Process Developer (US& UK Cash Applicator)
Genpact
05.2013 - 05.2016
Process Associate
Genpact
05.2010 - 05.2013
Post graduate diploma - Services Management
Institute of Management & Information Science
Graduation -
Ranchi University
Intermediate -
Gossner College
SSC -
D.A.V Public School
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