Sandeep
Delhi
Summary
Dynamic Assistant Manager at Johnson Controls with a proven track record in operations management and coaching. Expert in enhancing performance metrics and resolving complex customer issues, leading to improved team productivity. Adept at process documentation and fostering collaboration, ensuring seamless operations and high customer satisfaction.
Overview
7
7
years of professional experience
Work History
Assistant Manager
Johnson Controls
01.2024 - Current
- Management Oversight: Stepped up to oversee management responsibilities, ensuring seamless daily operations without disruption.
- Process Documentation: Responsible for updating process documents and Standard Operating Procedures (SOPs), and communicating changes to relevant teams.
- Performance Metrics: Managed and regularly reviewed key metrics such as accuracy, volumes, process turnaround time (TAT), and productivity, to ensure compliance and uniform performance across team members.
- Critical Escalations: Handled critical escalations related to Order-to-Cash (OTC), cash applications, unapplied cash, and reconciliation.
- Team Meetings: Conduct daily team meetings to discuss expectations, address challenges, and foster a collaborative environment.
- Account Auditing: Responsible for auditing accounts for the team to ensure accuracy and compliance.
- Reporting: Prepared detailed account-level, invoice-level, and branch-level reports to provide insights and support decision-making.
- Employee Coaching: Coached new employees, ensuring a smooth onboarding process, and quicker adaptation to their roles.
Senior Executive
Johnson Controls, Inc.
01.2022 - 12.2023
- Helped on multiple accounts in times when primary resources were unavailable and managed to get additional resources trained and ready, with no impact on regular operations.
- Manage all communication for all overdue accounts, investigate all customer complaints, and resolve all issues.
- Handle escalated and complex customer issues, helping to provide resolution and settlement of accounts. Responsible for accounts receivable, Dispute and cash application activities for the assigned region.
- Consult directly with customers to identify reasons for late payments, and set up payment plans that are mutually agreeable.
- Research and implement effective collection techniques.
- Responsible for weekly calls with Regional Credit Managers to discuss the overall health of the AR portfolio, pulling bank statements, and creating.
- Communicating with customers (internal and external) through emails and phone calls.
- Collaborates with the Legal team if legal action is required.
- Perform detailed account reconciliation from the customer's perspective, as needed.
- Created SOP (standard operating procedure).
Process Developer
Genpact India Pvt Ltd.
12.2019 - 01.2022
- Dispute Resolution: Manage and resolve disputes related to accounts receivable, ensuring timely and effective resolution to maintain customer satisfaction.
- Data Analysis: Analyze dispute data to identify trends and root causes, providing insights for process improvement.
- Communication: Maintain effective communication with clients and internal teams to address and resolve disputes efficiently.
- Documentation: Update and maintain accurate records of disputes, resolutions, and related communications.
- Process Improvement: Develop and implement strategies to improve dispute resolution processes, reducing resolution time, and enhancing accuracy.
- Reporting: Prepare regular reports on dispute resolution metrics, providing insights and recommendations to management.
- Training: Provide training and support to team members on dispute resolution processes and best practices.
Executive
EXL Pvt Ltd.
04.2018 - 06.2019
- Process Group Insurance.
- Check all necessary details (Age, Member, Relation) before uploading in the workflow.
- Prioritize work based on daily volume.
- Upload the insurance email in the case manager to send the insurance paper to the customer.
Education
Bachelor of Arts - Economics
Delhi University
Delhi05.2014
12th -
Senior Secondary School Dhaka
Delhi05.2010
10th -
Senior Secondary School Dhaka
Delhi05.2008
Skills
- Operations management
- Task delegation
- Coaching and mentoring
- Reporting
- Positive attitude
- Collaboration and teamwork
Accomplishments
3 Bronze Medals at Genpact, 1 Super Achiever of the Quarter, 4 Stars of the Month Award at JCI, and part of Team Striker (managed and arranged all tournaments)
Languages
English
Timeline
Assistant Manager
Johnson Controls
01.2024 - Current
Senior Executive
Johnson Controls, Inc.
01.2022 - 12.2023
Process Developer
Genpact India Pvt Ltd.
12.2019 - 01.2022
Executive
EXL Pvt Ltd.
04.2018 - 06.2019
Bachelor of Arts - Economics
Delhi University
12th -
Senior Secondary School Dhaka
10th -
Senior Secondary School Dhaka
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