Santanu Pal
Kolkata,West Bengal
Summary
Self-motivated, results driven, forward-thinking Operations Specialist bringing more than 9 years of expertise in SAP ISU, Billing / Invoicing, Accounts Payable, Team management for Customer Service sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
11
11
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Process Associate
Genpact
Hyderabad
02.2019 - 12.2022
- Managing all complex complaints, issues and problems to maintain customer satisfaction for World's largest search engine process.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Handling customer errors, troubleshooting the payment related issues in system and working to resolve problems and inconsistencies.
- Adequately providing training to the new hires and through out support to the team members to up skills their customer service process as an SME.
- Ensuring communication targets were met by staying organized throughout service and closely monitoring operations.
- Educating 24 team members on organizational mission and goals to help to achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
- Closely monitored and handling staff performance by reviewing metrics and overseeing processes.
- Maintaining excellent team relationships by helping others during complicated or difficult situations.
Senior Process Associate
Tata Consultancy Services
Kolkata
06.2012 - 12.2018
- Investigated, analyzed and resolved UK based user's Utility Billing / Invoicing related issues with SAP, CRM, ISU tools and templates to support workstreams.
- Processed invoices and payments quickly and accurately, maintaining precise up-to-date billings as per US based Accounts payable company process flow.
- Suggested operational improvements to enhance invoice processing, handling and payment efficiency.
- Analyzed clients' background checks and financial records to determine risk involved for US based banking process.
- Determined and recommended methods to implement improvement opportunities.
- Maintained appropriate document review and approval procedures, completing process and releasing loan in timely manner.
- Kept track of statements provided by clients, suppliers and internal employees.
Education
Bachelor of Commerce - Accounting
University of Calcutta
KolkataHigher Secondary - Accounting
New Barrackpur Colony Boys' High School
KolkataSkills
SAP ISU hands on knowledge
Billing / Invoice processes
Payment transactionsAccounts payable / accounts receivablePrioritising workload as per project timeline managementTeam building initiativesRegulatory requirements understandingAnalytical and Critical Thinking
Organization and Time Management
Critical Thinking
Production support
Process improvement
Certification
Certified Diploma in Financial Accounting, CMC Ltd.
Languages
English
Proficient
C2
Bengali
Proficient
C2
Hindi
Proficient
C2
Accomplishments
- Achieved Reward and Recognition from clients by completing task with accuracy and efficiency.
- Supervising team of 24 staff members.
Timeline
Google Analytics Certification, Google
09-2022
Google Ads Search Certification, Google
09-2022
Process Associate
Genpact
02.2019 - 12.2022
Senior Process Associate
Tata Consultancy Services
06.2012 - 12.2018
Certified Diploma in Financial Accounting, CMC Ltd.
06-2011
Bachelor of Commerce - Accounting
University of Calcutta
Higher Secondary - Accounting
New Barrackpur Colony Boys' High School