Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
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Santanu Pal

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
Kolkata

Higher Secondary - Accounting

New Barrackpur Colony Boys' High School
Kolkata

Skills

    SAP ISU hands on knowledge

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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

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Santanu Pal