Shantanu Sharma
Delhi
Summary
Strategic Senior Associate with expertise in Financial Reporting, client escalations and dispute resolution. Manages high-volume case queues, ensuring accurate resolution of client and internal fund remittance requests. Collaborates effectively with cross-functional teams in Finance to investigate discrepancies and uphold compliance standards.
Overview
6
6
years of professional experience
Work History
Senior Associate, Finance
Cvent
Gurgaon
06.2022 - Current
- Managed high-volume case queues in Salesforce, resolving client and internal fund remittance requests.
- Handled client escalations via Zoom, investigating discrepancies between bank remittances and invoices.
- Prepared weekly Refund Balance Files using App Support tools and Stripe for multiple currencies.
- Executed bi-monthly Wire Payment Reconciliations to ensure accurate corporate bank remittance.
- Partnered with GL and cross-functional teams to clear weekly bank outages while maintaining compliance.
- Managed invoicing and remittances for client events totaling over $30M monthly.
- Automated 60% of operational processes, reducing case resolution time from 14 days to 7 days.
- Conducted bank audits and maintained accurate client banking details in Oracle EBS.
- Monitored accounts payable and accounts receivable to ensure timely processing of transactions.
- Reconciled bank statements, tracked bank deposits, and managed bank transfers.
CSR (Customer Service Representative, P2P)
Hilti India Pvt Ltd.
Gurugram
07.2021 - 06.2022
- Processed/Approved clients invoices for India region.
- Maintained close communication with clients to address any concerns or changes during the order lifecycle.
- Collaborated with the sales team to receive and verify POs, ensuring accuracy of payment terms, billing details, shipping information, GST, and contact persons and the materials mentioned in the line items.
- Managing inbound calls, emails and chats from customers, resolving issues regarding tools and chemicals.
- Placed orders in the system as per the inventory available in the warehouses. Provided technical information to the clients related to our products.
- Acting as a salesperson, providing information over the phone and converting leads into orders.
- Converting customer purchase orders into sales orders post-quotation using BYD and SAP systems.
- Making outbound calls to both technical personnel and customers to ensure excellent customer service.
- Beyond my KRA's, I also managed my team's data, including productivity metrics, email turnaround times, and resolving errors in sales orders.
- Created/Received customized quotes based on client requirements and placed orders upon client approval, following their Purchase Order (PO).
- Monitored order status throughout the process, ensuring timely delivery and providing end-to-end resolution.
CRO (Customer Relationship Officer, Sales)
TP (Teleperformance)
Gurgaon
10.2019 - 09.2020
- Worked in the tele-sales for Etisalat, UAE (International).
- Engaged in outbound calling to sell mobile and wi-fi plans to existing and new customers.
- Converted prepaid to post paid on contract basis to generate more revenue and to hold customer for 12 months to 24 months.
- Took on Team Lead activities, including managing attendance, sharing reports, and conducting call audits.
Education
B.Tech. - Civil
Maharshi Dayanand University (MDU)
Rohtak01.2018
12th -
CBSC Board
01.2014
10th -
UP State Education Board
01.2012
Skills
- Salesforce
- Stripe
- Bank and remittance reconciliations
- SOP’s
- Financial analysis
- Bank reconciliation
- Invoice management
- Payment processing
- Cross-functional collaboration
- Escalation handling
- Process improvement
- Customer service excellence
- Oracle experience
- Advanced excel usage
Custom Section
- Going Extra Mile Award
- Super Achiever Award
- Customer Champion Award*2
- Flocks Favorite Award
- Earn The Badge Award
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of activities.
- Recognised by management for saving 23 Million USD of Cvent and it's clients due to incorrect reports provided by stakeholders.
Timeline
Senior Associate, Finance
Cvent
06.2022 - Current
CSR (Customer Service Representative, P2P)
Hilti India Pvt Ltd.
07.2021 - 06.2022
CRO (Customer Relationship Officer, Sales)
TP (Teleperformance)
10.2019 - 09.2020
B.Tech. - Civil
Maharshi Dayanand University (MDU)
12th -
CBSC Board
10th -
UP State Education Board