To succeed in an environment of growth and excellence . I am seeking a position in the Workplace Services Industry focusing on operational management and process improvements. Worked with large cross cultured teams and a seasoned manager on Global Service transitions and Operations, Managing Queues, Working on Incidents, Requests, Problem Records, Change Requests.
Overview
5
5
years of professional experience
Work History
Analyst | Finance Help Desk Core Contact Center
Deloitte Support Services India Private Limited
Hyderabad, India
01.2023 - Current
Providing support related to Swift - Client to Cash (CTC) and Process to Pay (PTP) for US/USI, Swift Transaction Codes and Possess a strong knowledge on DTE. Subject Matter Expert: Possess deep knowledge in application support areas (Application Names/Geography) to provide advanced troubleshooting and resolve complex issues. Knowledge Sharing & Collaboration: Foster strong relationships to facilitate knowledge sharing, identify contact drivers, and contribute to a robust knowledge base for improved FCR, CSAT, AHT and other organizational matrices. Maintaining Employee satisfaction by implementing better ways to address Employees needs and queries. Contribute to constant improvement by sharing and implementing ideas and process related information with the team. Process & Continuous Improvement: Adhere to established processes. Ownership & Initiative: Take ownership of unassigned escalations, monitor ticket queues, and demonstrate initiative by assisting frontline analysts. Communication & Learning: Actively participate in meetings to stay current on deployments and best practices, continuously enhancing ability to provide effective support. Teamwork & Mentorship: Providing Knowledge Transfer to the New Joiners. Engage assisting colleagues with support real-time. Worked on Service Now and AWS
Proactive escalations and ownerships of client concerns wherever necessary
Secondary function includes providing support to level 1 agents - which includes key attributes like appropriate technical troubleshooting, clear documentation of the steps performed
Effective follow-ups and ensure closure of unresolved issues
Adherence to organizational hygiene, maintaining CSAT, AHT and other organizational matrices
Answered telephone calls promptly and minimized delays that could lead to abandoned calls
Responsible to manage the incoming ticket volume and dispatch it to the team
Far-reaching experience on ITIL framework and processes used in production support environment
Provide Knowledge Transfer to the new joiners
Involved upskilling the new employees in the team
Engage assisting colleagues with support real-time.
Senior Technical Support Representative
Kyndryl Ind Pvt Ltd
Bangalore, Karnataka
11.2021 - 12.2022
Proactive escalations and ownerships of client concerns wherever necessary
Secondary function includes providing support to level 1 agents - which includes key attributes like appropriate technical troubleshooting, clear documentation of the steps performed
Effective follow-ups and ensure closure of unresolved issues
Answered telephone calls promptly and minimized delays that could lead to abandoned calls
Responsible to manage the incoming ticket volume and dispatch it to the team
Far-reaching experience on ITIL framework and processes used in production support environment
Provide Knowledge Transfer to the new joiners
Involved upskilling the new employees in the team
Technical Support Representative
IBM Ind Pvt Ltd - Kyndryl Ind Pvt Ltd
Bangalore, Karnataka
05.2019 - 11.2021
Respond to the On-call request from the customer
Handson experience with ServiceNow, ISM and Microsoft Remote Desktop Tools
Acknowledge and assist users via remote using Teams/RDP tool
Create and document customer queries in the ServiceNow tool
Troubleshoot the system related issue and escalate unresolved to the Tier2 Teams
Follow-up on the issue and co-ordinate with Tier 2 team and customer for the issue resolution
Ensure customer satisfaction throughout the interaction.
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.