Shiv Sharma

Handling the Dispute Management Team Across CBS HYD hub (HVAC, REF & FNS business) from Sep'23.

• Dispute Management is the new project which got introduced in the month of Sep'23 & i worked closely with the leadership team from Hiring the people to design & implement the project go live.
• Managing the team size of 14, along with the – bi-weekly reviews,disputes tracking, Collaborating with the business unit / stakeholders & documented feedback.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving disputes promptly.
• Responsible for publishing dispute weekly score cards, Power BI file, month- end reports.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

Since July'24 - My portfolio has been extended & along with the dispute management team am also managing the REF collections ( APAC & EMEA). Overall including the dispute, currently i am handling 20 FTE's team.

• Handling the portfolio for US global market – ALC, Rentals, Services US, ALF business – HVAC.
• Managing the team size of 25, along with the – bi-weekly reviews, promise tracking, disputes tracking, aged balances & documented feedback.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Collaborated with internal and external stakeholders to translate business needs into data-driven solutions for the firm's strategic priorities.
• Managing the Unapplied cash for the entire team.
• Working closely on delinquent & disputed accounts.
• Working on escalated accounts & supporting the team as and when needed.
• Developed and deployed data visualization tools to improve decisionmaking and experience for internal and external customers.
• Responsible for publishing reduction reports, monthly forecast reports, level load monthly assignments, Power BI file, month- end reports.
• Handling weekly AR calls with business & quality checks within the team.
• Trained new team members by relaying information on company procedures and safety requirements.

• Handling the portfolio for global marketing collections for AWS – PMT (Professional service, Marketing and training)
• Provided weekly/Monthly performance updates with the stakeholders on Internal & Client dashboard calls.
• Applied a customer-centric approach with a focus on identifying and understanding customer needs, and delivering results within time.
• Quantitatively analyzed reports & pulling Forecasting periodically.
• Ensured high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes; thus managing cost-effective operations.
• Planning strategic actions on pending issues and collection strategies on past due invoices/accounts avoiding further rollovers.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.

• Joined as a Process Associate in Resource Management (Client Implementation Jan’13 – June’14) – Involved in verifying set of documents (SOW, CAA, RAA, FED ID, BANK DETAILS, LEGAL AGREEMENT) and updating the client information on database and welcoming client onboard.
• Promoted as Senior Process Associate in Corporate Finance Accounting (Order Entry July’14 – Aug’16) - Implementation and Payroll Solutions Group and Worked with a project in Accounts and Finance operations.
• Supervised the operations of the Accounts Receivable (AR) section with a focus on ensuring efficient processing (LBX allocation, reconciliation, and month-end reporting) of company receivables
• Assisted in proper recording and application of cash, management of outstanding invoices; directly interfacing with customers on collection matters, and resolution of disputes
• Evaluated the issues with checks and over/underpayments; initiated the return of overpayments and issuingletter requests/inquiries to customers with underpayments or those with unauthorized deductions.
• Maintained necessary reports for quarterly audits; developing senior-level analysis reports on a monthly and quarterly basis.
• Promoted as Analyst in US Taxation (Tax Books Setup Nov’16 – Feb’19) – Which dealt with
• Clients’ Tax and Bank accounts setups- Involved in setting up client profile on our systems for both Payroll and Taxation based upon the client request for National, Major & SBS Business.
• Validated results and performed quality assurance to assess accuracy of data.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• I was part of Quality check, training team and do a quality check on the codes which were processed by associate and give regular feedback to the respective associates.