Siddharth J Thakker

• Overall account review to ensure each analyst is performing as per the KPI and also perform audits as per LOB (line of business) in 360-degree view
• SPOC on any un-applied cash for the team. Closely work with cash application team to resolve un-applied cash and also pro-actively engage with the team by providing un-applied cash report on daily basis
• Managing TTR report (time taken to resolve) – Work closely with the collectors to understand any delays to resolve the queries
• I am a certified process trainer - AWS IN collections team
• Handling WBR & MBR calls with the stack holders
• Taking refreshers for the team as and when we get new process updates from the stakeholders and also engage team to review their pain areas.
• Liaise with internal/external customers on negative response rate and do RCA (root cause analysis) for receiving negative feedback and work accordingly.
• SPOC for AWS IN team to perform account allocation on a monthly basis.
• Assist leadership by providing Gap to Goal report with a forecasted closure amount by month end.
• I perform index reports which is called as PRP for the team by doing in depth analysis for individual collectors.
• Filled JDI (Just Do It) – Lean

Controllership Ideas:

i) Amended generic email id of AWS on the invoice copy where customer can drop their queries related to billing. This helped in customer raising their concern even before collection call was placed which in-turn helped in resolving disputes within SLA.

ii) Setup an outbound & inbound calling number for AWS India team which helped in not receiving customer escalations on not able to reach AR team via phone.

Automation Idea:

i) Created an automated process to identify payments from customer's end on the same day which earlier use to take 5 days. It helped in increase of auto cash application by 3%.

Time Benefit:

i) Task Report - Worked with the tech team to create a new Tableau dashboard to track the performance of team in terms of closing task within SLA or OOSLA

• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

• Identifying the legality of the Real Property.
• Procuring the tax amounts based on the state rules.
• Facilitate in creating inventory & targets for the Residential search team.
• Keep a close track of aged pending loans to finish in given TAT.
• Trained on different domains of US Taxation sub-process – FARR (First American Redemption Reporting) and Commercial Search.

• Preparing monthly and weekly Dashboards on the queries relating to different activities of receivables on high $ accounts.
• Change Billing Information per customer's request.
• Close the accounts on timely manner.
• Responsible for Receivables of Penske Truck leasing.
• Facilitate and implement process improvement idea to improve efficiency.
• Special Handling Modification for Customers who have separate rates to be billed like National Rental Account (NRA) Customers.