SOLOMON JOHN DAVID

• Developed lucrative relationships with clients to promote future business opportunities.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Oversaw financial management activities, including budget management, accounting and payroll.
• Analyzed strategic, core and support processes, recommending improvements to streamline or automate procedures.
• Hired and evaluated associates and management staff.
• Championed professional development and high performance by overseeing employee recognition programme.
• Elevated customer satisfaction ratings by resolving issues and fostering speedy resolution.
• Provided organizational leadership to develop effective business plan and promote organizational vision.
• Defined business requirements and workflows to enhance organizational efficiencies.
• Conducted periodic assessments to evaluate projects financial performance.
• Worked on couple of pilot projects, driving successful go-live and projects stability

Projects:

• Chat bot implementation
• Chat Live agent Support
• Automations implemented on reports and statement reconciliations
• Automated and digitalized reports/data using analytical tools to clients and leadership using Power Bi, Tableau, Predictor tool, encompass and AWS
• Automated Service Now for ticket assignment globally reducing 2 FTE benefit
• Showed 8 FTE savings with the implementation of RPA automation
• Proposed value added process steps which require additional capacity, hence pitched for upsell and got it approved for 6 FTEs

• Certified the projects from foundation to Automated in Operation Excellence drive
• Lead the tool Migration activity (WQM to SNOW), successfully completed for India and Bratislava
• Worked closely with processing team to identify process errors and find solutions
• Worked with quality team to improve Helpdesk quality. Introduced new quality framework, designed mitigation plans and implemented quality assurance procedures.
• Determined project goals and prepared project completion schedules.
• Monitored client programs and identified potential risks.
• Identified 4 FTE benefit on volume reduction automation project. Have shown savings of $ 55,368.00 for FY20
• Kept team on track by assigning and supervising their activities and giving constructive feedback.
• Motivated and encouraged team members to communicate more openly and constructively with each other.

Projects:

• Vendor master data reconciliation
• Invoice POC approval
• Chat Bot
• Vendor Portal enhancement configuration
• C-Sat survey return ratio project
• Quality improvement project
• E-Invoicing Project
• Invoice submission workflow notification project
• Volume reduction
• FTE Benefit and CVC projects
• AI auto email response

• Ensure team members receive appropriate reports and information regarding their performance and understand the material.
• Managing talent through coordinating and facilitating training and identifying development needs
• Provided statistical and performance feedback and coaching, and administered performance reviews for skill improvement
• Built strong relationship with internal stake holders and clients
• Have been successful in driving backlog situations from 3000/2000+ to 100 tickets and have always exceed expectations when targets were set by management for reduction project
• Groomed SMEs and agents to next level and resulted 9 promotions in the team
• Identified 1 FTE benefit on volume reduction automation project. Have shown savings of $ 5085.6 for FY17
• Received many appreciations from clients and vendors for delivering high customer service skills and resolving their request in an opportune manner
• Have shown client value savings of 1.2 Million dollars, which was appreciated by AP director of the project
• Have generated multiple process improvement and cost saving ideas
• Created check list to avoid quality misses on tickets and calls resulted in improved quality performance
• Conducted numerous R&R programs to boost the team to achieve and to exceed productivity target
• Awarded Star of Business for the month of November for ownership and delivery against significant challenges
• Awarded Star of Business for the month of December for keeping the metrics and team’s performance in tact with the transition

Transition Experience

• Transition experience of 1 year
• Transition lead managing project handover (Accounts payable Helpdesk) in client captive location, Bangalore
• Head the entire transition from AP Helpdesk and successfully completed delivery