Vidisha Naha

Order to cash(Cash Application)

• Oversaw cash application processes for multiple accounts and clients, ensuring accurate and timely payment reconciliation.
• Streamlined order to cash process in cash application department, enhancing workflow efficiency.
• Collaborated with Accounts Receivable and Collections to resolve outstanding issues, improving cash flow.
• Reconciled customer payments with outstanding invoices efficiently.
• Employed SAP, Zendesk, and Excel to streamline cash processing.
• Processed lockbox, wire payments, and unapplied payments.
• Ensured compliance with company policies during cash handling activities.
• Trained junior staff on cash processing systems and best practices.

Data Reporting & Performance Analyst

• Preparing operational reporting and metric files monthly and weekly basis for AR & People services domain for clients.
• Created ad-hoc reports based on requests from internal customers or external stakeholders.
• Collaborated with cross-department teams to develop performance metrics aligned with company objectives, enhancing data-driven decision-making.
• Developed and maintained performance scorecards to track key performance indicators.
• Managed daily client interactions to monitor service level agreements.

Order to cash Analyst

• Identification of debit notes and credit notes for branded products of TATA Steel.
• Extraction of financial information using SAP, CRM and Vistex.
• Calculation of non-price elements(Rebates and discounts) affecting financial statements.
• Price approval following price reconciliation using SAP.
• Facilitated communication with clients, partners, and internal departments to resolve financial issues and clarify inquiries, ensuring alignment and transparency.

Complaints Handling Associate

• Assessed complaints handling processes for bottlenecks and implemented changes for fast resolutions for a utility company based in the UK.
• Collected and analyzed data to identify root causes of complaints, suggesting preventive or corrective actions to streamline processes and improve client satisfaction.
• Utilized ERP's like SAP, CRM, DTS and national database.

• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Handling customers' queries over chats and emails.
• Working on customers' online payment transactions made via UPI(Unified Payments Interface).
• Handled floor queries, assisting team members with product updates and information dissemination.
• Educated new customers on product features and services, enhancing their understanding and satisfaction.
• Collected and organized information for input into database system, ensuring data accuracy and accessibility.
• Generated reports detailing findings and recommendations.

• Enhanced customer experience by delivering superior service, resolving billing inquiries, and troubleshooting effectively.
• Resolved direct debit issues and complaints promptly without compromising customer service.
• Utilized virtual communication methods to contact customers via live chat, email, phone, and occasional post, ensuring timely responses.
• Identified potential problems using critical thinking skills and proactively addressed concerns before escalation.
• Maintained detailed records of process steps for future reference and training, supporting knowledge transfer.
• Handled high volumes of incoming work requests professionally while maintaining excellent organization.