Deepthi Pamarthi
Dubai,UAE
Summary
Effective in developing teams, training and mentoring new recruits to deliver excellence in sync with the organization objective.
Articulate communicator and team player with effective leadership, decision-making, problem-solving, interpersonal skills and a result driven “CAN DO” attitude individual
Overview
9
9
years of professional experience
Work history
Remal Security Services WLL
08.2022 - Current
- Following up with Clients
- Attending Meetings
- Site Visits
- Supporting pre-sales during tenders on Maintenance Projects for ELV & Access Control
- Following up with the Engineers on product delivery
- Monitoring the daily progress of projects
- Providing detailed updates to project managers or other stakeholders
- Ensuring team members have the supplies and resources they need to complete their assigned tasks on time and within their budget limits
- Organizing reports, invoices, contracts, and other financial files for easy access
- Planning meetings and organizing project logistics
- Performing billing and bookkeeping tasks
- Taking calls and managing accounts payable and receivables
ADP PVT. LTD
04.2021 - 07.2022
- SME and Floor Support to the team
- Pseudo lead for the team of five
- Worked on Specific huge Clients to clear the backlogs
- Co-ordinated with the managers of other departments to get things done in a timely manner
- Go to person, for process knowledge and follow ups
- Handled High level escalation calls
- Supported the team with process knowledge and follow ups
- Audited/monitored team's calls/accounts for their enhancement in the process
- Submitted monthly KPI report of all the teams (for Both India & US teams)
- Rolled out weekly communications
- Worked on write-off, recovery reports
- Implemented Lean Ideas for the development of process
- Prepared Weekly Aging Reports and performance Index reports
- Was a part of a process development program
- Attended and conducted team meetings for 100+ team members
- Provided training on new tools and advanced process steps to the team
- Co-ordinated with US managers and Directors directly and worked on monthly reports
- Was a key role in the transformation process
- Helped with Ideas and prepared presentations for transformation trainings
- Expertise in Open Credits, reduced the open credits and lead a team to achieve numbers and to keep it in track
- Prepared SOP's, training materials
- Conducted PKT's to the team
- KA resource of the process
- Prepared Reports on daily and weekly basis
- Was part of a special backlog project for open credits and completed it in time
- Process trainer to the new hires
- Mentored the new hires on daily basis and assisted them with their questions
- V&A trainer to the process, conducted training the team members
- Part of the L&D (Learning and Development) Team
- Maintained and coordinated in between the different teams and their managers in regard to the L&D trainings
- Worked on the assigned portfolio in time without any delays and always took highest number of calls
- Received appreciations and recognitions from the team and clients
- Fun Spock for the AR team, conducted various fun activities and kept the team engaged always
- Worked with various departments and resolved clients queries immediately
- Provided Lean Ideas to achieve targets and work efficiently
- Achieved the collections goals and targets, also helped the team to achieve it
- Worked on portfolios of more that five thousand accounts
- Handled specifically enormous dollar value clients
- Expert in handling open credits, DDF's, write-offs and refunds
- Provided training on order to cash to the new hires
Wipro PVT.LTD
01.2019 - 04.2021
- KA resource at Wipro and have been onsite for transition to USA
- Team Lead and an SME for a team of 5
- Developed SOPs and process documents for the collection
- Monitored SLA ‘s and targets on a monthly basis
- Handled and mentored new hires on the process training
- Maintained a good rapport with the team members and the clients
- Prepared and conducted weekly dashboard calls with the clients
- Always met the provided targets and made sure the overall team met the quarterly targets
- Maintained daily/weekly/monthly reports and SLA data
- Helped and guided the team members with their questions and made sure they met their daily productivity
- Maintained the accounts clean and handled the customer with ease and eccentricity
- Monitoring accounts to identify overdue payments
- Investigate historical data for each debt or bill
- Dispute management
- Resolve billing and customer credit issues
- Accepting Credit card payments on the Phone
- Negotiation and Debt Settlement
- Research and Customer Location
- Report on collection activity and accounts receivable status
- Detailed records of all customer communications, payment plans that customer have agreed to, and amounts paid via telephone
- Accessing database information, pulling up credit reports, and locating other publicly-available records in adherence to the Fair Debt Collection Practices Act
- Send out past due notices for delinquent accounts or for missed settlement payments
- Reported DSO on a monthly basis and oversaw any disputes
- Working closely with accounts receivable, sales, and legal departments to develop strategies for collecting on delinquent accounts
- Report address changes and maintain files regarding debtors for correct and current contact information
- Allocated daily task to the team members and conducted training to the new recruits
- Guiding Cash app teams to close the ledger on timely manner
- Motivated team to perform well and to achieve the goal in sync with the organization objective
- Quality check for all the transactions on daily basis and make sure everything within the compliance
- Followed-up with customers through emails & calls for payments across US region
- Refunds (Closely working with AP team, vendors and payment desk team to close any refunds within TAT)
Genpact India PVT.LTD
03.2016 - 01.2019
- Order Management/Procurement/Collections:
- SPOC for two major customers and handle end-to-end processes in Order Management
- Worked on portfolio based
- Expert in handling escalation calls/sup calls
- Always met the targets and performed well in account reviews
- Process customer requests
- Support agents with resolution on queries and resolve escalations
- Mentor new hires, provide training and develop their competencies as part of firm building
- Monitor SLA's
- Work Force Management
- Provide feedback and conduct team huddles
- Quality Monitoring
- Process emails / handle calls while adhering to performance metrics Activities:
- Process orders for the customers (phone, email, fax and EDI - Electronic Data Interchange)
- Provide floor support to the agents by clarifying their queries and hence helping them achieve their targets
- Do a root cause analysis for all escalations, resolve it and identify improvement areas for avoiding such escalations
- Based on identified improvement areas / escalations, create a question bank, conduct PKT monthly and evaluate agents on that metric for their financial compensation
- Monitor SLAs in responding to the clients for timely closure of the activity assigned to each agent
- Do monthly Quality Evaluations of agents which is one of the parameters for their financial compensation
- Generate MIS reports related to agent's performance
- Generate and analyze a report to identify number of errors made by CSRs and plan the trainings accordingly coach to the team
- Process and customer orientation
- Handled back-to-back calling and processed e-mails simultaneously
- Travelled to Client's location (US) and had done a reverse transition to the onshore team
The English School
06.2014 - 01.2016
- Communication skills Trainer for Level- 1 students and Front Desk, office Admin
- Handled all the administration activities, accounts and trained students simultaneously on soft skills, voice and accent, interview skills, corporate etiquette
- Trained multilingual students to speak good English
- ACHIEVEMENTS
- Automated a process to ensure that orders for specially identified customers are shipped in a timely manner
- Received several recognitions
- Process expertise
- Handled two most important clients with no supervision and escalation
- Have worked closely with the quality team to do a Failure Mode Effects Analysis (FMEA) on various recurring issues
- Considering the number of updates, created and maintained a shared folder for bringing agents to cope with the changes
- Hold a B1/B2 Visa
- Visited Onsite and mentored the new hires during reverse transitions
- Helped them with the process knowledge and call handling procedures
Education
B-Tech - E.C. E
Sai Ganapathi Engineering College
Intermediate - undefined
J.N.T. University
2014
P.C - undefined
Narayana
S.C - undefined
Board of Intermediate education
2010
undefined
Kotak Salesian School
undefined
Board of secondary education
2008
Skills
- Accounts Receivable (AR)
- Cash Application
- SOP Development
- Collections
- Reports Preparation
- Project Coordination & Administration
- Accounts Payable
- Order to Cash Debt Management
- Risk Management Invoicing
- SharePoint
- Order Management
- Issue Resolution
- Training & Mentoring
- Customer Service
- Team Management B1/B2 US Visa
- Inbound/Outbound Calling
- Voice & Accent Trainer
Timeline
Remal Security Services WLL
08.2022 - Current
ADP PVT. LTD
04.2021 - 07.2022
Wipro PVT.LTD
01.2019 - 04.2021
Genpact India PVT.LTD
03.2016 - 01.2019
The English School
06.2014 - 01.2016
B-Tech - E.C. E
Sai Ganapathi Engineering College
Intermediate - undefined
J.N.T. University
P.C - undefined
Narayana
S.C - undefined
Board of Intermediate education
undefined
Kotak Salesian School
undefined
Board of secondary education
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