Durgapur, West Bengal, India
📈 Career Trajectory Overview [2013 - 2015] Hinduja Global Solutions --> Analyst (Team Management & Onboarding) │ [2015 - 2021] Nexus & Business Assoc. --> Executive Assistant – Consultant (CX Excellence & Peer Mentorship) │ [2022 - 2022] Multibhashi Solutions --> Operation Executive (Funnel Management & Omni-channel Engagement) │ [2022 - 2026] Clever Vision Services --> Executive Assistant to CEO (SOP Design, Process Optimization & Training) ----------------------------------------------------------------- Highly accomplished and result-driven professional with 12+ years of rich experience in Business Administration, Operations, and Customer Support, seeking to leverage a foundational B.Com degree to transition into a mid-senior role within Finance Operations. Proven track record of managing high-value client accounts, resolving complex billing disputes, and leading cross-functional teams. Expert in workflow optimization, data analysis, and vendor relations, with advanced proficiency in MS Excel and a strong command of core accounting principles. 🔹SKILLS • Finance & Accounting: Accounts Receivable (AR), Billing & Invoicing, Account Reconciliation, Vendor Management, Cash Collections, Financial Data Entry. • Operational Excellence: Process Optimization, Escalation Management, Cross-functional Collaboration, Team Leadership & Mentoring. • Technical Skills: Advanced MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS), ERP Systems, CRM Software, Google Workspace. • Financial Software: QuickBooks, Xero, SAP FICO – Foundations. • CRM & Support Tools: Zendesk, Salesforce, HubSpot, Intercom 🔹CORE COMPETENCIES • Customer Support: Liaison & Relationship Management, Escalation Handling, CRM Tools (Zendesk, Salesforce), Helpdesk Operations. • Administration: Office Operations, Calendar Management, Document Control, Workflow Optimization, Meeting Coordination. • Finance & Accounting: Invoicing & Billing, Accounts Payable/Receivable (AP/AR), Bookkeeping (QuickBooks, Xero), Expense Tracking. • Key Skills: Data Entry Accuracy, Advanced MS Office (Excel, Word), Google Workspace, Problem-Solving, Time Management. 🔹 Core Expertise: C-Suite Executive Support | Operations Management | Stakeholder Communication | Calendar & Travel Management | Cross-Functional Collaboration | Process Optimization"
Financial Oversight: Managed departmental budgets, supervised petty cash allocations, and audited expense reports, achieving a 10% reduction in administrative overhead. Billing & Dispute Resolution: Partnered with the finance team to handle high-value corporate client accounts; resolved complex billing discrepancies and invoice disputes, improving client retention rates. Vendor Coordination: Spearheaded end-to-end vendor management, including reviewing incoming invoices, matching purchase orders, and coordinating with Accounts Payable to ensure timely disbursements. Team Leadership: Led and mentored a team of 10 administrative and support associates, optimizing daily workflows and setting monthly performance benchmarks. Commercial Negotiations: "Streamlined vendor contract management, negotiating terms that reduced operational expenses by 20% over 10% years." Client Retention: "Acted as the primary point of contact for high-profile corporate partners, maintaining a 100% client satisfaction rate and ensuring long-term retention." Sales Operations: "Optimized and managed internal CRM/database systems, improving data accuracy by 50% and enabling faster lead turnaround times for the executive team." Business Acumen: Leveraged financial background (B.Com) to audit quarterly administrative spending, identifying cost-saving opportunities."
Job Responsibilities: • Manage student inquiries via phone regarding our courses. • Conduct outbound phone calls for generating student walk-ins for admissions. • Provide career guidance to the students over the phone. • Maintain customer database in CRM portal. • Support in day-to-day operations and administration activities. • In charge of client relations and technical support operations • Supporting the roll-out of new application • Providing support in the form of procedural documentation, managing multiple cases at one time. • Testing and evaluating new technologies. • Providing timely and accurate customer feedback • Collaborate and assist with a variety of stakeholders in implementing and running smooth operations. • Analyses and recommends best practice solutions in process improvements. • Handle any ad-hoc activities /issues. TOOLS USED: FRESHDESK (TICKETING TOOL), GUPSHUP (CHAT SUPPORT), KAYELRA (CALLING SUPPORT)
• Accepts and declines invites • Arrange and co-ordinate complex and multi-destination travel and accommodation requirements using the preferred suppliers and the systems and processes in place and in short notice changes. • Provides support with travel documentation and procedures including visas. • Document production and formatting; proof reading materials for consistency, grammar, and spelling • Invoicing and accounts reconciliation support • Time and expense reporting. • Restaurant table booking, Office/meeting room bookings
Client Account Management: Served as the primary point of contact for premier corporate clients, tracking account balances, generating usage reports, and addressing payment timelines. Data Validation: Maintained high-accuracy master data sheets tracking service-level agreements (SLAs) and financial credits using advanced MS Excel formulas. Process Improvement: Streamlined the customer escalation process, reducing average resolution time by 25% and enhancing cross-departmental data transfer to the billing division.