Aishwariya Roy

Order-to-Cash (OTC) professional with hands-on experience in order management, payment-to-invoice reconciliation, and account discrepancy resolution, supporting Google's global operations at HCL Technologies. Skilled in customer account reconciliation, resolving cash and billing discrepancies, and coordinating cross-functionally to close issues within SLA/TAT targets. Working exposure to receivables reconciliation, invoicing validation, and dispute-adjacent exception handling, with a strong process-and-controls mindset built through SOP documentation.

Early-career OTC professional looking to build further into full-cycle Accounts Receivable and Collections operations. Proficient in SAP ERP, Salesforce CRM, and MS Office. 2x Best Performer for accuracy, consistency, and productivity.

Order Management Specialist – O2C Operations - HCL Technologies - Delhi

(2025-05)

Client: Google

• Investigated order, billing, and payment discrepancies using SAP ERP and Salesforce CRM, matching payments against invoices and order values to support accurate receivables and cash-application tracking.
• Monitored account-level discrepancies and unresolved balances, coordinating with internal stakeholders (billing, logistics, client teams) to drive timely corrective action and closure.
• Managed end-to-end Order-to-Cash (O2C) lifecycle — order intake, validation, fulfilment coordination, and timely closure — in full compliance with SLA and TAT benchmarks, including daily workload prioritization.
• Maintained 98%+ order processing accuracy through systematic validation, proactive discrepancy identification, and structured escalation of high-risk exceptions.
• Reduced escalation frequency by applying root cause analysis (RCA) and exception-handling best practices to improve first-contact resolution rates.
• Handled customer and internal queries related to order status and account discrepancies, taking timely follow-up actions through to resolution.
• Generated daily operational reports in Google Sheets and Docs to give team leads real-time visibility into throughput, accuracy, and SLA adherence — supporting workload and task-prioritization reporting.
• Documented Standard Operating Procedures (SOPs) and led knowledge-transfer sessions for newly onboarded associates, reinforcing consistent process controls.
• Awarded Best Performer recognition on two occasions for sustained quality, productivity, and adherence to operational targets.

Customer Support Intern - Cureskin - Remote

4 Months

• Resolved customer queries via real-time chat covering order status, product usage, and service issues while maintaining quality and response-time SLAs.
• Developed written communication, multitasking, and customer-handling skills applicable to client-facing order management and query resolution.

Data Annotation Specialist - Scribe Company - Remote

5 Months

• Annotated structured datasets for machine learning pipelines, consistently meeting accuracy and quality benchmarks under high-volume conditions.
• Strengthened data accuracy and quality-control discipline directly transferable to reconciliation and cash-application validation workflows.

Bachelor of Arts - B.A. - West Bengal State University (2022)

Intermediate - Science (PCB) - CBSE Board (2019)