Centre Director - Klay Playschools - Gurgaon
(2023-08)
Currently working as a Centre Director for Klay Playschools and Spear Heading the operations for Sector-65 Gurgaon Centre
- Directed secretarial teams in maintaining smooth office administration.
- Selected and trained staff to build knowledgeable, well-performing team.
- Supervised services provided to achieve quality and performance targets.
- Implemented robust health and safety processes for minimised workplace risk.
- Compiled data on team activities and prepared reports for senior management review.
- Evaluated quality of staff work and performance against objectives to assess need for improvements.
- Mentored staff to enable professional development and progression.
- I am responsible for a team of 7 teachers and 95+ kids at the centre
- I work closely with the leadership in terms of understanding the revenue of the centre and meeting the goals month on month
- Delivered parent satisfaction above 95% in the recent individual survey held
- Managing the escalations in the centre within a TAT of 24-48 hours with timely updates and followups
- Established clear policies and procedures guiding service staff operations.
- Collaborate with the Admin, Finance, Infrastructure and hiring teams for seamless operations and issue resolutions
- Work closely with the Sales team to close the admission leads
- Built long-lasting client relationships using strengths in communication and interpersonal relations.
Accounts Receivable Analyst - Fiserv - Gurgaon
(2017-12 - 2023-03)
I have worked with the Account Receivables for Fiserv for US Based Clients. I needed to connect with the Corporations directly who are using Fiserv Products for payments to be processed and some of the clients are Bank of America, HSBC.
- I had to ensure to reach out to Client Partners and the Account Payable's managers Apart from providing them all the documents and invoices to process the payments, I also worked with the Clients in case of disputes
- Worked on the two projects and delivered 700BPS improvement on AR % and 300 BPS on contact established
- I had to partner with our Internal billing team, Payments team and allocation team to resolve all the matters at the earliest
- I also needed to create customized plans for payments in case requested and seek approval from the leadership
- I had to work closely with my team, My leaders and our Business leaders for sharing the constant updates and also implement agile changes for different corporations to suit their needs
- Recommended alternative options for payment terms to accommodate client needs.
- Uncovered consumer insights with targeted market research focused on multiple segments and channels.
- Built recommendations, organised resources and translated potential solutions into actionable changes.
- Built long-lasting client relationships using strengths in communication and interpersonal relations.
- Developed high volume of potential accounts each month.
- Managed all payment processing, invoicing and collections tasks.
- Analysed billing procedures to evaluate backlogs and identify opportunities for improved efficiency.
- Tracked and chased unsettled account balances, providing reports and findings to inform management.
- Verified proper setup and tracking of billing accounts according to client requirements.
- Coordinated workflows and delegated tasks for bill checking, posting and credit note processes.
- Attended team meetings to discuss issues, priorities and outstanding accounts, improving department operations.
Lead Customer Care Professional - American Express - Gurgaon
(2012-10 - 2016-09)
Worked as a Lead Team member with Merchant Services where I handled all the queries of Merchants listed with Amex e.g. Hilton, McDonalds, Subway, Marriott etc
- We had to verify the merchant account by contacting the owners and ensure that there KYC, Banking is inline with company requirements and they are able to accept the Amex cards from customers
- Apart from the core job, I handled the new joinees in the process for the on the job learning and helping them learn the process and handle any concerns that they may have
- I also participated in the special projects which included the verification of all the accounts that still needed attention or there were errors in terms of verification from the KYC team
- Assisted in training and mentoring new account executives to aid overall team performance.
Management Trainee - The Grand Hotel
(2011-02 - 2012-02)
- I was responsible to help new joiners with upcoming the learning
- I also had to take care of the events in the Hotel from starting setup to final show day
- I was assigned to take care of the Foreign and VIP delegates from the time of checking through the stay
- I had to send the daily, weekly reports to the management
- I had to ensure that strict protocols are followed in terms of raw materials used; hotel décor and
- Learned cost management skills to increase organisational profitability.
- Gained knowledge on mentoring, training and managing own staff by shadowing senior staff.
- Increased customer loyalty by working to resolve any customer issues and maintaining positive interactions.
