Praveen Jha

Competent, diligent & result oriented professional, offering 16.5 years' experience across Customer Support, Operations, Customer Relationship Management, Key Account Management, Service Level Management, Project Management, Accounts receivable, Accounts Payable, Vendor payment, Credit Controls. Geographical exposure entails clients from China, Taiwan, Asia Pacific Country request like Singapore, Japan, India, Philippine. Skilled at translating & interpreting Chinese/Taiwanese Language and conversing with transnational clients.

Training and mentoring the team and ensuring the achievement of the team KRAs; reporting on key performance indicators and value delivered for the team. Skilled in driving training & development programs and motivating team to achieve the targets while providing internal growth to performers and translates to better customer service norms for attaining customer satisfaction & business retention. Recognized as a proactive individual who can rapidly identify business problems, formulate tactical plans, initiate change and implement effective business strategies in challenging environments to enhance revenue generation, market share expansion and profitability.

An effective leader with distinguished skills in recruiting, leading, training large cross-functional and multi-cultural teams for running successful process operations across the units; established capabilities in developing and implementing Critical to Quality Service Standards / KPI for attrition control and performance excellence. Excellent at providing support to Team; successfully delivered training and on-boarding guidance to junior staff. Proficiency in managing service delivery operations with key focus on identifying accounts, defining SLA's, contracts, SOP's; skilled in ensuring optimal utilization of capacities/resources along with handholding of business partners & key stakeholders.

Attended to major customer enquiries, complaints about products and services and training senior team members on issue resolution process. Recognized with YAR (You Are Recognized) Award for excellence in KPIs in Oracle; tested SPOC for entire APAC region.

Assistant Manager – AP/Credit Control at FSL India (2024-03 – Present)

• Leading Accounts payable and Account receivable Team
• Looking for all ASIA based Vendors payment and Receivable of all AR customers
• Looking out of all escalation Of Vendors and AR customers dispute
• Monitoring to avoid the double payment of any Vendors and creating payment on Bank site for all VIP Vendors
• Evaluating the urgent payment of Vendors and any Dispute raised by AR customers
• Mapping new Vendors in CRM system to book the cost of Vendors and then to process the payment
• Do cross check of Vendor Cost like Item wise charges to confirm the Invoices Value if any mismatches do raise dispute with Vendors and with Our Operation teams
• Book the Cost for all VIP Vendors after receiving invoices from Vendors
• Reconciliation of Vendor statement with system generated ledger statement for All VIP Vendors to process the payment
• Creating Vendor payment on Bank portal and do 1st level of Approval
• Quarterly SOA email do send to All our Vendors to Avoid delay in payment and Duplicate payment and matching the Ledger of both Side
• SOA do send to All our AR customers to push for the payment
• Looking out Sales DSO report and payment cycle of AR Credit customer to abide with Credit term
• Looking for AR customers Dispute and Hold shipment query as well
• Ensuring the productivity of Teams and each members performance as has been decided by Management and HR prospective
• Providing the local language support to Chinese Customer who do not know how to Speak English Language
• Educating team members about all types of Changes (IT and Collection process) and updating within organization
• Monitoring and updating the knowledge share holder if any update by Management or Operation Team
• Conducting Knowledge base fun programme once in a month for entire team to have on same page and updated

Supervisor – Credit Collection at CMA CGM (2014-10 – 2021-03)

• Successfully managing the 8 Members Team for Hong Kong, Singapore and Malaysia Agency and indulging into reports (Productivity, DSO, Invoicing and Collection) on the daily, weekly and then Monthly
• Leading end-to-end functions of Training and Recruitment Team along with Customer Relationship Team, HR Consulting Team and Business Development Team
• Liaising and coordinating with the Front Office, Clients and Units Teams to ensure seamless functioning of the operations
• Leading team management activities including inspection and implementation of process changes along with tracking results / assessment and taking corrective action plans periodically
• Performance of team members to ensure efficiency in process operations
• Overall functioning of processes, identifying and recommending improvement areas and implementing adequate measures to enhance the customer satisfaction level
• Mapping the information; resolving the discrepancies as required and make strategic recommendations
• Expertise in building and motivating large teams that well exceed corporate expectations
• Monitoring the performance of employees to ensure efficiency in operations and meeting of KRAs
• Ramped up the team's performance, and delivered value-added solutions which further enhanced operations profitability
• Administering the escalation parts from Customer, Agency and Management
• Supervising Weekly Call with HK Agency; managing the Daily Hurdles meeting about day-by-day issues
• Ensuring the adherence towards the quality% of each member as per criteria has fixed by Management and Agency for Disputes and Collection process
• Providing the local language support to Chinese Customer who do not know how to Speak English Language
• Educating team members about all types of Changes (IT and Collection process) and updating within organization
• Monitoring the knowledge shareholder which has to update by team member in case any update for customer and agency

Executive – Operations (Customer Support) – Language Chinese/Taiwanese at Wipro Infotech (2011-11 – 2014-05)

• Successfully managed the Chinese and Taiwan Regional Language speaking users calls
• Translated the Chinese and Taiwan users email into English for the upper management
• Supported to Chinese and Taiwan users in terms of computer related technical issues; escalated issues from China and Taiwan
• Administered the all Incident and Service Request from China and Taiwan and various other Asia Pacific Country request like Singapore, Japan, India, Philippines

Senior Executive – Operations – Language China/Taiwan at Essar Group (Aegis) (2011-05 – 2011-08)

Order Administration Analyst - Language China/Taiwan at Oracle India Private Limited (2010-08 – 2011-04)

Interpreter and Translator at Long Jian Road and Bridge Pvt. Ltd. (2009-05 – 2010-05)

Diploma in Chinese – Bhartiya Vidya Bhavan (2009)

B.A. – Bihar University (2007)