Senior process executive
Sutherland Global services
Total years of experience :3 years, 6 Months
• Auditing chats for clients to find out errors and modes of errors.
• Failure mode analysis as per the client monitoring form.
• Prepare pivot sheets, and excel reports to clients based on audits.
• Updating the feedback to respected person within the SLA to avoid effects on the failures found.
• Sending reports to Team manager conduct sessions and calls with clients for further actions to be taken.
• Ensure 100% adherence to process and chat etiquettes.
• Prepare profit and loss statements and monthly closing and cost
accounting reports.
• Compile and analyze financial information to prepare entries to accounts such as the general ledger
• Accounts document business transactions.
• Resolving accounting discrepancies and manual filing systems.
• Resolving payment pending and functioning smooth business.
• Supporting customers as the first source of contact for their service requests and technical issues.
• Assigning incidents to technical teams based on the issue and updating with customers.
• Follow ups with previous requests about the improvements and updating customers with consolidated data.
• Updating and keeping a track of assigned, resolved and closed requests based priority.
• Keep communicating with clients while they required assistance.
• Maintaining regular interaction with different technical teams, and to adhere incident closure.