Naveen Vishwanath

Naveen Vishwanath Transaction Processing Senior Analyst Address Bengaluru, KA, 560078 Phone- E-mail-Experienced with 7 years 10 months in Finance and Accounting domain. Operations Team Lead with over 1 years of experience leading Accounts Payable help desk production teams. Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Excellent trainer and mentor. Effectively coached the team members on their individual roles and responsibilities, their performance achievements and accordingly introduced them for the company's yearly rewards and recognition programs. Excellent reputation for achieving client and company SLA throughout the carrier. Skills Business Operations Very Good Staff Management Workflow Analysis Organisation Customer Service Operation excellence Interpersonal Communication Verbal and written communication Approachability Technical Understanding Very Good Good Very Good Very Good Good Very Good Very Good Good Very Good Microsoft Office Reporting Delegation Client Management Data Analysis Very Good Very Good Very Good Very Good Very Good Work History 2019-06 - Transaction Processing Senior Analyst (Team Lead) 2020-10 Accenture Solutions Pvt Ltd, Bengaluru, Karnataka Reached out to vendors to verify information and follow up on client issues. Developed client rapport by efficiently addressing incoming correspondence and resolving 7-10 unresolved/escalated cases (emails+calls) A/P inquires per week. Prepared coaching and action plan to assist agents on improving performance. Assigned and monitored tasks to associates, staffed projects and updated all involved parties to enhance optimal business flow. Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies. Assisted other departments and its staff to improve client satisfaction. Worked closely with software development and testing team members to deploy self assisting bots. Developed SLA/KPI metrics derived from raw company data to track improvements in organizational efficiency. Recruited employees for associate roles supporting team to foster division growth and replace under-performing staff. Effectively supervised team performance by implementing measurable metrics to assess delivery of client requirements. Supported leadership team with reporting, analysis and business presentations to inform divisional strategies. 2015-06 - Transaction Processing Analyst (SME) 2019-06 Accenture Solutions Pvt Ltd, Bengaluru, Karnataka Conducted UAT and BAT for project recommended applications. Efficiently monitored and sustained KPI and SLA's for team. Monitored team members tickets for quality checks and coached on process errors, customer service and email and phone etiquette's. Assigned cases/workload to agents, managed reportorial requirements, completion status and backlog tracking. Instrumental in maximizing team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans aligned with project initiatives and goals/SLAs. Facilitates conference calls between Bangalore and Onshore teams (Duracell and Accenture team) to provide updates and come up with resolution on key issues that affect production and quality. Participated in brainstorming sessions to improve Knowledge, communications process, customer satisfaction, agent processes and agent effectiveness. Worked with management to create and maintain SOP's and LWI's. Coached inexperienced team members and provided first level advice on procedures/methods. 2012-11 - Transaction Processing New Associate 2015-06 Accenture Solutions Pvt Ltd, Bangalore, Karnataka Respond to customers query via Email/Call on their invoice status. Follow up with the Clients for payment approvals of the customers invoices. Handled 40- 50 cases (emails+calls) per day. Successfully met all client SLA and KPI's Excellent customer satisfaction received for services rendered under the role. Consistently topped agent performance scorecard. Education 2009-06 - Bachelor of Science: Computer Science 2012-07 Vijaya College - Jayanagar Bangalore Accomplishments Supervised team of 20 staff members. Star of the business in the year 2016 Q3, 2018 Q4. Automation of Vendor Statement Reconciliation. Introduced vendor follow up process and improvised CSAT and closure rates. As a Fun SPOC, participated in designing fun activities for different teams. Languages English Kannada Very Good Excellent Hindi Interests DIY Garden Projects Political Analysis Hobbies Playing Cricket, Chess & Badminton. Gardening and Aquaculture Travelling Good