Summary
Overview
Work History
Education
Accomplishments
References
Timeline
Generic

Simran Rawat

Pune,Maharashtra

Summary

Experienced professional with 4 years of experience as a dedicated Customer Service Specialist skilled in prioritizing and multitasking in a fast-paced environment. Works effectively in a team to achieve personal and business goals. Recognized for adeptly managing escalated customer support issues. Acknowledged for expertise in reporting, dispute management, enhancing customer satisfaction, and facilitating operational/process enhancements.

Overview

4
4
years of professional experience

Work History

Customer Service Associate

NielsenIQ
09.2023 - Current
  • Managed customer relationships and ensured efficient resolution of customer queries using proprietary NielsenIQ platforms.
  • Collected Voice of Customer (VoC) feedback on user experience and service model topics.
  • Triaged tasks and resolved customer issues using CSO/ MSD tools.
  • Monitored and improved customer success metrics for data and report services.
  • Executed change management and transition components for databases and reports.
  • Enhanced delivery management and service tasks for Data Center functions including report, database management, and data quality checks.
  • Specialized in NielsenIQ processes and methodologies to improve deliverables' quality and efficiency.
  • Delivered databases and reports per customer contractual terms and tracked success criteria.
  • Collaborated with NielsenIQ teams to set up and maintain customer coding and database tasks.
  • Standardized and harmonized processes using tech enablers.
  • Achieved Performance KPIs to enhance quality performance, on-time delivery, and data accuracy.
  • Operated in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.
  • Managed 10 to 20 customers and/or NIQ markets, ensuring timely delivery of reports and databases.
  • Identified, investigated, and coordinated the resolution of data, process, or product-related changes and queries.

Associate - Accounts Receivables

Nielsen IQ
12.2020 - 09.2023
  • Managed North America Collection Process efficiently, maintaining a cash flow of 12 million USD monthly with 350+ clients.
  • Reduced aged items from 106k USD to 22k USD by October 2022.
  • Improved relations with top clients like L'Oreal, Kellogg, and Unilever through process streamlining.
  • Reduced On-Account cash by 1.5 million USD in 2022 through cash application reconciliation.
  • Ensured fulfillment of key performance indicators (KPIs) including Collection target fulfillment and dispute resolution time.
  • Collaborated effectively with Revenue Associates, Revenue Controllers, and stakeholders.
  • Supported Cash Applications team on invoicing reconciliation and payment identification.
  • Utilized SAP FICO for account management and risk assessment.
  • Identified and managed risk accounts to prioritize collections efforts.
  • Researched and resolved customer inquiries related to billing issues.

Customer Care Executive

Teleperformance
09.2020 - 12.2020
  • Managed incoming calls averaging 130 calls per day, focusing on customer needs and achieving high satisfaction.
  • Built trust and maintained relationships through effective communication.
  • Provided accurate information and achieved sales targets and call handling quotas.
  • Maintained records of customer interactions, processed accounts, and documented interactions.

Education

BMS -

Prahladrai Dalmia Lions College
Mumbai
01-2020

HSC -

S.V.M High School And Junior College
Mumbai
01-2017

SSC -

St. Francis De Sales School
Mumbai
01-2015

Accomplishments

  • Received a Gold Award in Q2/Q3 for 2023 exceeding performance targets in the US portfolio.
  • Appreciated by the Global cash team for maintaining over 80% company’s cash/collectible objectives.
  • Achieved an average cash collection of 10 million USD, exceeding cash flow targets.
  • Recognized by the onshore team for maintaining healthy cash flow and achieving 77% of invoices paid within 60 days past due.

References

References available upon request.

Timeline

Customer Service Associate

NielsenIQ
09.2023 - Current

Associate - Accounts Receivables

Nielsen IQ
12.2020 - 09.2023

Customer Care Executive

Teleperformance
09.2020 - 12.2020

BMS -

Prahladrai Dalmia Lions College

HSC -

S.V.M High School And Junior College

SSC -

St. Francis De Sales School

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Simran Rawat