Avinava Chaudhuri
Senior Analyst - Billing Operations
Bengaluru
Summary
Business enthusiast, expertise in B2B SaaS and Finance operations having worked with prolific customers. Superior understanding of customer- specific business and challenges. Dedicated to maximizing customer satisfaction and exceeding business objectives with organized approach and strong multitasking abilities.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Senior Analyst
Freshworks
05.2020 - Current
- Review and process customer contracts, including pricing, to ensure full compliance with company policies and procedures.
- Set up and maintain customer subscriptions, accurately generating invoices in a timely manner and updating subscriptions based on approved change orders.
- Execute billing and invoicing processes flawlessly, ensuring accuracy, timeliness, and adherence to established standards.
- Prepare and issue proforma invoices, Statements of Accounts, and consolidated or split invoices to meet diverse customer requirements.
- Monitor customer accounts to identify outstanding invoices and proactively followed up to ensure timely payments.
- Manage invoice dispute resolution by identifying root causes, coordinating with internal and external stakeholders, and securing necessary approvals for adjustments.
- Apply payments and rejections accurately, ensuring customer accounts were updated promptly to facilitate smooth financial transactions.
- Track and resolve customer contract issues by liaising with counterparties to achieve timely and effective resolutions.
- Collaborate with technical and cross-functional teams to address customer requirements and enhance service delivery.
- Partner with organizations to enhance customer experience and ensure a high level of customer satisfaction.
- Lead initiatives to prepare Sales Finance Policy, Write-off Policy, and SOPs to streamline processes and make them scalable for future growth. Worked on RPA for storing contracts at the centralized place for audits.
- Deliver process training to new joiners, promoting knowledge transfer and maintaining operational excellence.
CS&O Senior Analyst
NatWest Group
02.2015 - 05.2020
- Handling the process of standing orders, direct debits, and various online payments such as IBP, CHAPS, and SBT as per customer requirements..
- Handling customer's claims (Direct Debit Indemnity Claim) by performing RCA of the incorrect transaction and refunding money back to the customer.
- Authorizing high value payments with proper validations and ensure seamless execution of operations team members, planning and scheduling, evaluation of accuracy in the process.
- Account maintenance includes change of address, change of customer name /surname, amending the database of changing business name, adding authorities to business, updating signature in customer records, sending overdraft confirmation, upgrading customer's account and the benefits in it.
- Closing of accounts with customer's consent, post all checks done related to bankruptcy, settlements, balance and linked accounts.
- Providing relevant information to customers about new launched products, communicating through SMS/Emails and letters for intimating customer about the requests completion and any issues related to their accounts
- Ensure meeting SLA targets, develop action plans on repeat SLA misses to eliminate recurrence.
Education
MBA - Bachelor of Commerce
NSHM (West Bengal University of Calcutta)
Kolkata, India 04.2001 -
Bachelor of Commerce -
Gurudas College (Calcutta University)
Kolkata, India 04.2001 -
Skills
FinOps
Accomplishments
- Received standout performer and rising star performer award in Freshworks.
- Got appreciation email from the partner for quick resolution of query.
- Awarded for being a part of One Stop Shop Service project in RBS.
- Spot Ovation for Providing SCL/STB ideas.
- Silver Ovation for Outstanding performance during Contingency situation.
Hobbies
- Playing cricket and badminton.
- Listening to music.
Timeline
Senior Analyst
Freshworks
05.2020 - Current
CS&O Senior Analyst
NatWest Group
02.2015 - 05.2020
MBA - Bachelor of Commerce
NSHM (West Bengal University of Calcutta)
04.2001 -
Bachelor of Commerce -
Gurudas College (Calcutta University)
04.2001 -