Hi, I’m
DHIVYA KANDANURU
Client Manager
Chennai
Summary
A professional with strong leadership qualities and hands-on experience in developing and improving business operations with 14 years of experience in Finance and Accounting (F&A) function. Strong bonding with Client and Team members. Solid background in cultivating strategic team management, process transitions, with an expertise in handling International/Domestic Business. Ability to analyze and implement new concept and workflows to improve cost effectiveness.
Overview
15
years of professional experience
3
Language
Work History
RR Donnelley
Associate Client Manager
6 2023 - 1 2024
Job overview
- Played key role in pilot project
- Developed and executed comprehensive client service plans to meet customer expectations
- Provided ongoing support services, such as account management and problem resolution, to ensure customer satisfaction
- Conducted regular meetings with internal teams to review progress against agreed objectives
- Managed day to day operations of 60-member team to ensure objectives set by management are achieved, thus show casing team management skills
- Accountable for operations, employee growth and development, internal and external escalations, reporting, training, and appraisals
- Developed strong relationships with key decision makers at various levels within organization
- Managed multiple accounts simultaneously while maintaining ambitious standards of service excellence.
- Facilitated successful contract negotiations, aligning terms with both company and client objectives
- Organized monthly business reviews, presenting performance metrics to clients, and discussing areas for improvement or growth opportunities
Maersk Global Service Centre
Senior Analyst
02.2022 - 06.2023
Job overview
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Provided expert advice for senior management, contributing to informed decision-making and strategic planning.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Improved company efficiency with development of key performance indicators and tracking metrics.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies
- Mentored 10+ junior analysts, fostering professional development while enhancing overall team performance
- Analyzed data to identify root causes of problems and recommend corrective actions
Maersk Global Service Centre
Senior Analyst
06.2018 - 01.2021
Job overview
- Calling\Ageing file: Extracting dump from tool called business object and then calculation agent on 30+,90+,180+ for on shore and offshore collectors
- Publishing file to all collectors and management
- Assigning new accounts to collectors
- Order Report: Extracting order dump form BO and creating report for every collector to work on their orders
- Making sure all orders are addressed
- Cash Report: Running query in SAP to make report on how much cash was collected for week or month
- Publishing same to clients\management and collectors
- Invoice Level Ageing: Running report in BO to extracting how many invoices were cleared and on what bucket
- Training: Training new hires on B2C & B2B profile
- Making call scripts and taking mock calls
- Identified areas for improvement within existing systems through use of descriptive statistics or predictive modeling techniques
- Developed training materials for end users on proper usage of analytical tools and applications.
Accenture
Credit Analyst
06.2013 - 05.2018
Job overview
- Served as Subject Matter Expert
- Analyzed customer payment histories to assess credit risk profiles
- Developed strategies to manage delinquent accounts and reduce overall portfolio risks
- Evaluated performance of existing customers by analyzing their past repayment behavior as well as current account status
- Maintained accurate records of all transactions related to credit activities.
Barclays Shared Services
Process Analyst
04.2012 - 02.2013
Job overview
- Analyzed current business processes and identified areas of improvement to increase efficiency
- Evaluated effectiveness of implemented changes by tracking key performance indicators
- Observed corporate protocols and procedures to secure sensitive and confidential data
- On time payment processing without lapses in service delivery.
- Conducted walk-through demonstrations of proposed process changes
- Increased efficiency and team performance by implementing actionable process improvements
RR Donnelley
Senior Customer Service Representative
10.2010 - 03.2012
Job overview
- Conducted customer service training for new hires
- Developed and implemented customer service policies and procedures
- Provided technical support to customers via phone
- Act as important link between client and operations team
- Attend and interact with clients frequently to manage job queues and communicate feedback to operations.
Tata Consultancy Services
Customer Service Associate
08.2008 - 09.2010
Job overview
- Provided information about products and services available to customers
- Resolved customer inquiries in timely manner
- Demonstrated active listening skills when responding to customer questions and complaints
- Processed customer orders accurately and efficiently.
Education
Madras UniversityChennai
SRM UniversityChennai
B.Ed
04.2001
Stella Marris CollegeChennai
Bachelor of Computer Applications
Skills
CRM Proficiency
Performance Tracking
Data Interpretation
Client Services
Strategy Development
New Business Development
Marketing Strategy Development
Strategic Planning
Customer Portfolio Management
Operations Management
Account Management
Customer Service
Customer Billing
Team Oversight
Special projects
Operational Efficiency
Timeline
Senior Analyst
Maersk Global Service Centre
02.2022 - 06.2023
Senior Analyst
Maersk Global Service Centre
06.2018 - 01.2021
Credit Analyst
Accenture
06.2013 - 05.2018
Process Analyst
Barclays Shared Services
04.2012 - 02.2013
Senior Customer Service Representative
RR Donnelley
10.2010 - 03.2012
Customer Service Associate
Tata Consultancy Services
08.2008 - 09.2010
SRM University
B.Ed
04.2001
Associate Client Manager
RR Donnelley
6 2023 - 1 2024
Madras University
Stella Marris College
Bachelor of Computer Applications