Dinakar Dokka

My key roles are part of managing 14 FTEs with 6 entities which included EMEA & North America collections, Billing, Cash Applications and Credit processing team

Process : Collections, Dispute Management, Credit Review Management,

Billing & Cash Applications

• As a subject matter expert, Trained, mentor and support the team by implementing changes to stabilize, bring in new strategies to meet the targets
• Having strong problem solving abilities, co-ordinate with cross functional groups and build/maintain relationship with stakeholders and clients
• Support the OTC senior management in standardizing the process by managing day to day operations, including performance management, KPI, hiring, training & development, SOPs, and controls
• Coordinating with local managers and different HUBS for process improvement and implementation of best collection practices
• Collaborating with the Global process owners to monitor user feedback and areas of concerns to improve multiple EPR's such as JD Edwards, Oracle and automating reports in Power BI/Macro
• Working on multiple projects for the Implementation of ServiceNow for better controls in credits request, Refunds & deductions approval process
• Understanding the end-to-end process of Deductions and worked towards integrating the approval process in ServiceNow
• Knowledge on SharePoint has also helped drive the Order on Hold reporting to be migrated from excel reporting
• Preparing News Letter on Monthly Basis Which Involves performance on Monthly Basis
• Reviewing creditability of customer account and assigning payment terms with credit limit
• Reviewing and working on pre credit term as per company policy
• Working on Setting up and modifying customer accounts
• Monitoring Start to End Billing Activities for Respective Entities
• Monitoring the Mailbox and allocate the work according to the Entity division
• Assisting the FTE with the New Update or any Changes in the process
• Monitoring the cash Application Mailbox and allocation of work as per Entity
• Monitor the Daily Bank statements and allocating the statements to work
• Monitoring All the refund requests received from the Customer and Internal Team
• Assisting the FTE with the New Update or any Changes in the process
• Sending Dashboard, SLA, KPI tracker after every Month end Close
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision Making.
• Conducted regular reviews of operations and identified areas for improvement.

Collections

• Project deals with building multiple reports, dashboards to support the customer in taking business decisions
• Managed a team of 12 people to ensure their targets are met by checking daily/monthly metrics and help in identifying the issues to meet the Key process indicators (KPI's)
• Making outbound calls to customer, collect on past due invoices and provide customer with details about previous and current account activity
• Part of the transition team and Migrated AR process from UK
• Have given two lean ideas, resulted in increment of collection efficiency
• Member of Dispute resolution team, responsible to research no contact escalation and working on disputed invoices to get resolution
• Handled admin portfolio for collections by publishing weekly/monthly report out to the business
• Prepared monthly dashboard report, top accounts across AR teams
• Helped new hire with PHO and mentored them in the process learning

• Preparing the documents for both Retail and Commercial borrowers with regards to Existing Loans (Renewals, No Docs)
• Working as loan closing specialist for Business Banking Commercial lending
• Verifying, analyzing Credit Memo and risk management
• Preparing Master checklist, settlement statement, Closing Certification
• Have worked on Unsecured Loans
• Worked on the Due Diligence part of Middle Office process and loan documentation for 5/3 Bank - US Based

Collections

• Handling Portfolio of Value (3M+)
• Pulling Dispute Report for complete portfolio and take necessary action as per High Dollar Value
• Monitoring the aging items and ensuring preventative measure crossing aged bucket
• Training and publishing the process updates to the staff
• Training new team members
• Pulling the Credit Hold Report and take necessary Action by Consulting Customer
• Preparing National Promo Claim report and seek Approval from Sales Manager
• Sending Monthly Target and Weekly Dashboard to Team members
• Initially started handling average portfolio of $ 7 Million
• Took over US Key accounts portfolio (worth $50 Million) in September 2016, as it was the most critical portfolio
• Coordinating with sales representatives, Sales Directors, retained staff, Customer AP, Internal teams and other teams like Tax department, Legal team, Finance team to resolve the invoice disputes and get the invoices paid in a timely manner
• Partnering with customer and sales by arranging daily/weekly/monthly calls to ensure timely payments/resolution of disputes
• Implemented Lean Idea to Submit the Mass posting for all the Payment received in Single Tool
• Assisted Management to Create Different folders in SNOW application to Track Refunds
• Expertise in data visualizations - creating & maintaining that educated, informed and engaged the customers on key metrics and performance measures