JAGADEESHWAR GATLA
Hyderabad
Overview
7
7
years of professional experience
Work History
Subject Matter Expert (Japanese Language Expert) – Order to Cash Cycle
Infor Global Solutions (I) Pvt. Ltd
Hyderabad, India
- Co-ordinating a team of 12 Order to Cash professionals to consistently meet or exceed monthly targets for order accuracy and on-time delivery as per SLA
- A high proficiency in translating the foreign language deals
- Effectively worked on customer feedback system, resulting in increase in customer satisfaction scores within the process
- JLPT Level 3 Certification and N4 Certification
- Supervised a team of order entry specialists, assigning tasks and monitoring performance to ensure accurate and timely order processing
- Translating the Japanese language orders, contracts, service level agreements and making the team to understand and process the transactions accurately
- Collaborated with cross-functional teams upstream and downstream processes to ensure the invoices are accurate
- Generate reports, analyzed data, and implemented strategies to enhance team performance and productivity
- Preparation of key metrics and present to the management team
- Key participation in process improvement initiatives to identify value added activities which will help to streamline and simplify the process
- Working with the internal and technical tools OMP, Softrax 9 and interlinked data base and documentum etc
- Handling the customer escalations and ensure to put proper control checks for future
- Prepare, present, update and taking approvals of SLA, SOP and process updates on time
- Train new employees and groom emerging leaders in the process
- Ensure to organize weekly team meetings, monthly employee recognition.
Senior Process Executive (Spanish, Japanese and Portuguese Languages)
Infosys BPO Ltd
06.2010 - 09.2012
- Validation of Customer Data using Database Integration Manager and Web Search
- Taking caring of cases, related to Latin American countries, Spain, Brazil and supporting other theatres like APAC and EMEA in terms of huge backlog
- Synchronizing of Off-shore Client Profiles vis-a-vis the Customer Registry
- Sending mail to the clients in Spanish Language in regards with the process updates and clarifications
- Supporting other sub processes CPAM and Case Management Cases
- Attending weekly calibration with the clients and coordinate with the counterpart in Burno for the smooth functioning of the business.
Quality Evaluator (Spanish Language)
Convergys
Bangalore
06.2010 - 09.2012
- Ensuring that the Agents give the quality resolutions to the customers
- Working with the various internal tools like Telegence, Clarify and Snooper
- Monitoring Spanish and English calls from south central region, America.
Freelancer
CIEFL
Hyderabad
01.2007 - 01.2009
Teacher in English
Vidyaniketan Grammar School
Hyderabad
06.2005 - 01.2009
Education
M.A in English Literature -
Nizam College Osmania University Hyderabad
01.2004
B. Com (C.S) -
SKNR Degree College, Kakatiya University
01.2001
Intermediate public Examination -
Sri Vani Sahakara Junior College, Jagtial
01.1998
Skills
- Hands-on experience in Order to Cash Cycle, Order Management, Billing, Service Delivery/Fulfillment Management Well versed in various business tools like Business Intelligence tool, Softrax 90/ERP Applications
- JLPT N3 and N4 Advanced diploma in Japanese Language
Additional Information
Professional with 12 years of rich Financial Back End Operations experience in IT Industry in Order to Cash Life Cycle
Linguisticprofile
- Japanese, Advance Diploma and certificate of proficiency from CIEFL, Hyderabad
- Spanish, Diploma and certificate of proficiency from the Central Institute of English and Foreign Languages, Hyderabad
Personal Information
Date of Birth: 06/04/81
Hobbies and Interests
- Doing Yoga and Meditation
- Learning Foreign Languages
Timeline
Senior Process Executive (Spanish, Japanese and Portuguese Languages)
Infosys BPO Ltd
06.2010 - 09.2012
Quality Evaluator (Spanish Language)
Convergys
06.2010 - 09.2012
Freelancer
CIEFL
01.2007 - 01.2009
Teacher in English
Vidyaniketan Grammar School
06.2005 - 01.2009
Subject Matter Expert (Japanese Language Expert) – Order to Cash Cycle
Infor Global Solutions (I) Pvt. Ltd
M.A in English Literature -
Nizam College Osmania University Hyderabad
B. Com (C.S) -
SKNR Degree College, Kakatiya University
Intermediate public Examination -
Sri Vani Sahakara Junior College, Jagtial