SANJAY TAMANG

[email protected] +919958719776 Nyay Khand-1 Indirapuram, Ghaziabad

PROFESSIONAL SUMMARY

Dynamic Business Process Lead specializing in Accounts Receivable for GE Aerospace at TCS, driving operational excellence through expert cash application, billing, collections, and credit management. Proven track record of optimizing AR processes, achieving a 15% reduction in overdue receivables and consistently exceeding SLA/KPI targets by 10%. Adept at leading cross-functional teams, mentoring analysts, and implementing continuous improvement initiatives that enhance reporting accuracy and streamline workflows. Committed to delivering measurable results and fostering collaborative stakeholder partnerships to support seamless transitions and robust financial operations.

WORK EXPERIENCE

SR. TECHNICAL SUPPORT(SALES) PROCESS(VERIZON)
04/2024 - 11/2024
TECH MAHINDRA
Delivered expert technical support and troubleshooting for Verizon products, resolving an average of 50+ inbound customer calls daily with a 95% first-call resolution rate, enhancing customer satisfaction
Achieved a 20% increase in revenue by strategically upselling and cross-selling Verizon services such as add-a-line, travel plans, and home internet, contributing directly to monthly sales targets
Streamlined the number porting process by guiding customers through seamless carrier transfers, reducing service disruption complaints by 30% and improving overall customer experience
Collaborated with team members to identify common technical issues, contributing to process improvements that decreased average call handling time by 15%
SR. CUSTOMER SERVICE ASSOCIATE
01/2018 - 01/2024
AMAZON CAPTIVE
Handled inbound customer inquiries, providing support for order-related issues, payments, damaged or defective items, and replacements
Assisted customers with payment discrepancies, refunds, and transaction concerns, ensuring prompt resolution and a smooth shopping experience
SELLER SUPPORT
01/2016 - 01/2018
CONCENTRIX IBM DAKSH
Led the optimization of product listings and catalog management for over 200 sellers monthly, improving product visibility and compliance on the Amazon marketplace by 15%
Resolved 150+ reimbursement queries monthly, investigating lost or damaged inventory claims to secure fair compensation and maintain seller trust
Implemented process improvements using Seller Central tools, reducing claim resolution time by 20% and enhancing overall seller satisfaction
Collaborated cross-functionally with compliance and inventory teams to ensure accurate product data and timely issue resolution, contributing to a 10% decrease in listing errors

EDUCATION

TELF/TESOL/ESL
01/2020 - 01/2020
UNIVERSITY OF BARDHAMAN GPA: 80% scored
B.COM IN ACCOUNTANCY
01/2010 - 01/2013
UNIVERSITY OF BARDHAMAN GPA: 55% scored

SKILLS

Technical Skills: Technical Support, Network Troubleshooting, Sales Process Optimization, Customer Relationship Management, Remote Support, Ticket Resolution, Technical Support Best Practices
Soft Skills: Communication, Problem Solving, Customer Service, Team Collaboration, Adaptability, Conflict Resolution, Time Management
Tools: CRM Software, Ticketing Systems, Microsoft Office Suite, Remote Support Tools, Zendesk, Salesforce, JIRA
Other: UI/UX Certification, Verizon Domain Knowledge, Customer Experience Management, ITIL Foundation, Salesforce Certified Administrator

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