Summary
Overview
Work History
Education
Skills
Accomplishments
Cooking, Interest in Defense & Astronomy and Travelling
Timeline
Generic

Shivam Trivedi

Ghaziabad

Summary

Experienced in collections, dispute resolution, and process optimization. Skilled in payment negotiations, billing discrepancies resolution, and credit evaluation to improve financial performance. Proficient in SLA monitoring, quality audits, and reporting to support business goals. Adept at training new hires and using OTC tools like Oracle JDE, Power BI, Salesforce, Bill-trust, and High Radius to enhance efficiency

Overview

7
7
years of professional experience

Work History

Management Trainee

Genpact
06.2023 - Current
  • Transition Management – Led team transition from training to operational stages, ensuring smooth knowledge transfer and process integration.
  • Process Improvement – Identified and implemented automation and optimization initiatives, streamlining collections and accounts receivable processes for increased efficiency.
  • Aged Debt Recovery – Led past due reduction projects, targeting 120+ and 365+ day overdue invoices to improve recovery rates and minimize financial risk.
  • Billing & Payment Dispute Resolution – Investigated and resolved payment discrepancies and billing issues, collaborating with internal teams including Sales, Credit, CashApp, Contracts, and Claims for seamless resolutions.
  • Training & Development – Conducted in-house training workshops and refresher sessions to drive process improvements, enhance compliance, and elevate team performance.
  • SLA Monitoring & Reporting – Prepared comprehensive accounts receivable reports, analyzing aging trends, collection efficiency, and payment patterns to support data-driven decision-making.
  • Negotiation & Payment Plans – Engaged with customers to negotiate payment plans and forecasting strategies, reducing bad debt while ensuring timely collections.
  • Credit & Risk Management – Reviewed customer credit limits, assessed financial risks, and managed order releases based on credit evaluation results to safeguard revenue streams.
  • Operational Excellence – Maintained accurate records of customer interactions, payments, and adjustments within accounting systems to ensure compliance and audit readiness.
  • Subject Matter Expertise (SME) & Leadership Support – Served as an SME in OTC processes and acted as a Collection SPOC for leadership reviews, fostering inter-team collaboration and strategic problem-solving.
  • Technical Proficiency – Extensive hands-on experience with OTC tools, including Oracle JDE, Power BI, Salesforce, BillTrust, and High Radius, optimizing collections workflows and reporting capabilities.

Sr. Associate

Amazon India
09.2020 - 06.2023
  • Resolved logistical challenges for delivery drivers and customers, ensuring seamless last-mile fulfillment, managing disputes, and collaborating with cross-functional teams for efficient resolutions.
  • Served as a Resolution Expert, conducting process audits, dip checks, and coaching, while optimizing workflows and leveraging automation to enhance the customer experience.
  • Led training and mentoring initiatives for new hires, improving first-contact resolution rates and ensuring adherence to service workflows.
  • Conducted data-driven analysis on key performance metrics (FCR, AHT, Promoter Scoring, Customer Effort Score) to refine policies, improve efficiency, and align with Amazon’s customer service excellence standards

Sr. Agent

Iqor India Pvt. Ltd.
03.2019 - 02.2020
  • Assisted Sprint Mobile customers via chat with payment arrangements, phone lease issues, billing disputes, and charge-backs, collaborating with cross-functional teams to resolve discrepancies, provide adjustments, and implement corrective actions.
  • Led aged debt collections, focusing on 100+ day overdue invoices, using strategic outreach and negotiation tactics to increase successful payments and improve recovery rates.
  • Monitored chat interactions for process adherence, handled escalations, identified root causes, and successfully closed cases while providing actionable feedback to enhance service quality and efficiency.
  • Conducted quality audits to improve resolution accuracy and customer satisfaction, delivering data-driven insights through detailed reports that supported management in optimizing strategies and achieving performance goals.

Sr. Customer Care Executive

Concentrix Daksh Services India Pvt. Ltd.
04.2018 - 02.2019
  • Provided customer support as a Senior Customer Service Agent, handling inbound inquiries and ensuring timely resolution of service requests.
  • Transitioned into an Escalation Team Representative, assisting associates in resolving complex issues on calls, ensuring effective problem-solving and customer satisfaction.
  • Managed outbound calls related to raised service requests, proactively addressing customer concerns and improving resolution efficiency.
  • Conducted call audits to maintain calibration and consistency in customer interactions, ensuring compliance with service standards and workflow processes.
  • Served as floor support guiding new trainees by handling live call queries and fostering skill development for improved performance.

Education

B.Tech - Mechanical Engineering

SDEC
06-2013

XII -

DDPS
07-2008

X -

CCDPS
06-2006

Skills

  • Articulation and Interpersonal Skills
  • Operational Processes and Technologies Proficiency (ERP systems:SAP, Salesforce, HRC, JDE Oracle; MSApplications: Power BI, GHX EDI)
  • Analytical Mindset and Critical Thinking
  • Leadership and Team Management Competence
  • Effective Decision-Making and Change Management
  • Process Improvement Expertise
  • Accounts Receivable Management
  • Credit Assessment and Cash Application
  • Dispute Resolution
  • Billing and Invoicing
  • Collections Strategies
  • Financial Analysis
  • Customer-Centric Mindset and Adaptability

Accomplishments

Awarded as Performer of the Month twice in Genpact.

Awarded for collaborative skills in RnR

Cooking, Interest in Defense & Astronomy and Travelling

Passionate about exploring global defense strategies, military technologies, and aerospace advancements, alongside a deep curiosity for astronomy, space exploration, and celestial phenomena

Timeline

Management Trainee

Genpact
06.2023 - Current

Sr. Associate

Amazon India
09.2020 - 06.2023

Sr. Agent

Iqor India Pvt. Ltd.
03.2019 - 02.2020

Sr. Customer Care Executive

Concentrix Daksh Services India Pvt. Ltd.
04.2018 - 02.2019

B.Tech - Mechanical Engineering

SDEC

XII -

DDPS

X -

CCDPS

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