Meet Vyas

Account/Complaint Analyst (Contracted Clients)

Solventum | October 2024 – Current

Responsibilities:

• Investigated and resolved financial and inventory-related discrepancies, ensuring compliance with internal policies and audit requirements.
• Managed customer data using Salesforce (CRM) and Microsoft Dynamics (ERP) to ensure accuracy in account reconciliations.
• Collaborated with Continuous Improvement Leaders to enhance operational workflows and identify process inefficiencies.
• Supported system deployment teams by identifying potential risks and providing insights for mitigation.

Achievements:

• Reduced open case resolution time by 20% through efficient investigation and follow-up processes.
• Developed training materials for a team of eight, streamlining onboarding, and enhancing proficiency with Salesforce and Microsoft Dynamics.
• Achieved a 10% reduction in recurring complaints by implementing enhanced processes.

Responsibilities:

• Processed high-value transactions, including SWIFT, RTGS payments, farm management deposits, and fixed-rate bookings, ensuring accuracy and compliance.
• Identified and resolved payment discrepancies, minimising financial and operational risks.
• Maintained accurate transaction records in alignment with data protection and confidentiality guidelines.
• Ensured compliance with internal risk management policies and external regulatory standards.
• Utilised multiple financial systems, including Temenos T24 and Pega, to execute seamless payment operations.

Achievements:

• Achieved a 100% on-time processing rate for all payment transactions during the tenure.
• Contributed to a 100% audit success rate by ensuring strict adherence to risk and compliance standards.
• Delivered timely resolution of client payment issues, enhancing customer satisfaction and operational efficiency.
• Successfully collaborated with internal teams to streamline payment workflows, reducing processing delays.

Responsibilities:

• Managed contracted client cases using Salesforce, addressing hardware and software issues across APAC and ASEAN regions.
• Coordinated technician scheduling and processed timesheets, ensuring operational accuracy and efficiency.
• Liaised with multiple internal departments (including technical support, operations, and logistics) to resolve client issues promptly and maintain seamless service delivery.
• Maintained comprehensive and accurate documentation of client interactions, follow-ups, and resolutions.
• Identified inefficiencies in customer support workflows and recommended process improvements.

Achievements:

• Reduced case resolution time by 25% through proactive case management and efficient resource allocation.
• Generated and analysed data reports, leading to a 15% improvement in team response times and providing actionable insights for process optimisation.
• Improved team documentation standards by 20% by standardising processes and templates in Salesforce.
• Achieved a 99% on-time resolution rate for escalated cases, contributing to high client satisfaction.
• Contributed to a 10% reduction in workflow delays by identifying and implementing solutions to inefficiencies.