Shiv Chaithanya
Warsaw,Poland
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Operations lead
Concentrix
Warsaw, Poland
10.2024 - Current
- Supervised daily operations of a call center team, ensuring compliance with company policies and legal requirements
- Handled escalated customer calls, providing subject matter expertise
- Managed performance issues, developed improvement plans, and implemented corrective actions through regular one-on-one meetings
- Ensured service delivery met contractual KPIs and financial targets
- Monitored attendance and performance, providing regular coaching to meet key performance metrics
- Provide leadership, enforce company policies, and implement corrective actions.
- Review operational reports and ensure adherence to key metrics
- Collaborate cross-functionally with HR, Training, Quality, and WFM for process improvements
- Fostered a high-performance culture and reducing attrition by 1.5%
- Maintained QA and CSAT scores at 90%, ensuring high service quality and customer satisfaction
- Leveraged data driven insights from Salesforce and Zendesk for tracking customer interactions, case management, and performance
Customer Success and Sales Team Manager
Foundever
Warsaw, Poland
05.2022 - 09.2024
- Heading the Retail, Restaurants and Hardware sales team of 25+
advocates in Warsaw for one of the leading US Fin-Tech Providers - Ensured achievement of Monthly, Quarterly and Annual sales
targets by conducting regular reviews and evaluations against
agreed KPIs - Guided the team in achieving commendable CSAT scores with
each call - Regular coaching on cross selling and upskilling techniques that
helped the team in being recognized for the most individual sales
in the history of Foundever - Mentoring and coaching advocates on sales pitches, customer
sensitivity and feedbacks - Leading the team to meet and exceed business objectives,
ensuring that key financial, operational, and quality metrics are
consistently achieved - Having direct involvement in the recruitment, selection, induction
training, and ongoing skills development for all Agents/Advisors in
the team, ensuring we attract and retain the best talent - Preparing month end closing reports from the analysis of billing
transactions and presentation to stakeholders
SENIOR ANALYST IN CLIENT/FUND
BNY Mellon
Wroclaw, Poland
10.2021 - 05.2022
- Reviewing general ledger transactions and annual/quarterly and
monthly financial statements for multiple real estate properties - Conducting accounting services on behalf of assigned real
estate clients and moderately complex funds including
determining net asset values, calculating fund performance,
allocating expenses, and preparing reports - Reconciliation and reviewing Luxembourg, UK, Ireland client's
invoice transactions and input them into YARDI - Performing Fund/Client Accounting responsibilities in the areas of
driving Service Improvement plans, targeting efficiencies,
enhancing processes, and specialist review functions - Performing general and advanced accounting functions in order
to meet funds' calendar deadlines. - Managing external as well as internal audits
- Performing Quality Checks on reportees
- Performing cash and asset reconciliations related to more
intricate accounts or transactions within assigned funds - Verifying, reviewing, and analyzing various fund levels general
ledgers on both cash and accrual basis - Drafting reports for clients regarding the performance of funds.
Reviewing first draft reports completed by more junior staff - Interacting with clients in answering questions regarding fund
reports and accounting processes
PTP Accounts Payable Analyst
Biogen Inc.,
Warsaw, Poland
12.2020 - 09.2021
- Executing the P2P invoice processing activities to include invoice
intake management, MarkView scanning, invoice data entry
completeness and accuracy, invoice posting, and issue
resolution - Processing invoices from receipt through posting in an efficient
manner to ensure compliance with relevant payable process
requirements, policies, and procedures - Communicating with business partners and third parties as
needed to resolve invoice inquiries or discrepancies in order to
post documents timely and within customer Service Level
Agreements - Conducting reviews of vendor statements against open and
closed invoices to identify missing or mis posted invoices - Supporting corporate accounting month/quarter -/yearend
closing procedures including balance sheet reconciliations - Supporting internal and external auditors during audits and other
data inquiries upon request
PTP Resolution Accountant
CBRE
Warsaw, Poland
03.2019 - 11.2020
- Analyzing Accounts Payable activities using Microsoft Dynamics
AX 2012 - Investigating issues on invoice/status payment,
remittance advice, duplicate payments, incorrect payments - Major focus on invoice processing inside the team clearing the
documents on time to ensure payment, juggling multiple tasks,
and working under pressure, and completing on time with quality - Coordinating with the Team Leader and Supervisor to ensure
meeting the deadlines and handling additional responsibility and
tasks related to Accounts payable issues - Preparation of reports, supporting teammates and colleagues of
other related teams to ensure the quality of work
Sales and Accounting Team Leader
JKR ASSOCIATES
India
06.2015 - 12.2017
- Led, Coached and Managed a team of 20 sales executives
- Contributed to market research, including identifying market
potential and finding opportunities for growth - Analysis of the potential territory to achieve and maximize
business objectives - Represented the organization in various seminars, symposia and
executive meetups - Conducted regular performance reviews for my team and
provided constructive feedback for performance - Worked closely with the Founder in new acquisitions, hirings and
internal decisions - Assisted in conducting various audit activities for the existing
clients - hotels, banks, timbers, and Individual Businessmen - Led a team of 5 junior members of the Audit panel. Resolving
complaints concerning payments, invoices, and the AP process. - Identifying the root-cause of issues addressed to the AP
department. - Preventing reoccurrence of issues and complaints
by communicating them effectively with the team and supervisor - Responsible for all billing activities including hospital clients global outsourcing companies, accounts firms etc
- Preparing ledgers and portfolio for all billing transactions and
preparing presentations for stakeholders - Reviewing invoice / billing discrepancies Analyzing tax amounts
and purchase order value
Education
Master of Science - Finance and Accounting
Kozminski University
Warsaw, Poland 10.2018 - 08.2020
Bachelor of Commerce - Accounting
Vivekananda University
India 06.2012 - 05.2015
Skills
- Yardi
- Microsoft Dynamics AX
- NEXEN
- SAP
- SQL
- Service Now
- Salesforce
- Amazon Connect
- Maestro QA
- NICE Schedule
- Looker
Languages
English
Native
Tamil
Native
Polish
Elementary
Accomplishments
- Recognized as the team holding the most individual sales in the
history of Foundever - Received Best Team Manager of The Year Award, 2023 at
Foundever, Poland - Received the best employee award twice consecutively for billing
at CBRE, Poland
Certification
- Foundation Degree in Arts: Banking and
Finance Accounting, NIIT Institute of Studies, Chennai, India - Foundation Degree: Business
Communication, Poznan University of Economics, Poznan, Poland
Timeline
Operations lead
Concentrix
10.2024 - Current
Customer Success and Sales Team Manager
Foundever
05.2022 - 09.2024
SENIOR ANALYST IN CLIENT/FUND
BNY Mellon
10.2021 - 05.2022
PTP Accounts Payable Analyst
Biogen Inc.,
12.2020 - 09.2021
PTP Resolution Accountant
CBRE
03.2019 - 11.2020
Master of Science - Finance and Accounting
Kozminski University
10.2018 - 08.2020
Sales and Accounting Team Leader
JKR ASSOCIATES
06.2015 - 12.2017
Bachelor of Commerce - Accounting
Vivekananda University
06.2012 - 05.2015
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