Jan 2019 – Jan 2025 · 6 yrs · Raipur, Chhattisgarh, India · On-site

• Responsibilities:
• Formulating and executing a forward-thinking IT strategy tightly aligned with the organization’s broader business objectives, driving operational excellence, improving cross-functional collaboration, and accelerating overall growth.
• Managing the IT budget with precision, optimizing resource allocation and ensuring maximum ROI on technology investments, leading to significant cost savings while enhancing the organization's technological capabilities and scalability.
• Leading and mentored the IT team towards the successful achievement of departmental goals and KPIs, fostering a culture of accountability, collaboration, and continuous professional development, resulting in sustained performance improvement and high team morale.
• Administering daily ERP operations to ensure flawless system performance, actively addressing issues and implementing solutions to enhance user experience and system reliability across the enterprise.
• Directing ERP system configurations, customizations, and integrations, strategically tailoring workflows and features to meet dynamic business demands, streamlining processes, and improving interdepartmental efficiency.
• Safeguarding data integrity, accuracy, and security within the ERP ecosystem, deploying robust security measures, compliance protocols, and data integrity checks to mitigate risks and ensure adherence to industry standards.
• Providing high-level technical support to end-users, ensuring rapid resolution of ERP-related issues and offering expert guidance to ensure seamless user adoption and operational continuity across all departments.
• Designing and implementing a robust data governance framework, establishing clear policies that fostered data stewardship, accountability, and compliance, enhancing data reliability for strategic decision-making.
• Managing data quality and consistency across the organization, using advanced validation tools to ensure accuracy and integrity,

Jun 2016 – Jan 2019 · 2 yrs 7 mos · Raipur, Chhattisgarh, India · On-site

• Responsibilities:
• Ensured meticulous and up-to-date financial records for the branch, facilitating smooth day-to-day operations, ensuring compliance with regulatory requirements, and supporting accurate financial decision-making.
• Administered the efficient management of day-to-day accounting functions, including accounts payable, receivable, and general ledger, ensuring timely and accurate processing to maintain financial integrity.
• Prepared, reconciled, and analyzed bank statements and cash flow reports, ensuring financial accuracy, identifying discrepancies, and providing transparency to support sound financial planning.
• Ensured full compliance with all relevant financial regulations and internal control policies, minimizing risks, safeguarding assets, and upholding the branch’s financial integrity and accountability.
• Prepared and presented comprehensive financial reports to the head office, offering in-depth analysis of branch performance, identifying trends, and providing actionable insights for strategic decision-making.
• Developed and monitored key performance indicators (KPIs) to assess branch financial health, operational efficiency, and overall performance, enabling data-driven decisions and continuous improvement.
• Maintained seamless communication and coordination with the head office on financial matters, ensuring alignment with company policies, timely resolution of issues, and accurate reporting.
• Assisted with internal audits, tax preparation, and compliance activities, ensuring accurate documentation, timely submissions, and adherence to financial regulations and best practices.

Sep 2014 – May 2016 · 1 yr 8 mos · Raipur, Chhattisgarh, India · On-site

• Responsibilities:
• Managed the grievance handling process from initiation through to resolution, ensuring timely and effective resolution of customer concerns, and maintaining high standards of customer satisfaction.
• Investigated and analyzed customer complaints to identify root causes, leveraging data-driven insights to develop actionable solutions that address underlying issues and enhance overall service quality.
• Designed and implemented resolution plans, collaborating with relevant stakeholders to ensure swift action and long-term improvements, resulting in reduced recurrence of issues and improved customer retention.
• Led and mentored a team of support representatives, fostering a culture of accountability, collaboration, and continuous professional growth.
• Assigned tasks, provided guidance, and monitored performance, ensuring team members met or exceeded service level expectations and contributed effectively to the department’s goals.