Kevin Lawrence

Handling direct 25 FTEs for Risk Operations Process which indulges with Customer Disputes, Chargeback, INR claims which basically handles Customer Success platform. Demonstrated Escalation Management with Stakeholders adhering to SLA, KPI metrics. Conducted weekly Team huddle meetings, 1*1 development plans for the candidates. Wider lens RCA for High Risk transaction, Fraudulent investigation with keen focus. Conducted Performance appraisal for career progression for the team & part of Interview Panel. Part of Hiring, Coaching, Developing employees to the next level.

Created Work Instructions, SOPs, Process Maps and have streamlined process within 2 months. Fostered & promoted team work, Handling 15 to 20 team members. Ensuring agreed KPI delivery by meeting Service Level Agreement & enhance performance by continuous improvement plans. Effectively coordinated/collaborating with Field Sales, DCP Order Team, Credit, CMP teams, Billing for flawless execution account set up/pricing, customer complaints with LTS on par. Handling Stakeholder/Escalations management by stewarding & resolving customer issues in timely manner. Equipped with Records Management Guidelines related Audit Assessment & Passed PWC audit with Zero GAPs for the process. Promoted Team Lead to Supervisor by mentoring/coaching thru leadership guidance.

Worked for Telstra Enterprise Corp as Senior Business Analyst. Specialized in Service Management, Escalation Management, Financial Services. Been onsite (Sydney, Australia) for training/ transition for Service Delivery project and successfully accomplished the process documents for Telstra project. Rolling out daily, weekly, monthly closure metrics for analysis & customer billing disputes. Created Process Maps, FMEA, SOP’s, JHOs for Telstra process.

Processed Day 1 transactions for EFT US Team and managed working on open cash for both EFT, LOCKBOX & WIRES, Investigating on Unapplied Payments. Took over complete Wires & ACH process (Day one payments, Status Query, Daily spread sheet, Processing metrics & Posting of batches) & was quality reviewer for the EFT, LOCKBOX & WIRE transactions. Maintained precise records of all incoming payments for corresponding invoices, collaborating with Accounts Payable/Collections in regular interim and process daily reconciliation, End of Month GL Reconciliation.