HARRY DAYANANDA CRUZ

Home: +91-9902533122 - harryac79@gmail.com

Career Overview

A result oriented professional with 13 years of experience in Client Management, Process Management, Operations, Customer Service, and Transition.

I seek to constantly enhance my skill-set and competencies while integrating the same with that of the Organization. To assume an appropriate position in the Organization that will utilize my skillset, abilities and interests while providing opportunity for growth and advancement both for the Organization and self.

On-the-Job Medical and Dental Claims Training for a period of 4 months at the client Site Arlington Texas, USA, in the

year 2002. Trained in Medical Terminology, Phonetics/American accent, and American culture at NEXT (National

Institute of Excellence in Teleworking) in the year 2000. Trained in Medical Terminology, Insurance Overview, HIAA, Privacy and Compliance at GE Capital International Services, Bangalore in the year 2002.

Trained on Basic & Advanced Communication Skills, Developing Self-Excellence, Time management, Conflict

management, and Presentation Skills.

Core Strengths

Expertise in managing process operations with an aim to Capable in coordinating with internal & external accomplish corporate plans & goals successfully. customers for running successful business

operations and experience in implementing

Resourceful at maintaining relationships with clients to procedures and service standards for business

achieve quality product and service norms by resolving their excellence. service related critical issues. An effective communicator with good relationship

building & interpersonal skills.

Accomplishments

Worked with Critical vendors and ensured no service disruption due to nonpayment, resulting in business as usual constantly.

Interacted with AMEX constantly to ensure services are improved and made user-friendly for employees(card holders).

Provided training to employees when they come on board a card program to make sure they understand card usage and payment policy.

Researched and rapidly resolved client conflicts to prevent loss of key accounts/services due to nonpayment.

Successfully developed, directed, and completed projects resulting in saving time in processing invoices by avoiding duplicate payments, duplicate invoice processing, and service disruptions. Work Experience

Program Administrator ( Travel & Entertainment - Sourcing)

May 2013 to November 2014 Thomson Reuters India Services Pvt Ltd - Bangalore, Karnataka

Prepare monthly extract for Purchasing Card and Meetin Card accounts in the APAC region. Ensure account coding is accurate, facilitate payment processing through the Accounts Payables through posting to AMEX accounts. Ensure payments hit the employee card accounts before due date. Work with AP to keep payment processes up to date. Process applications, manage limits, cancellations and queries for P-Card and Meeting Card.

CAR Tool administration: Create account profiles/manager profiles, create /upload accounting codes – database clean up as needed. Facilitate CAR tool updates/changes. Provide CAR training and assistance to users as needed. Ensure compliance by cardholders and managers' review and approval, and suspend cards for non-compliance. Conduct Training Sessions for employees in order to educate them on the American Express Card Program as and when employees are introduced to the card. Assist in growing the PC/MC program in APAC by working with AMEX account management on new opportunities or issues. Manage TRCorporatecardAPAC email box – respond to all emails within 24 hours or escalate as appropriate. Excelled in handling Compliance – follow up on responses from employees within 24 hours. Worked under strict deadlines and responded to service requests and emergency call-outs. Promptly responded round the clock to inquiries from members, staff, and clients via mail, e-mail and telephone calls. Guaranteed positive customer experiences and resolved all customer complaints. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service. Executed outbound calls to employees holding cards resulting in reduced number of late payment fees and card suspensions. Monitor Parature tickets for APAC region, responding within 24 hours and follow up to closure. Review and submit all card applications (verify which programs/countries are accessible). HR exit clearance – report to HR which employees have a card and which have a balance. Review and cancel accounts for employees on weekly report for the region. For employees with a balance, log on spreadsheet and initiate emails, follow up and escalate as needed.

Senior Accounts Advisor

May 2007 to April 2013 Thomson Reuters India Services Pvt Ltd - Bangalore, Karnataka

Managed AP functions, resolving support request related to employee expenses, Purchase and Payments for APAC, UK and EMEA regions. Interacting with customers both employees internally and vendors externally via emails and phone calls to ensure payments of invoices are made in a timely manner. Responsible for training new team members on various applications such as SAP, SRM (Supplier Relationship Management), 170 (Markview) and MyExpenses system - Assisting employees and contractors internally in usage of business applications such as MyExpense system, SRM (Supplier Relationship Management) Tool, MyTravel & 170 Markview systems. Tracking of payment runs and ensuring timely payouts - Interacting with Accounts Payables teams to ensure timely release of payments for invoices/expenses which includes: Interacting with Master Data team to help setup Thomson Reuters vendors/employee accounts on SAP. Ensure invoices are scanned and processed in time by the Invoice Processing Time. Follow up with the business contacts to get the invoices coded and approved for timely release of payments. Follow up with the Payments team for the payments to be made in a timely fashion. Check with the suppliers if payments have been received. Additional activities handled include Debit Balance Recovery, which is following up either with the vendors/employees for any amounts they owe to the company. Working on Comment Request Queue on a regular basis to ensure there are no invoices left with the approvers/coders 170 Markview without any action from them for more than 30 days. Also worked on Parature where employees raise tickets requesting for assistance with either of the above said applications. Regularly work on statements and reminder letters received from the vendors for their overdue payments and ensure accounts are cleared in a timely manner to help sustain our relationship with the vendors. Arranging for training sessions for the team to provide necessary updates related to the process. Also provide online training to employees regarding business tools such as MyExpense system, SRM Tool, MyTravel etc. ACHIEVEMENTS Abiding by the SOX guidelines, provided ideas for process improvement, awarded star performance, spotlight, and appreciations ENVIRONMENT SAP, SRM, MyExpense.

Senior Incident Manager July 2005 to April 2007

AVIVA Global Services - WNS - Bangalore, Karnataka

Providing quality advice, investigating / settling claims and answering queries. Negotiating / influencing with regards to liability issues and quantum agreements. Maximizing business performance by maintaining effective communication with customers. Pro-actively supporting the Team Manager in the achievement of Team & Unit objectives. Effective Verbal & written communication with UK Attorneys, Claimants & Insurance Companies. Applying good analytical skills and ability to prepare appropriate legal correspondence & preparation of MoUs. Responsible for ongoing claim analysis, including detailed analysis of cost components and also the forecasting of future claim costs. Analyzing claims data to inform the underwriting process, preparing claim inflation forecast & focusing on contributing to the profitability of the company at all times. Within FSA guidelines.

Senior Claims Specialist June 2002 to June 2005 GE Capital International Services - Bangalore, Karnataka

Processed Medical and Dental Claims. Responsible to do quality checking on the Claims processed. Resolution of Call Referral Tracking and Work distribution of batches and re-allocation of the worked upon batches. Consistently met the SLA set for Clients.

Medical Transcriptionist December 2000 to June 2002 HealthScribe India Pvt Ltd/Spheris - Bangalore, Karnataka

Carefully listen to medical reports dictated by the Medial Experts and convert them to readable documents. Excelled in providing transcripts by ensuring they are error free. Proofreading tanscribed work. Consistently met SLAs for customers and went beyond expectations.

Educational Background

Bachelor of Science : Chemistry, Botany, Zoology, Dec 2000 St. PhilomenasCollege Mysore University - Mysore, Karnataka, India

Pre University : PCMB, Dec 1997 St. Philomenas College - Mysore, Karnataka, India

High School Diploma : SSLC, 1995 St. Philomenas School - Mysore, Karnataka, India

Languages

English Hindi Kannada Tamil

Personal Information

Date of Birth : 1st October 1979 Marital Status : Married

Sex : Male

Skills

Analytical Skills E-mail English Negotiating

Process Improvement Proofreading Relationship Management Excellent telephone & written communication.