Bibek Nayak

Experience

• 

  24-7 customer

  Aug 2009 - May 2010

  Customer Care Executive
• 

  EY

  Dec 2010 - now

  • Tax service support for the tax return preparation for various clients. Analyse data between different phases, schedule briefing with client, understand client requirement and implement to deliver task, deliver exceptional client service, build up more effective relationship with client(s) . Take ownership of robotic projects, conduct testing, training session and trouble shooting. • Co-ordinate with multiple country contacts for various reporting and information gathering to provide service within TAT.• Provide process improvement ideas and help building process efficiencies and demonstrate process focus• Support team lead on various ad-hoc analysis reports in Excel and PPT formats• Take project and improvement of internal Tools and provide idea to IT team to improve the performance of tools• Coach our counterparts who work overseas. Also coach new professionals who join the team on the process.• Guide team-member to focus on quality and accurate deliverable to client and importance of providing quality service• Do weekly and monthly re-conciliation to identifying error, maintain quality service and meet client SLA.• Always responsive to client, maintain constant communication with client on project status and get forecast of expected work to arrange resource to deliver service• Focus on getting more business opportunity for organization• Suggest ideas to reduce time on various tasks and effectively implementing it.• Managing resources on incoming and in-house projects• Handle team and process issues independently• Responsible for addressing confidential issues• Ensure the work is done in accordance with the process guidelines• Arrange regular team-meetings and provide process updates to team-members• Motivate team during peak working season and constantly guiding them on focusing on deliverable and maintain quality.• Stay flexible during team requirement on various task Show less • Tax service support for the tax return preparation for various clients. Analyse data between different phases, schedule briefing with client, understand client requirement and implement to deliver task, deliver exceptional client service, build up more effective relationship with client(s)• Co-ordinate with multiple country contacts for various reporting and information gathering to provide service within TAT.• Provide process improvement ideas and help building process efficiencies and demonstrate process focus• Support team lead on various ad-hoc analysis reports in Excel and PPT formats• Work on various reporting related to Global authorization list, tax return status, billing and data updation• Take project and improvement of internal Tools and provide idea to IT team to improve the performance of tools• Coach our counterparts who work overseas. Also coach new professionals who join the team on the process.• Quality monitoring and maintaining quality of 100%, • Guide team-member to focus on quality and accurate deliverable to client and importance of providing quality service• Do weekly and monthly re-conciliation to identifying error, maintain quality service and meet client SLA.• Always responsive to client, maintain constant communication with client on project status and get forecast of expected work to arrange resource to deliver service• Focus on getting more business opportunity for organization• Suggest ideas to reduce time on various tasks and effectively implementing it.• Managing resources on incoming and in-house projects• Handle team and process issues independently• Responsible for addressing confidential issues• Ensure the work is done in accordance with the process guidelines• Arrange regular team-meetings and provide process updates to team-members• Motivate team during peak working season and constantly guiding them on focusing on deliverable and maintain quality.• Stay flexible during team requirement on various task and t Show less

  • Manager

    Sept 2021 - now

  • Assistant Manager

    Oct 2019 - Sept 2021

  • Team Lead

    Oct 2017 - Sept 2021

  • Associate

    Dec 2010 - Oct 2017