This document provides a summary of Meghna Vinay Mulgaonkar's professional experience and qualifications. It details her current role as an IQ BPO Manager at Maersk Global Service Center & Maersk Line India Pvt. Ltd, where she has worked since 2011 to maintain invoice accuracy levels and identify risks. Prior to this, she held roles in disputes resolution and quality control analysis. The document also lists her educational qualifications and courses completed during her 10 years of work experience in finance and accounting.

1. Meghna Vinay Mulgaonkar
Self motivated, highly ambitious professional
PERSONAL INFORMATION:
Name: Mrs.Meghna Vinay Mulgaonkar
Date of Birth: 17th October 1979
Mobile No: 9619191330
Email address: meghna0315@gmail.com
ADDRESS:
B/703, Chandralok C.H.S.
New Nanepada,
Mulund (East)
Mumbai – 400 081
SUMMARY PROFILE:
• Total Work Experience: 10 Years
• Ability to perform well individually and in a group.
• Exceptional planner, hard worker with proven expertise in working under pressure.
• Confident communication skills combined with excellent interpersonal skills.
• Quick Learner and excellent grasping capacity, analytical and logical approach towards
work, data oriented, task oriented and result oriented.
ACADEMIC SUMMARY:
• Post Graduation DBA-Finance.
Welingkar’s Institute of Management Studies; Mumbai Grade I
• Masters of Commerce
Pune University Grade II
• Diploma in Finance Management
Welingkar’s Institute of Management Studies; Mumbai Grade I
• GDCA - Govt. Diploma in Co-operative Accountancy
M.S Board, Mumbai. Grade II
• Bachelorsof Commerce
R.A. Podar College of Commerce and Economics; Mumbai. Grade II
COURSES TAKEN AS A PART OF WORK EXPERIENCE:
Intermediate Course in MS Excel, Word
LEAN SIX SIGMA - Yellow Belt

2. ACHIEVEMENTS:
 BRAVO Award for reducing open dispute count by 95% and achieving 92 % TAT within 7
days.
 Awarded for Kaizen contribution of innovative ideas towards the process improvement.
 Awarded extra miller for contribution in team success.
DESCRIPTION OF OVERALL WORK EXPERIENCE:
(2) Company: – Maersk Global Service Center & Maersk Line India Pvt. Ltd.
Since May 16, 2011
IQ BPO Manager – Invoice Quality Business Process Owner
 Maintain Invoice accuracy levels at 94% globally
 End to end process flow and system landscape (AFLS, SAP, GCSS, MARS, MDWS) at
different process levels and their interface to ensure correct invoices first instance.
 Identify potential risks from IQ standpoint
 Closely monitor System / Process changes potentially impacting IQ
 Design-redesign processes across functions to maintain and surpass 94% IQ levels
 Incident management.
 Propose solutions, get SOPs CSOPs corrected, minimum standards laid, policies etc if
need be.
 Initiate projects to improve the laggard clusters and high impact areas
 Stakeholder management - Cross functional coordination to ensure smooth execution of
ideas
 Sign off desk for all activities that may lead to a credit memo to be reviewed before
implementation.
 Governance around sustained levels on region / cluster basis – whistle blower in case of
any assignable variation observed
 Process Validations for Migrations of Finance Transformation Program
 Communication with business stakeholders.
Other Projects executed in the tenure:
Auto Indexing:
As a part of the disputes transformation team have embarked automation at indexing and
closure of the dispute life cycle that made the Global dispute execution process more
efficient by a way of saving 26 FTEs.
Simplification - Standardized Data Log:
Being a QA undertook a project to eliminate scrap in the dispute process that increased the
process efficiency by ~63% and disputes managed within the TAT of 5 days.
Automation - FSCM Charge code analysis:
An initiative taken across GSCs to run an Automated FSCM charge code accuracy scores. A
methodology created that helped disputes as a whole to move one step towards improving
quality of handling disputes. FTE savings = 2 FTEs

3. Quality Control Analyst – Pilot to STAD
Responsibilities handled as a Quality Control Analyst:
Being a part of pilot Case Management Program set in STAD, was also
responsible for the initial Program managing activities right from designing the Quality
Monitoring Sheet, setting Scoring mechanism, laying Feedback and Error Appeal policy;
defining and categorizing the errors basis their criticality etc. in fixing the foundation of
Case Management
 Remote and Live Quality checks to verify that the process compliance with the SOPs
defined by the BPO;
 GAP Analysis: Identified and analyzed the process gaps; flag to BPO to get the
outdated SOPs corrected if required.
 Feedbacks and Team coaching with special focus to the Bottom Performers
 Error Analysis
 Quality Dashboards (Weekly and Monthly)
 Perform Structured RCA to come up with a corrective/preventive action
 Value Analysis: Performed Value Analysis by inducing the concept of lean to eradicate
non value added activities in the process.
 Actively involved in Best Practice sharing, conducting team huddles and updates
sessions.
 Identify and assess impact of findings uncovered in audit process
 Weekly Review with Production team leaders to come up with action plan based on
audit findings
 Responsible to conduct RCA on audit findings and come up with Corrective and
Preventive actions
 Responsible for maintenance of Error Log& re-audit of disputed errors as per agreed
guidelines
Senior Executive, Finance: Freight Disputes – INDIA Disputes
Responsibilities handled in the team as Senior Executive:
 Responsible for accurate invoicing
 Ensure invoice disputes are logged timely and accurately upon receipt from customer
in the SAP system.
 Co- ordinate with sales, customer service, GSC, WKC team - Finance to arrive at a
fair conclusion
 Perform Root cause analysis of disputes and ensure checks and processes are in
place to support the overall objective of Invoicing accuracy
 Accountable for over dues >5 days are reduced to not more than 20% of outstanding
by year end.
 Responsible for decisions made over refund applicability
 Liaising with foreign offices and other dispute handling teams and sales to ensure
disputes are resolved timely
 Identify areas of improvements and work with the dispute team lead for
enhancements.
 Allocation of the web disputes, email disputes within the team
 Pull weekly / daily reports from SAP for pended disputes or disputes unattended even
on other country co-coordinators for over 24 hours, follow ups etc. Highlighting its

4. urgency to the team with a sense of priority and getting the same done within the
dead line.
 Nominated as a SME with added responsibility of providing necessary on-job
training to the new joiners’ with regards to process and systems (SAP, GCSS,
MDWS, RKEM, MARS)
 Chosen one to carry out the above listed responsibilities majorly for Maersk Key
Clients
 Awarded for Kaizen contribution of innovative ideas towards the process
improvement.
(1) Company: J.P Morgan Services India Pvt. Ltd
Duration: March 2004 until June 2010
Disputes Resolution Analyst
Treasury and Securities Services: - Commercial Cards
Since: August 2009
Merchant Disputes: - Consumer Credit Cards
Since: August 2007
Responsibilities handled in the team:
Being a part of a pilot process for commercial cards under the LOB Treasury and Securities
services, simultaneously have handled added responsibility of the Consumer credit card
merchant disputes section.
Responsibilities include research and assisting c redit card customers in resolving their
disputes that are initiated through correspondence or emails, faxes, pertaining to their
charges on the credit card statement.
Derive a fair resolution after thorough investigation and interaction with the customers as
well as the merchant banks in a most courteous manner, keeping customer satisfaction and
loyalty in mind.
Decision making related to applying a debit or credit to the customers’ account, under the
International Banking Regulations.
Card Activation:-
Duration: - March 2004 – August 2007
Project: Financial Service Advisor
Job Profile:-
Solving customer queries, explaining the functioning of a credit card.
Up-selling programs- Payment protection
Fraud Detection
Identity Theft Protection
Account Maintenance-Adjustment of Fees and Finance charges, Cycle date change
Procuring and Processing balance transfers
Adhering to customer values giving better quality and customer satisfaction.