Shaan Sudarshan Kanchan

• Credit Control & Accounts Management: Managed customer accounts, monitored outstanding balances, and supported timely payment collections.

• Stakeholder Management: Built and maintained strong working relationships with internal teams, including Finance, Billing, Operations, Customer Service, and Field Engineers, as well as external customers, payment providers, and third-party service partners. Collaborated to resolve billing and payment issues, ensuring accurate account management, and supporting operational objectives.

• Customer Account Resolution: Investigated billing discrepancies and negotiated payment solutions.

• Compliance & Record Management: Maintained accurate financial records and ensured compliance with company policies and data protection requirements.

Stakeholders Worked With:

• Internal Stakeholders: Finance, Billing, Customer Service, Field Engineers, Operations team, Team Leader, Operations Managers, Senior Management

• External Stakeholders: Housing Association, Pre-Payment Providers, Tenants

• Accurately picked and packed customer orders, ensuring high standards of quality and timelines.
• Sorted incoming and outgoing goods, labeling and storing items.
• Performed heavy lifting and manual handling.
• Operated warehouse equipment (e.g., pallet trucks, trolleys) efficiently and safely.
• Maintained a clean and organised workspace to support smooth warehouse operations.
• Collaborated with team members and supervisors to meet and exceed daily dispatch and fulfilment targets.

• Managed operations across multiple projects, ensuring timely delivery and alignment with client expectations.
• Coordinated with 80+ internal and external stakeholders, including developers, clients, vendors, and project managers, ensuring smooth communication and alignment across multiple mobile app projects.
• Acted as the main liaison between cross-functional teams and clients, streamlining communication and improving project transparency.
• Oversaw stakeholder engagement from requirements gathering through delivery, maintaining a 95% client satisfaction rate.
• Responsible for reviewing and interpreting customer requirements to ensure timely project initiation in alignment with agreed SLAs.
• Introduced process improvements that reduced project delivery time by 15% across development teams.
• Identified and mitigated operational risks by developing proactive workflows and contingency plans.

Stakeholders Worked With:

• Internal Stakeholders: Development Engineers, UI/UX Designers, Test Engineers, Quality Assurance Specialists, Marketing and Sales Professionals.
• External Stakeholders: Clients & Customers, Vendors & Suppliers, Third-party Service Providers, Channel & Business Partners.

• Managed day-to-day office administration tasks including scheduling, calendar management, office coordination, vendor coordination, and document handling for a mid-sized team.
• Served as a point of contact for internal staff queries, helping streamline communication and resolve minor HR and administrative issues.
• Coordinated with vendors and service providers to ensure uninterrupted office operations and resource availability.

• Delivered empathetic and solution-oriented customer support via phone, email, in-person, and chat, ensuring a positive and reassuring experience for every customer interaction.
• Acted as the first point of contact for customer queries, effectively resolving issues related to account access, transactions, product information, and digital banking services.
• Demonstrated strong relationship-building skills by actively listening, showing understanding, and responding with care to diverse customer needs.
• Took ownership of customer issues, ensuring timely resolution and following through on commitments to maintain trust and satisfaction.
• Regularly received positive feedback and high Customer Satisfaction Scores by consistently exceeding service expectations.
• Worked collaboratively in a team-based environment