Jawed Khan

About Jawed Khan

With over 13 years of experience in customer service delivery, process excellence, and…

Experience

1. Process Analyst

   Accenture

   Mar 2021 — Present · Navi Mumbai, IN

   Manage end-to-end dispute management process for enterprise telecom customers, ensuring timely validation, investigation, and closure in alignment with Incident & Request Management SLAs.• Perform root-cause analysis (RCA) on billing discrepancies and service usage variances, identifying issues related to provisioning gaps, incorrect tariffs, and rating failures to reduce repeat incidents.• Collaborate with cross-functional teams (Billing, Finance, Service Delivery, and NOC) to resolve disputes, validate adjustments, and strengthen revenue assurance controls.• Maintain comprehensive dispute and financial trackers, ensuring accurate status reporting on open, closed, and aged cases for leadership reviews and audit compliance.• Review contracts, rate plans, and tariff structures to ensure correct billing, discount application, and credit authorization in accordance with financial governance standards.• Drive continual service improvement (CSI) by implementing pre-bill audits, standardizing validation checks, and optimizing workflows to reduce recurring billing incidents and revenue leakage.• Serve as the primary customer interface for AT & T enterprise clients, providing clarification on disputes, validating usage data, and confirming resolution outcomes with high service quality.• Ensure adherence to audit, compliance, and SOX/financial controls, maintaining accuracy, accountability, and operational integrity across all billing operations.