Customer Service Manager

ZAILON KASIF DEEN

*/*** **** ****, ***** main road. Mobile: +91-989-***-****

Madurai, India - 625107 E-mail: ****************@*****.***

CAREER OBJECTIVE:

Aspiring for senior level assignment in Customer service operations with an

organization of repute

PROFESSIONAL COMPETENCIES:

? Complaint/Enquiry ? Invoice ? Accurate

Resolution Verification Calculations

? Customer ? Records ? Customer

Communications Management Retention

? Process ? Relationship ? Back and Front

Simplification Management Office Operations

? Productivity ? Staff

Improvements Supervision/Training

? Accounts ? Workflow

Receivable Management

SUMMARY

. Customer-focused professional, acknowledged throughout career for

dispensing personalized attention, maintaining composure under fire,

and juggling a multitude of job tasks and challenges with skilled

discretion and concern.

. 3years in AR/AP handling and 3-years retail sector experience in a

fast-paced customer-care environment. Have refined capabilities in

researching issues, providing clear and accurate responses, and

adapting communications to suit the situation.

. Reputed for willingness to shoulder extra workloads, coordinate daily

operations and "step up" to leadership roles.

. Superior administrative, analytical and problem solving strengths are

underpinned by a genuine affinity with people, and the necessary drive

to enhance organizational reputation through service excellence.

WORK EXPERIENCE

1) Organization : Vaigai Company

Duration : Dec 2011 to Aug 2013

Position : Senior Executive

Handling Customer dispute and AR/AP operations

. Maintain customer master data and answering customer queries (walk in,

telephone, email)

. To ensure that all invoices are sent to customers on time.

. Ensure continuous reduction in over dues by way of follow-up with the

sales team and also direct interaction with the customers.

. Coordinate with customers and internal clients to resolve delinquent and

disputed accounts

. Assist Credit control manager in investigating credit applications,

reviewing, analyzing and furnishing the reports to credit control

manager.

. Manage and update customer account details.

. Monitor overdue debtors, identify and action significant collection risk

issues and minimize overall DSO.

. Debtors Reconciliation: Providing Salesmen customer wise statement of

account to enable collections and confirmation. Ensure debtors' balances

are reconciled.

. Debtors meeting & follow-up for collection: Initiate debtors meeting on a

monthly basis along with the sales team. Follow-up for collection with

the salesman to ensure collection before the month end.

. Preparation of monthly Debtors reports for MIS / identifying the doubt

full customers.

. Arrange confirmation of customers' balances regularly and resolve all

outstanding issues promptly. Meet customers every month who are having

pertinent payment issues.

2) Organization : Wipro Ltd

Duration : July 2008 to Nov 2011

Position : Senior officer - Operations

Associated with Customer dispute handling and Accounts receivable - Cash

application in supervisory role.

. Accountable for cash application, aging & chasing debts.

. Responsible for all check payments received from customer & clearing open

invoices

. Handling queries with location regarding unidentified & unallocated

payments

. Reconciliation of bank statement & cash applied.

. Executing Write offs, on account & suspense clearance & sending the

clearance report.

. Reporting to immediate manager regarding issues of escalation in on

account & suspense and handling the queries with the location on a daily

basis.

. Preparing daily, weekly & monthly reports for clients & reporting to

immediate manager regarding issues of escalation.

. Dispute handling: Work with customers and internal departments to resolve

the disputes. Handle customer escalations, documenting all discussions

and resolutions of customer complaints

. Coordinating with all departments & stores for handling disputes of

customer settlements & providing correct resolution for the complaints

received from customer & bank.

. Approving authority to provide waive off (delivery fee / sale credit) and

approve credit.

. Understanding clients requirement & Ensuring whether the job done within

agreed period (Within SLA) & allocating the work and review the work

assigned to team members & giving training to new joiners

. Handling internal audit and tallying DPR & KPI of the team members and

preparing / consolidating the issues, values / volumes for internal

review meetings, MRM, Regional Reporting to the location.

Achievements:

. Worked as Shift in charge & initiated leave reservation sheet to maintain

daily leaves % allocated for the process, avoiding leave clashes between

team members.

. Have received the Customer Champ Award, Spot light Award and Star Award

(twice) from Client.

. Have received the appreciation from Head - Wipro Solutions for providing

correct resolution to customer.

. Have received Galaxy of thanks award from end customer for providing

clear resolutions for the dispute which is placed in permanent notice

board as achievement made by Wipro.

3) Organization : Maersk line, Chennai, India

Duration : Nov 2005 to July 2008

Position : Senior officer - Finance & Accounts operations

Associated with "Accounts Receivable, Dispute handling & MIS" in a

supervisory role.

. Accounts receivable - collection, cash application, reporting, detention

billing & invoicing

. Handling queries of customer, resolving the dispute and maximizing

customer satisfaction

. Handling MIS, customer reporting and credit control.

. Training the new joiners and giving feedback to manager regarding their

performance for first 6 months after getting board on live work

environment

Awards & Achievements:

Received Excellency award for outstanding performance.

PROFESSIONAL QUALIFICATIONS

. Master of Business Administration (Finance) (2002 - 05 ) from Madurai

Kamaraj University

Percentage : Scored 64.50 %.

. Bachelor of Commerce (Finance & Accounts) (1999 -02 ) from MSS Wakf

Board College

Percentage : Scored 64.50 %.

COMPUTER SKILLS

Operating System : MS DOS, Linux, Windows NT, Windows 98, Windows

XP.

Software Packages : MS-SQL, Ms -Excel, Word and PowerPoint.

ERP : SAP R3, PeopleSoft, Oracle, Peach tree and Tally

TRAINING & CERTIFICATION

. Professional training in SAP-Accounts Receivable, Credit control,

Customer service & Accounts Payable from WIPRO

. ICDL Certified - INTERNATIONAL COMPUTER DRIVING LICENSE from Danish IT

Association

. DCA from GATE info

PERSONAL PARTICULARS

Date of Birth : 09-12-1982

Sex : Male

Languages Known : English, Hindi, Tamil, Urdu and Telugu

Availability : Immediately available

Passport No: K7504847: 21-09-2012 to 20-09-2022

Last CTC (Wipro): 3,96,000 PA

Notice period: NA (Can join immediately)

Date: (Zailon

Kashif )

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