Customer Service Representative

WAHEDIA HUSSAIN

* ********** ********, ******** ** L6S 2R1 905-***-**** *******@******.***

Accounting and finance professional with over 15 years of demonstrated expertise.

CORE COMPETENCIES

Billing / Accounts Payable / Accounts Receivable

Book Keeping / General Accounting Principles / Administration

Unresolved Fund Recovery / Reconciliation / Resolution

Excellent Customer Service / Cost Control / Conflict Resolution

MS office / Outlook / Excel (vlookups, pivot tables)

CAREER HIGHLIGHTS

Expert in the billing process, customer service and the freight forwarding operations process

Audit and control accounts to ensure profits are maximized

Excellent analytical, investigative, attention to detail and problem solving skills

Strong interpersonal, communication, organizational and time management skills

Ability to manage multiple projects of equal demand on limited or restricted time schedules

Proactive in identifying potential issues and developing practical solutions

Proficiency in SAP and various global internal accounting and operation systems

Initiate cost savings with process flow in various areas of expertise

PROFESSIONAL EXPERIENCE

DHL Global Forwarding, Mississauga, ON April 1989 – Nov 2016

Billing Controller (Jun 2013 – Nov 2016)

Managed and monitored the entire billing process performance for high volume invoices that resulted in the new SAP/ECC system

Trained OTC and operation teams on the full process of their tasks with error monitoring, corrective actions and how to use query reports

Ensured timely and accurate billing to customers and partners, monitored the system to confirm that the method of distribution is correct and invoices were sent

Generated and provided weekly status reports with root cause analysis of stuck invoices and credit notes to operation for correction

Resolved unbilled items reported from operations and put process in place to avoid failure going forward

Supported operations with reversal and rolled entries back into editing mode for simplified correction instead of complete credit and rebill

Reconciliation of recognized revenue and billed revenue, captured loses and resolved within set accounting period

Conducted weekly key performance indicator (KPI) meetings with operation team and senior management to recover revenue leakage and clear outstanding amounts prior to month end closure

Collaborated with Global, IBM and IT to test / set up client invoicing for accuracy

WAHEDIA HUSSAIN

9 Lancefield Crescent, Brampton ON L6S 2R1 905-***-**** *******@******.***

Billing Controller cont’d (Jun 2013 – Nov 2016)

Coordinated directly with IBM to resolve regular and emergency tickets at any time

Lead others and served as a consultant in the area of skills and expertise, to ensure that correct measures and best practices of corporate standards and policies are followed

Provided feedback to operations on the root causes for incorrect billing, identified improvement opportunities which have resulted in decreased errors

Accounting Resolution Analyst (Jan 2009 – May 2013)

Resolved intercompany outstanding amount in the millions, extensive research by analyzing unreconciled reports, audit the files profit and loss, investigated with

internal teams and network stations, and finally escalate to higher management if need be until losses are recovered

Managed and controlled problematic third party files, case sensitive for customer to be billed in a timely manner for invoice acceptance

Controlled un-actualized estimates, proactively collaborated with vendors, internal staff and network stations to clear amounts owing and to avoid auditor’s query

Assisted operations with full report at month end to meet set accounting deadlines

Accounts Payable Coordinator (Mar 2005 – Dec 2008)

Ensured timely payments of vendor invoices

Responsible for general ledger coding and approval of overhead invoices

Process the weekly cheque runs and issued manual cheques as required

Reconciled statement for vendors, airlines, steamship lines and rail accounts by

auditing the files to ensure cost is billed and estimated, then follow up with vendor to advise the status and close the queries

Accounts Receivable Specialist Sep 2001 –Feb 2005)

Responsible for collection of clients payment including top 20 accounts

Reviewed weekly reports to ensure billings are correct and follow up with clients

Prepared statement with detailed breakdown of charges for customers by analyzing each invoice and extract the required information

Approved credit notes and refunds for incorrect billing or overpayment to clients

Weekly follow up meeting with collectors to monitor and improve the ageing balance

Ensured that clients have paid within terms and cash follow is maximized

EDUCATION

Bank Teller/Customer Service Representative Program

Marlow Business Academy, Mississauga, ON

Intermediate Bookkeeping, Advanced English, Typing 2 /shorthand

Pitman’s Commercial College, Guyana

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