Customer Service Representative

Ayesha Khanam Mohd Haneef Mistry

Contact No – +91-916*******

Email Id - ************@*****.***

LinkedIn Id - https://www.linkedin.com/in/aayesha-mistry-260ba8152 Address -Ghatkopar West,Mumbai- 400086, Maharashtra, India PROFESSIONAL SUMMARY

Committed Professional with 5.5 years of experience serving as primary analytic/Operational support and developing processes to track and monitor Business. Skilled at creating efficient reports to support effective business decision making. Good presentation & Communication skills; proven ability to deliver recommendations in a way that drives fosters company-wide adoption and continuous improvement.

WORK EXPERIENCE

Deputy FinOps Manager December 2022- Present

Liquiloans - NDX P2P Private Limited,Mumbai.

• Ensuring all the loans & the reconciled EMI data is incorporated in the system.

• To evaluate the invoicing/billing process of interest and PF sharing for all the partners.

• Ensuring the NPA settlement procedure per the agreed terms & making sure the FLDG compliance are followed by all the partners.

• Monthly Audit of Collection MIS to examine the Incentive Workings for Collection Executives.

• Monthly CIBIL Reporting to 4 Bureaus – CIBIL, Experian, Equifax and CRIF

• Addressing borrowers’ grievances regarding incorrect information appearing in Bureau reports by rectifying the same through OLMs & online Portals.

• Ensuring to update the system with several Loan Cancellations and identifying Refunds to Borrowers / Dealers.

• Performing day-to-day administrative work like Updating systems with Cancellations, Refunds, Emi Markings & Settlements.

• Creating and Maintaining Trackers for several Partners in order to monitor and reconcile data.

• Ensuring to address queries of Dealers and customers within the set TAT to establish and maintain a longterm relationship with business partners.

• Daily, Monthly or Quarterly MIS reports to Higher Management. Business Analyst June 2022-August 2022

TARCO (Tareq Al Rahmanyah Bldg Cont IIc) Sharjah,UAE

• Working with the management team to establish project objectives, budgets, and timelines, monitor progress and evaluate performance.

• Help identify risks, assumptions, and constraints for deliverables.

• Research and introduce technological advancements.

• Act as a liaison between various business units, technology, and support teams.

• Publish project reports (and present) and collaborate on a weekly and/or monthly basis with key client accounts and management.

• Carry out financial analyst duties such as rate of return, depreciation, working capital,investments, budgeting, and financial performance comparisons.

• Develop project plans, manage various projects and monitor performance by formulating reports based on project scheduling and timetables for deliverables.

• Provide technical support to field staff.

• Effectively communicate insights and plans to cross-functional team members and management. Sales Analyst November 2019 - June 2022

Ergode It Services Pvt ltd Mumbai

• Examine monthly, quarterly, and annual sales reports to identify sales patterns and areas for improvement, comparing actual sales data to revenue projections and expectations.

• Assess marketplace data, including competitors, to identify areas where the company can increase its efforts.

• Analyze, evaluate and assess pricing structure. Building relationship with the supplier and improving the sales potential.

• Develop reports showing expected sales and the potential effects of new strategies to aid in decision- making.

• Act as the POC of all the Carriers related queries/discrepancies.

• Working closely with the technical team to develop tools and dashboards.

• Examine and Analyse Weekly & Monthly Invoices for 3PL- Third partner logistics.

• Manage and Maintain the inventory at the warehouses and act as the POC of all the warehouse related queries/discrepancies.

• Training, assigning work and Monitoring New joiners/Junior team members. Customer service representative May 2018 - Nov 2019 Ergode IT Services Pvt.Ltd. Mumbai

• Worked as an e-commerce customer service executive, the major task was to deal with the customer messages, customer queries, complaints, know-how of the products sold i.e. providing the product details to the customer such as size, color, weight.

• Acting as the key coordinator between the customer and the supplier in case of return request or damage/defective products.

• Maintaining the Feedback percentage on the portals, Simultaneously working on the negative feed backs by convincing the customers and respective marketplaces to remove them.

• I have worked on Amazon com,eBay.com, Sears, Walmart.com,Walmart. CA, New-egg and NeweggB2B for my company.

• I have gained brilliant knowledge of customer service, not only customer service I also have knowledge of Listing products, Increasing sales,order processing as well as handling pre-shipment issues.

• Assigning and monitoring the work done by juniors.Sending Weekly Monthly Reports to the respective managers.

Education Counselor - Part Time Job Apr 2016 - Sep 2017 Mission Career Mumbai

• Inviting the Students for a meeting.Counseling the students about the various education programs/packages available.

• Handling and forwarding the documents to the team.

• Managing the IELTS classes conducted by company members.

• Doing petty work such as maintain data for receiving cheque s and payments and depositing the cheque in the bank. *This was a part time job with a traditional work environment. Network Marketing Executive Apr 2015 - Jul 2015

Ebiz.com Mumbai

• Meeting and Convincing people to join e biz.

• Promoting the computer products.

• Creating a chain of team and trying to increase it.

• Created a team of 6 people, bringing business of 1 lac (INR) EDUCATION

Master of Commerce - “First Class” May 2018 - Oct 2020 Mumbai University Mumbai

Bachelor of Commerce - “A Grade” Apr 2016 - Apr 2018 S.K Somaiya College of Arts, Science and commerce Mumbai PROFESSIONAL CREDENTIALS

Sales Analyst, Business Analyst, Customer Service, Education counselor, Networks Marketing Executive, Warehousing, Third Party logistics, Logistics, shipping, Team management, NBFC, FinOps, Reimburse, Disburse, Loans, Accounting, Profit and Loss.

LANGUAGES KNOWN

English - Proficient, Hindi -Native, Marathi – Fluent, Urdu -Native, Arabic - Intermediate Reader SKILLS & ABILITIES

Proficient in Microsoft Office Suite, Microsoft Advance Excel, Word, PowerPoint.

Good Knowledge of Financial Modelling & Accounting.

Good knowledge of Ecommerce and Logistics Operations/Marketplaces.

Basic Knowledge of Network Marketing/Campaign Creations.

Proficient Analysis and Report creation skills ; Strong Communicational Skills.

Hands on Newly developed tools such as Power Bi, Excel with Chat Gpt & Chat Gpt. PERSONAL SUMMARY

Date of Birth- 06th October 1996

Nationality- Indian

Marital Status- Single

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