Customer Manager
Resume:
Sumaira Sarfaraz
Mobile: 971*********
Email: adg1h1@r.postjobfree.com
CAREER OBJECTIVE
To work in an organization which offers a job involving high degree of challenge, responsibility, opportunity, and a chance to develop and prove my skills. PROFESSIONAL SNAPSHOT
● Accomplished and result oriented professional with over 10 years of multi-faceted experience in Collections (B2C) & (B2B), Cash applications & Customer Master Maintenance (CMM).
● Expertise in effective management of customer relation operations and ensuring maximum customer satisfaction through providing quality service and ensuring adherence to service quality norms.
● Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer relationship management.
● SME – Collections & Cash application for Quality Assurance initiatives and Training modules.
● Initiated quality projects for process and productivity improvement.
● Implemented the concept to measure Efficiency, Productivity and Utilization within the process. QUALITY IMPROVEMENT PROJECTS:
● Saved the company $353,000 a year by coding customers as tax exempt.
● Identified a Business Impact project worth $ 3.5M. WORK EXPERIENCE:
Apex Services (Damac Properties affiliate) May 2018 – June 2019
Call Center Team Lead
UAE – DUBAI
● Taking care of complete end to end operations related to call center.
● Handling all the escalations
● Hiring, training, coaching, and leading call center representatives as they provide support for customers and giving them feedback if needed.
● Preparing reports and analyzing call center data to improve processes.
● Ensure resources are properly allocated and maximize efficiency and customer satisfaction.
● Make outbound calls for multi clients in Collections and settle payments with the customers, keeping full view of business parameters.
● Call the customers and get the feedback about the service and issue c-sat score to the team. Associated Auto Solutions India Private limited June 2013 – Mar 2018 Accounts Manager
Chennai – INDIA
● Handling US based inbound and outbound calls for a Finance Company which is one the largest Car Dealerships in the state of Ohio.
● Reduced the percentage of the delinquency rate from 19 % to 10 %
● Handled a portfolio worth $2.5 million.
Cap Gemini consulting Services Mar 2012– May 2013
Process Lead / Transition Resource
Bangalore – INDIA
● Successfully completed transition for Wolters Kluwer Heath (Philadelphia) and trained the team in India
● As a process Lead, prime responsibility is to meet the Business SLAs, participating in establishing Process Metrics, Dashboards and aligning the goals of the business for customer satisfaction, monitor the performance by providing feedback on their developmental needs.
● Designed the Training path and prepared customer approved Standard Operating Procedures. Genpact(GE Healthcare)May 2003- Dec 2011
Finance Analyst
Hyderabad – INDIA
● Responsible to create customer accounts in oracle database for OEC.
● Application of cash as per remit details after a thorough research in the database available.
● Researching reasons for credit balance on the customer account.
● Auditing checks to see if application is as per remittance after proper Research & Create SOP’s Strengths:
● Multi-tasking and Ability to work under pressure
● Excellent Communication skills; Hardworking; Positive Attitude; Open to Learning
● Self-motivated & a quick learner.
● Strong interpersonal skills.
● Consistency in performance. Ability to handle multiple & simultaneous tasks and meeting deadlines effectively.
Certified Trainings:
● After marketing services Level 1
● Order to cash level 1 Domain certified
● Multi-client Collections Training Program
● White belt trained
● Lean trained
● Trained in SAP FICO
Education Qualification:
BBA - Persuing Final Year from Jaipur National University Personal Details:
Language fluency - English, Hindi and Urdu.
Gender - Female.
Nationality. - Indian
UAE Visa Type. - Visit Visa
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