Customer Service Project Analyst

**** ***** ***** **, ******: 512-***-****

ABI KUGAPALAN Austin, TX – 78758. ***.*****@*****.***

PROFILE

Certified Agile ScrumMaster with bachelor’s degree in Business Administration from Trent University. More than four years of people management experience, two years of financial analysis and management of cash flow. More than five years of administrative experience acquired and more than three years of experience in consulting, customer service & sales. SKILLS

§ Excellent oral and written communication skills with the ability to correspond using a variety of mediums (reports, e-mail, presentations, etc.) with all levels of staff, and the general public

§ Well-developed management, organizing, team building and problem-solving skills

§ Detail oriented with exceptional delegation and time management skills

§ Productive self-starter with a strong work ethic with consistently achieving goals CERTIFICATION:

Certified ScrumMaster by Scrum Alliance.

EDUCATION

Trent University- Peterborough, Ontario

§ BBA- Business Administration

§ Committees: Trent Oshawa Student Association’s Elections Committee WORK & VOLUNTEER EXPERIENCE

Project Analyst March 2019 – Present

Teranet – Toronto, Ontario

§ Successfully managed and transitioned an acquisition into Teranet’s finance department

§ Acted as a point of contact to all partners and employees during acquisition in facilitating required resources

§ Played an integral part in analyzing acquisition processes and integrating into existing processes within accepted time frame

Accounts Receivable Analyst Dec 2016 - March 2019

Xerox- Toronto, Ontario

§ Managed a portfolio worth $3-4 million containing over 2500 commercial client accounts and ensured that fluctuating monthly accounts receivable targets were met

§ Analyzed client accounts as per individual contractual terms, and determined necessary course of action based on aging of unpaid accounts, amount, client payment history, business relationship, and etc. to determine course of action for debt recovery

§ Liaised with various departments of business operations including sales, billing, production, and management in resolving client billing disputes, completing payment traces, and updating client data

§ Trained newly hired staff on job process, policies, and necessary software applications Business Developer Aug 2015 - Dec 2016

University Canada West- Toronto, Ontario

§ Identified potential leads through research, and by attending both domestic and international networking events, conferences, and industry events

§ Coordinated and established successful partnership agreements between educational agencies and University Canada West, and maintained working relationships by building rapport and setting up meetings

§ Collaborated with the marketing department in creating and implementing new marketing initiatives through research gathered

§ Trained international and domestic educational agencies on degree program requirements, unique selling points, admission process and policies

§ Assisted educational agents in completing student application packages through follow up meetings, and updates on new and changing requirements Loyalty Program Lead Apr 2015 - Aug 2015

Rogers Communications Incubation (Vicinity Rewards) - Toronto, Ontario

§ Gathered information about the potential client in terms of types of advertising and marketing the company utilizes, population and demographics, industry leaders,

§ Conducted online presentations for business owners/managers proposing marketing techniques to increase revenue using a customer loyalty platform

§ Collaborated with clients in designing and implementing customized loyalty programs

§ Optimized client satisfaction while meeting sales targets by using product/service matching methods, generating quotes and negotiating payment plans Other Projects and Volunteer Work:

Diversity Job Fair: Planned and executed job fair by collaborating with 30+ business leaders to benefit young professionals and new graduates.

Canada Day Carnival: Worked with local businesses to sponsor the event. Brought in 60+ volunteers and organized the carnival by delegating and managing the full day event. Youth Leader (facilitator) - Assisted in organizing, promoting, and coordinating character building activities and games for Youth Alpha

Youth & Young Adults Ministry Lead - Prepared and presented Biblical based teachings on ethics, purpose, accountability, and social responsibility for young people from ages 15-25. Planned and organized various events including community programs for children and delegated tasks to volunteers

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