Senior Analyst Customer Services
Resume:
REHAN IQBAL
*******@*******.***
Houston, TX, 77067
Objective
To develop, gain knowledge and skills from a working environment, to be an efficient competitive individual and to give high quality service to the company.
Summary
Over 15 years of extensive experience in Customer Services, HR / Administration and Document reviews
Reviewed and analyzed documents in data cases for retail stores, financial and construction companies.
Ability to plan, organize and prioritize works effectively.
Ability to communicate both orally and in writing in a clear and straight-forward manner.
Excellent Knowledge of MS Office
Experience
Duration : Sep 19, 2022 – May 16, 2025
Company : Deloitte & Touche LLP
Designation : Advisory Project Delivery Senior Analyst Risk & Financial Advisory GPS
Responsibilities
Carefully examined cases to identity and extract sensitive information.
Make decisions for approval or reject cases as per policies.
Maintain confidentiality around sensitive documentation.
Manage the processes around documentation within the organization.
Presented applicant matters for consideration at case review meetings.
Manage requests for documentation.
Act as document review specialist.
Update cases.
Implementing confidentiality policies
Project Involved
State of Florida – Florida Department of Transportation [Mar 12, 2025 – May 15, 2025]
Formulated CAT A and CAT B Contract projects for the State of Florida by creating contract, procurement, and invoice packets.
Reviewed Force Account Labor (FAL) and Force Account Equipment (FAE) projects to ensure proper submission to FEMA.
Performed documentation audits to ensure the State of Florida could submit projects for Hurricanes Idalia, Ian, and Milton.
GOHSEP (State of Louisiana) project [May 20, 2024 – Dec 03, 2024]
Started on the project with focus, started working RRFs with little to no transition time, and processed multiple RRFs.
Assisted various Subrecipients and help them process their closeout RRFs.
Gather Supporting documentation and work alongside the applicant to prepare Packages for all the required data and documentation to enable final closeout.
Aligning costs with the Scope of work of project and working alongside the applicant to resolve issues and assist in the overall reimbursement process.
Housing Assistance Fundings/Wyoming State [Nov 17, 2023 – Apr 29, 2024]
Assisted in case management reviews of applicant submissions for housing assistance in accordance with the grant and state policies.
Use of salesforce to manage incoming applications for mortgage holders and conduct additional research, when necessary, on new vendors
Conducted review of and processed case approval for over 240 cases.
Solve escalation issues in accordance with client and project manager assistance.
Approx 500K in delinquent mortgage, partial claim, utilities, prop tax, HOA/HOI and forward month expenses.
State of Tennessee Department of Health Long Term Care Staffing Program [May 01, 2023 – Nov 03, 2023]
Continued role of Compliance Review for the State of Tennessee for their Long-Term Care Staffing Program.
Completed many Forces Account Labor and Contractor review.
Assisting the Tennesse LTC Staffing Team complete their goal of reviewing 432 cases reviewed.
Taking on the more extensive applications amongst teammates and regularly assisted teammates with any questions they had.
Gained significant experience using the MCR-Relativity platform while completing reivew on this engagement. After the initial review was completed, I was requested to stay on a smaller team to assist with the remaining applications that were sent back to the applicant to request for more supporting documentation.
Emergency Rental Assistance Program/Wyoming State [Apr 26, 2021 – Apr 30, 2023]
Reviewed applications for the state and made recommendations for applicability for assistance.
Became a Lead Reviewer and was consistently assisting teammates with policy related questions.
Completed 30+ applications per day on average.
Gained in depth experience with GovConnect powered by Salesforce.
Originally onboarded as an outside contractor but was able to become an analyst with Deloitte after impressing Senior Management on the engagement.
Assisted with delegation of over $105 million to the applicants for the State of Wyoming.
Duration : April 26, 2021 – Sep 16, 2022
Company : Proficient Business Systems, Inc.
Designation : Document Reviewer
Responsibilities
Carefully examined cases to identity and extract sensitive information.
Make decisions for approval or reject cases as per policies.
Maintain confidentiality around sensitive documentation.
Manage the processes around documentation within the organization.
Presented applicant matters for consideration at case review meetings.
Manage requests for documentation.
Act as document review specialist.
Update cases.
Implementing confidentiality policies
Project Involved
WERAP - Emergency Rental Assistance Program/Wyoming State Thru Deloitte.
Duration : October 28, 2018 – Dec 27, 2020
Company : Samad Inc, Houston, Tx
Designation : Evening Manager
Responsibilities
Carefully examined documents to identity and extract sensitive information.
Updates various case review for promotion of products in databases as needed.
Act as document review specialist.
Update case.
Set up, copy, scan, and store documents.
Manage requests for documentation.
File document in physical and digital records and ensure appropriate storage Setup, copy and scan.
Liaising with all customers and help them completed purchase and promoted customer loyalty and consistent sales by delivering friendly service and knowledge assistance.
Manage the processes around documentation within the organization.
Maintain confidentiality around sensitive documentation.
Retrieve Documents upon requests.
Presented potential client matters for consideration at case review meetings.
Counted and reconciled cash in register drawer at beginning and end of shift
Restocked, arranged, and organized merchandises in front lanes to drive the products sale.
Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
Keeping in touch with suppliers
Processed transactions incusing checks, cash and credit purchases or refunds
Implementing safety policies
Maintaining inventories
Reviewed weekly sales circular and monitored price changes.
Duration : Nov 11, 2012 – Aug 25, 2014
Company : COWI A/S Gulf, United Arab Emirates
Designation : Document Controller
Responsibilities
To control all documents, incoming and outgoing, for the project
Ensuring they are recorded and distributed appropriately and to develop the system and procedure with quality for much more efficient work.
To implement and manage a document control procedure in line with project requirements.
To maintain all files, reports, and certificates on the project, ensuring each is assigned a control number.
To maintain the registers and logs of
Correspondence
Materials submittals
RFI’s (Request for Information)
Shop Drawings
To produce document control reports
To ensure data is entered and stored on the server.
To file all Documents and Correspondence as per the filing system
To distribute documents to the appropriate people as per the procedures
Liaise with QA/QC Manager in formulating procedures and workflows in line with the Project requirement.
Supports audits for quality assurance, internal technical reviews, client reviews and ISO Standard audit.
Duration : March 15, 2005 – March 14, 2012
Company : Al Jaber L.E.G.T Engineering & Contracting (ALEC) LLC - Dubai, UAE
Designation : HR Assistant / Document Controller
Job Description
Dealing with all the employment issues of regarding leaves & tickets
To control all documents, incoming and outgoing, for the project
Employee relations Pay administration.
Absence management
Ensuring they are recorded and distributed appropriately and to develop the system and procedure with quality for much more efficient work.
Responsibilities
Arranging and booking the flight tickets for the whole staff
Keeping tracking of the tickets of the staff
Monitor daily attendance.
Investigate and understand causes for staff absences.
Recommend solutions to resolve chronic attendance difficulties.
Provide basic counselling to staff that have performance related obstacles.
Provide advice and recommendations on disciplinary actions.
Monitor scheduled absences such as holidays or travel and coordinate actions to ensure the staff absence has been adequately covered off to ensure continuity of services.
Inform affected staff or residents of unexpected absences from work and coordinate actions ensuring the continuity of services such as cancellation of events and locating keys.
Maintaining all drawings and documents and their distribution by the software “A site” at Al Raha Development.
Managing all documents from Client, Internal, and Sub-contractors & Vendors as per ALEC’s procedure.
Responsible for following the implementation and maintenance of the company document by QA/QC manager and Admin Manager
Preparing complete registers of all Incoming & Outgoing Correspondence
Reporting on the performance of the document control system
KEY SKILLS AND COMPETENCIES
Excellent telephone manner and high standard of communication skills
Able to deal with highly confidential matters professionally & discreetly.
To manage, coordinate and monitor various aspects of HR functions effectively (about costs, communication and feedback, timely processing and problem solving) including record keeping and preparation of relevant documentation for approval i.e. Implementation of Company/Employee Policies & Procedures (e.g. Leave and benefits).
Liaising with employees to resolve queries in a timely manner and giving feedback on the results.
Projects /Site Involved
ADNOC, ZADCO, Abu Dhabi
Al Raha Beach Development, Al Raha Beach, Abu Dhabi
Shangri-La Hotel – Between the Bridges, Abu Dhabi
Abu Dhabi Airport Expansion of Passenger Facilities – Terminal 2, Abu Dhabi
Head Office Based
Education
Bachelor’s in science mathematics & Statistics, Bachelor Punjab University Lahore, Pakistan in 1995 – 1998.
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