AAFREEN NAWAZ
SUBJECT MATTER EXPERT
Bangalore
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Expertise in handling escalation management by restoring normal service operation at the earliest and minimizing adverse impact on business operations. Motivated and goal driven with strong work ethics, continuously striving for improvement coupled with excellent administrative aptitude and the commitment to offer quality work.
Overview
7
7
years of professional experience
1
1
Language
Work History
Subject Matter Expert
Pretium Enterprise Operations India Pvt Ltd
BANGALORE
05.2022 - Current
- Designed and prepared technical reports, studies and related documentation.
- Supported enterprise and business goals by introducing new product and service offerings.
- Identified and recommended new products based on market research and consumer analysis.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced equipment operation through monitoring, diagnostics and proper maintenance.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Managed user accounts, permissions and group policies for optimal system security.
- Prepared proposal documentation and specifications based on user analytics.
Subject Matter Expert
Practo Technologies PVT LTD
08.2016 - 08.2020
- With an experience in successfully leading Operations team and Support teams from project planning to release and subsequently supporting the system
- Excel at deadline and SLA management, team development and management information reports
- Strong interpersonal communication skills and the ability to communicate with customers, vendors and partners, and across all levels of the organization
- Partnering with internal departments such as Finance,Product, Sales, Technical, to research and resolve customer issues in a timely manner
- Handling CEO escalations, reporting the RCA/RCE with SOP formulation
- Producing new and maintained existing Operating Procedures and Training Materials related to
- Data Quality and Maintenance
- Resolving complaints on priority, tracking Advisor's performance on a daily basis
- Cases like TDS claim, Refund Processing, GST updation and claim requests
- Monitoring associates' login hours and scheduled adherence
- Providing constructive peer feedback and training as appropriate
- Publishing the reports for the process one
- Promoted as a Subject Matter Experts considering the remarkable service delivered to the customers by means of C-SAT received by them
- Demonstrating excellent troubleshooting and problem solving skills
- Adhering to the process defined on both Operations and Quality Legend
- Training on the product knowledge-Internal Software RAY REACH PRIME and QIKWELL
- Creating a safe environment by conducting daily audits, weekly audits, and monthly audits
- Maintaining overall customer satisfaction levels to ensure continuous renewals and reduce churn rates.
Assistant Manager
Axis Bank
08.2015 - 08.2016
- Took a wide range of roles, formed new banking relationships through opening savings/current accounts, facilitating peripheral product sales and providing the utmost in quality customer service
- Maintained ongoing accounts and assisted the branch in daily operations
- Analysed and managed client portfolios to enhance client relationships and experience
- Well versed in Retail Forex operations pertaining to travel cards for corporate and Retail clients
- Had the opportunity to learn about banking products like Mutual Funds, Insurance etc
- Monitored lending transactions for accuracy and company compliance
- Reviewed all required AML/KYC Regulatory requirements for all clients
- Worked with Senior Managers, Lines of Business and other departments to ensure ongoing compliance with AML standards and regulatory requirements
- Responsible for Enhanced Due Diligence reviews of Consumer and Business Banking Customers
- Enhanced knowledge on Finacle software
- NEFT/RTGS
- Salary/DD uploads
- Customer Query Handling, accepting overall responsibility for the bank products.
Specialist
ALTISource Portfolio Solutions Pvt Ltd
11.2011 - 11.2013
- Authorized the preparation and completion of accounts and reconciliation of cash balances
- Valuated and analyzed Appraisal reports (1004, 1073, 1025, 2055, etc.) in the US market which includes both residential and vacant properties
- Provide clients with local, regional, and national perspectives on the real estate market
- Expertise in valuation and processing different kinds of Interior inspection reports (Single
- Products, Double Products, Multiple Products, and BOA etc.) based on client requirement
- Implemented a process called Valuation Queries which deals with clearing queries of US based clients, handled escalations from the clients
- Dealt with Vendor Management process which deals with assigning orders to US based vendors and also managed the vendor fees
- Played a major role in preparing monthly reports, consolidation of production sheets in Excel and preparing the reports which assisted management for the bonus calculation
- Trained new hires.
Education
Master’s - Business Management, Finance
Pooja Bhagavat Memorial Mahajana P.G
Centre
Post Graduate Diploma - Human Resource Management
Bachelor - Business Management
Sri Siddhartha Institute of Business Management
Skills
Teamwork and Collaboration
Attention to Detail
Google Workspace
Problem-Solving
First Aid/CPR
Self-Motivated
Analytical and Critical Thinking
Decision-Making
Active Listening
Flexible and Adaptable
Planning and Coordination
Cultural Awareness
Excellent Communication
Interpersonal Communication
Additional Information
- ACHIEVEMENTS & ACTIVITIES , Awarded employee of Quarter for implementing a new process Maintained consistency in Monthly R & R for top performer. Secured first in retail marketing in National Level Fest, SDM Institute for Management and Development (Mysore). Secured first in human resource, State level management fest Bahadur Institute of Business Management.
Accomplishments
- Achieved end results by completing task with accuracy and efficiency.
- Supervised team of 20-30 members.
- Resolved product issue through consumer testing.
- Documented and resolved loopholes which led to quick problem solving.
- Collaborated with other team of engineers in the development of the operations team.
Timeline
Subject Matter Expert
Pretium Enterprise Operations India Pvt Ltd
05.2022 - Current
Subject Matter Expert
Practo Technologies PVT LTD
08.2016 - 08.2020
Assistant Manager
Axis Bank
08.2015 - 08.2016
Specialist
ALTISource Portfolio Solutions Pvt Ltd
11.2011 - 11.2013
Master’s - Business Management, Finance
Pooja Bhagavat Memorial Mahajana P.G
Centre
Post Graduate Diploma - Human Resource Management
Bachelor - Business Management
Sri Siddhartha Institute of Business Management