Arfa Khanum
Bangalore
Summary
Dynamic Grievance Officer at Flipkart with a proven track record in resolving complex customer escalations and enhancing client satisfaction. Expert in real-time problem solving and financial statement preparation, leveraging strong stakeholder management skills to deliver impactful solutions. Committed to driving operational excellence and fostering positive customer experiences.
Overview
8
8
years of professional experience
Work History
Grievance Officer
FLIPKART
Bangalore
05.2025 - Current
- Handling CEO-level escalations and Level 3 (L3) grievances.
- Providing final resolutions to customers with complete ownership.
- Managing the highest-priority and most sensitive customer escalations.
- Offering real-time solutions for complex issues.
- Handling calls, emails, and messages as per customer requirements.
Executive - Customer Support
FLIPKART
Bangalore
09.2023 - 12.2024
- Handled customer queries efficiently.
- Delivered timely and appropriate resolutions.
- Performed real-time problem solving for diverse customer issues.
- Resolved a wide range of customer concerns.
Senior Operations Executive
STARTEK
Bangalore
03.2023 - 09.2023
- Managed Flipkart escalations (payments, listings, order issues).
- Provided resolutions to clients and internal stakeholders.
- Addressed multiple client queries with accuracy and timeliness.
- Supported Key Account Managers of Flipkart with operational tasks.
Audit Assistant
BSRS & Associates
Bangalore
05.2019 - 08.2022
- Conducted Tax, Statutory, Internal & GST Audits.
- Prepared & finalized Financial Statements with Notes to Accounts.
- Computed Income Tax for Individuals, Firms, Companies & Professionals.
- Filed Income Tax Returns for Individuals, Companies, Firms & LLPs.
- Calculated Advance Tax for various entities.
- Reviewed internal control systems & recommended improvements.
- Prepared Trial Balance, P&L Account, Cash Flow & Balance Sheet.
- Scrutinized Debtors, Creditors & Expenditure.
- Processed invoices and followed up on receivables.
- Drafted agreements, replies to notices, and demands.
- Prepared Net Worth Certificates, Audit Reports & Management Letters.
- Used Pivot Tables, VLOOKUP, XLOOKUP for analysis.
- Managed PAN/TAN/DSC applications, GST challans & TDS challans.
Executive
AEGIS Ltd.
Bangalore
02.2018 - 02.2019
- Onboarded sellers to Flipkart marketplace.
- Assisted clients with GSTIN registration via CA firms.
- Resolved client queries effectively.
Education
CA-INTER (incomplete) - Accounting & Finance
Institute of Chartered Accountants of India
01.2023
B.Com - Finance & Accounting
Bangalore University
01.2017
Pre-University - Accounting & Finance
Dept. of Pre-University Education
01.2014
SSLC -
Karnataka Secondary Education Examination Board
01.2012
Skills
- Customer Grievance Handling
- Audit & Taxation
- Financial Statement Preparation
- MS Office (Excel, Word)
- WINMAN CA ERP
- WINMAN TDS
- ClearTax
- Government Portals (IT Portal, MCA Portal)
- Client Handling & Stakeholder Management
- Real-time Problem Solving
Accomplishments
- Completed 100 hours of IT Training & Orientation (ICAI).
- Completed 3-year Articleship (2019-2022).
- Experience in statutory audits, GST audits & taxation services.
- Handled e-filing of Income Tax Returns for individuals.
Timeline
Grievance Officer
FLIPKART
05.2025 - Current
Executive - Customer Support
FLIPKART
09.2023 - 12.2024
Senior Operations Executive
STARTEK
03.2023 - 09.2023
Audit Assistant
BSRS & Associates
05.2019 - 08.2022
Executive
AEGIS Ltd.
02.2018 - 02.2019
CA-INTER (incomplete) - Accounting & Finance
Institute of Chartered Accountants of India
B.Com - Finance & Accounting
Bangalore University
Pre-University - Accounting & Finance
Dept. of Pre-University Education
SSLC -
Karnataka Secondary Education Examination Board