Arshiya Jabeen

• Collaborated with cross-functional teams across key operational areas including Large Service Desk, Order Management, and Service Management to ensure seamless workflow.
• Managed complex processes such as multiple returns, refunds, forward and reverse shipments, maintaining high accuracy and customer satisfaction.
• Worked on fraud detection and resolution in areas like Customer Fraud, Seller Fraud, and Product Review manipulation to protect platform integrity.
• Worked with Legal and Compliance teams to manage critical escalations and handled sensitive issues related to Health & Safety, Women & Child Safety, and regulatory compliance.
• Ensured prompt issue resolution and alignment across departments including Logistics, Customer Support, and Tech teams.
• Implemented process improvements in managing delayed shipments, damaged products, order tracking, and packaging, which enhanced delivery accuracy and significantly reduced return rates.
• Handled end-to-end processing of customer refunds, ensuring accuracy, compliance, and timely resolution of payment-related issues. Collaborated with finance, customer support, and order management teams to validate refund eligibility and resolve discrepancies. Monitored refund queues and contributed to policy enhancements that improved customer satisfaction and reduced refund-related complaints. Coordinated with cross-functional teams and stakeholders to ensure seamless collaboration.
• Led the design and analysis of customer experience processes for Flipkart Grocery and Minutes, driving improvements in operational performance.
• Coordinated with multiple stakeholders, utilizing strong communication skills to negotiate optimal solutions and ensure alignment across teams.
• Served as the primary point of contact for all changes and implementations related to customer support and order management.
• Coordinated with multiple stakeholders across various teams to identify and bridge process gaps.
• Reduced leadership and social media escalations by implementing faster turnaround times for high-priority customer queries, resulting in improved customer satisfaction.
• Led a team of 18 members to manage pilot processes and successfully stabilized operations through effective execution and continuous monitoring.
• Controlled revenue leakage by identifying incorrect returns and implementing preventive measures along with strict process adherence to minimize financial losses.
• Efficiently handled escalations, customer grievances, CEO-level concerns, National Consumer Helpline (NCH) cases, and social media complaints, ensuring resolution within defined processes and timelines
• Monitored dashboards and CRM tools, delegated tasks, ensured timely closures, and shared process updates with the team. Prepared minutes of meetings, provided floor assistance, and regularly shared leadership escalation summaries with management. Recognized as a Subject Matter Expert (SME) and served as a team lead to support smooth daily operations.
• Received appreciations from clients and stakeholders, and consistently recognized through multiple Rewards and Recognition accolades for delivering high-quality work and driving operational excellence.

• Performed audit and compliance reviews to ensure adherence to internal policies and regulatory standards. Analyzed financial records, identified discrepancies, and recommended corrective actions. Supported risk management by preparing detailed reports, maintaining documentation, and coordinating with stakeholders. Ensured timely resolution of compliance issues and contributed to process improvements for better governance.

Financial Analysis at a Glance:

• Input financial data into Moody's Risk Analyst application for detailed analysis.
• Generate comprehensive reports highlighting key financial ratios and performance indicators.
• Identify trends, anomalies, and significant figures across the Income Statement, Balance Sheet, and Cash Flow Statement through concise bullet points.
• Cross-verify customer financial data with the Synergy database to ensure accuracy and consistency.
• Support Account Managers in completing financial analysis tasks for each statement, maintaining 100% quality as a standard benchmark.