Ayesha Farheen

Roles and Responsibilities- (AT&T Falcon)

• Joined in a Pilot batch for AT&T integrated Solutions and Consulting (Project-Falcon) and was assigned with the AT&T Subject Matter Expert for the Knowledge Transfer sessions.
• During the knowledge transfer sessions, came across two accounts (Sally Beauty and McDonald's for Colocation part) that the SME was handling.
• Gathered all information (that was all related to billing) with regards to the Sally Beauty and McDonald's accounts.
• Started with preparing billing files for both Sally Beauty (US and Canada locations) and McDonald's accounts in US, EMEA, APAC regions.
• The activity in Sally Beauty is to gather details from filed executive, sales etc to prepare the billing files called Service Acceptance form and MCS file to the customer and the billing team.
• Providing MCS files (in the excel spreadsheet using VLOOKUP formula) to the billing team and approving the drafts in order to produce the monthly invoice to the customer.
• Preparing files for the AT&T Capital for any equipment or license charges.
• The activity in McDonald's Colocation is again preparing billing files and the billing report every month in an excel spreadsheet.
• Gathering information from Equinix vendor portal and preparing Equinix Billing files for two sites each in US, EMEA, APAC regions and sending the files to the billing team to process the invoice.
• Receiving final e-file from the billing team and preparing monthly billing report showing each line item for all three regions in one consolidated file and sending it to the external customer every month.
• Developed and implemented client-specific strategies to ensure successful project completion.
• Conducted regular meetings with clients to review the billing files I prepared.

Extra Initiatives-

• Prepared Desktop Procedure showing each action item for both Sally Beauty and McDonald's accounts.
• Provided ides to automate the scope of work as this is all manual at the moment.
• Working a s Backup for another McDonald's account in supporting McDonald Customer across USA for Billable replacements like Spare hardware, additional hardware, access points, billing issues, Restaurant Network Transformation, collaboration with Vendors like DSR.

Roles and Responsibilities- (Verizon - Customer Care and Billing)

• Performed root cause analysis of service issues to identify and resolve problems quickly.
• Provided support to the team with helping them meet the productivity targets.
• Developed and implemented policies, procedures, and standards for operations activities.
• Monitored customer service metrics such as response times and resolution rates.
• Provided technical support to customers regarding product features and usage.
• Analyzed customer feedback data to identify areas for improvement in the service delivery process.
• Maintained detailed records of all customer interactions within the company's database system.
• Created reports summarizing operational performance and presented findings to senior management team/Client.
• Conducted regular meetings with stakeholders to discuss current projects and operations goals.
• Researched new technologies that could be used to improve service delivery processes.
• Provided process training to the new joiners in a team.
• Implemented strategies to optimize operational efficiency while maintaining quality standards.
• Developed plans for responding quickly to customer inquiries or complaints in a timely manner.
• Collaborated with other departments on initiatives related to improving overall customer experience.
• Identified operational and performance issues and worked with managers to resolve concerns.
• Handling escalated cases of the team and providing resolution to the customers.
• Outbound calls to the customers on passive, detractor tickets to understand the issue or what did not go well and provide satisfied resolution.
• Providing Coaching or feedback to the team members as and when required.
• Conducting daily connects with the team to set the target for the day and also weekly call to discuss our performance.
• I was an acting Team Lead handling the team with all the deliverables.

Roles and Responsibilities- (Verizon - Customer Care and Billing)

• Efficiently responding to internal and external customer requests via phone, chat and email.
• Reported any discrepancies or errors in pricing or inventory levels to management.
• Built and maintained relationships with peers and upper management to drive team success.
• Supported management team to facilitate task completion and meet performance goals.
• Resolving all Billing related queries such as any pricing discrepancies, invoice charges explanation etc.
• Providing customer portal access to the customer to monitor and manage the account.
• Supporting EMEA and LATAM region customers with regards to Billing Address change, Cross boarder address change, Invoice format change, Billing Account Number change, Disconnect services, Electronic Billing, Updating purchase order numbers etc.
• Working with Tax team in order to get the Tax number change upon customer's request.
• Following up with Internal customers to resolve the queries via task for credits or any changes in billing tool.
• Handling high escalated tickets.
• Blocking Dunning letters, working with collections team for any Refund, Vendor form updates to the customer.

Extra Initiatives-

• Setting customer's invoices to Paperless (Electronic Billing) or Paper billing upon customer's request in the billing tool.
• Doing Route Cause Analysis on the Escalated, Amber, Detractor tickets to the team.
• Getting on Client calls to discuss the pending actions and to our weekly performance of the team.
• First point of escalation to the team. Managing and providing resolution on the escalated cases.
• Reviewing Desktop Procedures for each type of category every quarter.
• Being part of Quality Audit for promoters, passive and detractor tickets.

Key Accomplishments-

• Received excellent positive feedback from customers and clients.
• Got recognized by the Client several times.
• I was awarded the "Star of Business award" in 2021.
• Promoted as Analyst (Subject Matter Expert), effective June 2022.

Roles and Responsibilities- (Etisalat)

• Greeted customers and provided excellent customer service.
• Managed customer support queues daily; directly supported customers with general end-user inquiries and technical issues in a timely manner.
• Resolved customer complaints and escalated issues as necessary.
• Provided product information to customers.
• Advised customers on product selection based on their needs.
• Demonstrated a strong understanding of company policies and procedures.
• Developed long-term relationships with returning customers.
• Reviewed customer feedback surveys for improvement opportunities.
• Attended training sessions to stay up-to-date on new products and services.
• Managed multiple tasks simultaneously while maintaining accuracy.
• Participated in team meetings to share ideas for improving processes.
• Provided business-clients with efficient support and responded to phone calls.
• Performed first-level core troubleshooting on software system problems and delivered accurate technical solutions.
• Processed critical issues when additional assistance was required by referring user problems to senior-analyst, specialists, supervisors, or other support groups.
• Maintained accurate customer records in professional written formats.

Key Accomplishment-

I was awarded in Rewards and Recognition for being top scorer consistently.