AYISHA TASNEEM
Mangalore
Summary
OBJECTIVE – To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. To make use of interpersonal skills to achieve the goals of a company that focuses on customer satisfaction and customer experience
Overview
10
10
years of professional experience
1
1
Certification
Work History
Real Time Analyst
AMERICAN EXPRESS
10.2018 - Current
- Intra-day call type/segment performance management
- Shrinkage/off-the-phone activities management, intraday schedules management and recommend schedule changes basis business requirements
- Centralized contact for operation leader for real-time business performance management
- Communicate systems, voice response, and telecommunication issues to the relevant teams
- Maintain strong relationships with the operation’s leader to improve overall understanding and awareness of daily/weekly business impacts
- Sending Reports to the stakeholders, I.e
- Shrinkage Reports, Agent Level Reports, Schedule Adherence reports
Associate Claims Handler
EXL SERVICES PVT LIMITED
10.2016 - 09.2018
- Collect accurate information and documents to proceed with the claim
- Analyze a claim made by a policyholder to establish whether it satisfies the policy condition
- Responsibility 3 Guide policyholders on how to proceed with the claim
- Contact tradespeople from a network of approved professionals and arrange for them to make repairs to the policyholder’s vehicle
- Monitor the progress of the claim and investigate potentially fraudulent claims
- Get advice from external specialists, such as loss adjusters and forensic accountants in complex cases
- Ensure customer is treated fairly and that the customer receives excellent service per company guidelines
- Handle any complaints with a claim.
Sr. Customer Representative
ADP INDIA PVT LTD
09.2015 - 10.2016
- Process payrolls for assigned clients and coach clients in the use of our software system
- Troubleshoot problems arising with payroll software and payroll-related systems
- Support Clients in the use of time and attendance software
- Ensure all submitted payrolls are processed completely and accurately
- Ensure assigned clients are billed appropriately
- Manage your day/week so that all daily, weekly, monthly, quarterly, and annual processes are timely and accurately completed
- Process payroll and payroll tax returns including year-end W-2’s.
Customer Service Analyst
HOMEWARD RESIDENTIAL
02.2014 - 09.2015
- Collecting payments by contacting delinquent borrowers by phone, email, or letter
- Resolving delinquencies by following up with delinquent borrowers until they make arrangements to pay their debts
- Communicating with borrowers to determine their financial situation and ability to repay their debts
- Foreclosing on properties that are subject to foreclose sales if the borrower fails to make payments on time or defaults on the loan entirely
- Contacting borrowers to explain the foreclosure process and provide information about options for avoiding foreclosure
- Following up with the borrowers after foreclosure to ensure they have vacated the property
- This also included reviewing the documents related to the sale of a foreclosure property, i.e
- Liens, inspection reports, appraisals, and insurance policies
- If discrepancies are found, we try to communicate with the lender, home inspection services, and insurance companies.
Education
Bachelor - Computer Applications
St. Agnes College (Autonomous)
2013
Skills
- SKILLS SUMMARY
- Data Analysis and manipulation - Excel (VLOOKUP, XLOOKUP, Power Query, Power Pivot, SQL, Python)
- Data Visualization - Power BI/Tableau
- Workforce management - RTA Management, Scheduling (Genesys), Reporting
- Soft skills - Communication & Decision Making
Certification
Data Analytics Certification
Excel: Mother of Business Intelligence
Foundations : Data,Data, Everywhere (Google)
Languages
Hindi
Intermediate (B1)
English
Upper intermediate (B2)
Timeline
Real Time Analyst
AMERICAN EXPRESS
10.2018 - Current
Associate Claims Handler
EXL SERVICES PVT LIMITED
10.2016 - 09.2018
Sr. Customer Representative
ADP INDIA PVT LTD
09.2015 - 10.2016
Customer Service Analyst
HOMEWARD RESIDENTIAL
02.2014 - 09.2015
Bachelor - Computer Applications
St. Agnes College (Autonomous)