Loobna Munawar
Hyderabad
Summary
To notch up paramount prowess in domain of client relations and financial services industry by deputing the state of the art CRM concepts & technology. Work in a professional organization and gain more expertise in public relations, corporate management and business information system techniques and be an asset to the organization.
Experience driven customer centric skills with impressive background of managing a team, Azure billing and subscription management, accounts support and result orientated. Postgraduate in Master of Business Administration in Finance and Commerce graduate with computers from Osmania University having academic knowledge of business management and information systems with skills in accounts and finance. Team lead with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
17
17
years of professional experience
Work History
Team Lead/ Senior Support Engineer (Azure Billing and Subscription Management)
LTI Mindtree Pvt Ltd
Bengaluru, Hyderabad and New Jersey
03.2021 - Current
- Capable of effectively leading a team and collaborating with others
- Hiring and training technical personnel
- Delegating work and assignments to team members
- Collaborating with a team to identify and fix technical problems, Creating end goals
- Conducting security audits to identify areas of improvement
- Guiding the team through technical issues and challenges
- Excellent people management skills and be able to assess your team's long-term goals
- Dealing with premier customers and their PDM’s on a escalated issue and helping the support engineer towards resolution
- Work hands-on and focus on day-to-day tasks as a technical lead
- Effective written and verbal communication skills, to ensure that the team understands their responsibilities
- Meeting deadlines and presenting innovative products
- Proven experience as Billing Specialist
- Adherence to laws and best practices regarding dealing with customers and data
- Assume the responsibility of receiving and sorting incoming payments with attention to credibility
- Manage the status of accounts and balances and identify inconsistencies
- Issue and post bills, receipts and invoices
- Maintaining high CPE of the team while ensuring to meet the targets
- Update accounts receivable database with new accounts or missed payments
- Ensure all clients remain informed on their outstanding debts and deadlines
- Provide solutions to any relative problems of clients with reference to sudden hike in billing because of any specific resources deployed
- Processing refund and waiver to the customer as per the Azure Microsoft policies and procedures
- Write thorough reports on billing activity with clear and reliable data
- Collaborating with multiple Microsoft teams, Queues, Operations and Engineering to drive resolution of the ticket
- Results-driven and patient.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Ensured compliance with company policies and procedures throughout the team.
- Trained new staff in relevant processes and procedures.
Quality Specialist
United health group
08.2011 - 07.2012
- Responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer based in United States
- Responsible for the training of new joiners in the company
- The training also involves the mannerism, etiquette's that makes the overall customer interaction with the customer representative an exception experience
- Design evaluation program to measure the extent of performance and organizational metrics
- While designing the evaluation program the quality analyst should consider the points that has the highest impact on organization progress
- Monitoring and couching the emails and calls of customer representatives is the primary task
- Through this process the quality analyst gathers and analyse the performance of a customer representative and look for the areas of improvement
- Taking individual training session for the representatives that needs more attention and conducting workshops to improve call quality
- Making sure that customer feedback is considered is another responsibility of a quality analyst is to make sure that the feedback provided by the end customers are reported to the management and has been addressed
- Showing Company values their relationship with them and their organization
- This is also beneficial to the company from the industry competition point as well.
Customer Service Executive
HSBC GSC Pvt Ltd
03.2007 - 06.2011
- US based voice process which involves inbound and outbound collection calls and processing of various queue relating to personal or mortgage loan accounts regarding interest calculation, Amortization of payments, payment history, balance & Payoff’s inquiries & others activities relating to loans
- Involved in target achievements for collecting on loans & also selling products like Term life insurance
- Training new joiners about the process policy and procedures
- Call monitoring and giving couching on areas of improvement
- Perform various team duties as required
- Member of events for Rewards & Recognition committee.
Education
M.B.A -
Dr.B.R.AmbedkarUniversity
01.2005
B.COM -
Osmania University
01.2002
Intermediate -
Board of Intermediate
01.1998
SSC -
Board of Secondary
01.1996
Skills
- Effective telephone and query handling skills
- Strong product knowledge and experience in all aspects
- Ability to work both as an effective team member and independently, using own initiative
- Experience with computerized administrative systems
- Computer literate with a good understanding of the Microsoft Office applications like Ms-Word, Ms-Excel, Ms-Power point etc
- Ability to communicate effectively with colleagues, managers and customers
- Well organized and able to plan and prioritize accordingly
- Communication and comprehensive proficiency in English/Hindi
- Performance Improvement
- Leading Team Meetings
Personal Information
- Date of Birth: 09/19/80
- Marital Status: Married
Languages
- English
- Hindi
- Telugu
Extracurricular Activities
Active member of “Motherland Society”, a society for awareness and social cause. Certificate awarded for securing first prize in English Essay Writing at degree level. Certificate awarded for passing UNO Examination. Certificate awarded by APTECH for passing Computer Basic Language at school level. Certificate awarded by Govt. of India for participating as a helping hand for “Mentally Retarded Children”.
Projects
Financial Statement Analysis, BHEL (Bharat Heavy Electricals Ltd.), Comparative Statements, Common size statements, flow Statements, Cash Flow Statement and Ratio Analysis., This Project entitled financial statement analysis is a process Of evaluating relationship between component parts of Statements to obtain a better understanding of the firm’s Financial position and performance.
References
References available upon request.
Timeline
Team Lead/ Senior Support Engineer (Azure Billing and Subscription Management)
LTI Mindtree Pvt Ltd
03.2021 - Current
Quality Specialist
United health group
08.2011 - 07.2012
Customer Service Executive
HSBC GSC Pvt Ltd
03.2007 - 06.2011
M.B.A -
Dr.B.R.AmbedkarUniversity
B.COM -
Osmania University
Intermediate -
Board of Intermediate
SSC -
Board of Secondary
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