Lynton Feriha

Summary

Dedicated and detail-oriented Customer Service and Operations Support Professional with over 8 years of experience in the financial services industry. Proven expertise in subscription lifecycle management, including billing, renewals, and cancellation processes aimed at enhancing customer satisfaction and retention. Skilled in delivering exceptional multi-channel support (calls, emails, chats) while collaborating with cross-functional teams to ensure timely issue resolution.
Proficient in data analysis and reporting using tools such as Microsoft Excel and Splunk, enabling performance monitoring and continuous process improvement. Recognized for maintaining high communication standards, proactive outbound engagement, and adherence to corporate security policies while ensuring strict confidentiality and data integrit

Overview

years of professional experience

Work History

Implementation Conversion Analyst

FIS Global Services

02.2021 - Current

Manage end-to-end subscription billing processes, including onboarding new accounts and handling modifications or cancellations, ensuring accurate transaction processing and customer communication.
Provide multi-channel support (phone, email, chat) for client inquiries about subscriptions, billing, and technical issues, resolving problems promptly and courteously.
Collaborate with product, sales, and technical teams to escalate complex issues, streamline workflows, and implement customer feedback into process improvements.
Analyze operational data using Excel and internal tools to monitor key performance indicators, identify trends, and drive efficiency gains.
Develop and maintain process documentation and user guides to support team training and effective change management.
Adhere strictly to corporate security and data confidentiality guidelines when accessing and handling sensitive customer information

Process Expert

Maersk Global Services

03.2017 - 02.2021

Utilized advanced Excel (pivot tables, charts) to analyze shipping and logistics data, generating reports that informed supply chain decisions.
Managed communications with customers and third-party logistics providers, ensuring timely updates and resolving invoice or delivery queries to improve service satisfaction.
Collaborated with cross-functional teams (procurement, finance, operations) to execute supply chain strategies and resolve operational issues in line with business objectives.
Processed invoices and credit memos accurately according to contract terms, maintaining meticulous financial records and supporting account reconciliations.
Attended team meetings to discuss priorities and address outstanding issues, contributing ideas that enhanced departmental efficiency.

Associate / Administrator / Team Lead

Wipro Technologies

07.2013 - 04.2015

Worked collaboratively with team members to meet operational targets and improve overall performance.
Handled customer complaints and inquiries with patience and clear communication, providing step-by-step solutions to resolve issues and ensure satisfaction.
Trained and mentored junior staff, sharing best practices and improving team productivity and service quality.
Led daily operations for a 15-person support team, coordinating with other departments to streamline workflows and minimize downtime.
Monitored team performance metrics (productivity, quality, completion rates) and implemented corrective actions to maintain service standards.

Education

Bachelor of Arts - Commerce

Naipunnya School of Management

Kerala, India

04-2013

Skills

Microsoft Excel (advanced data analysis with Pivot Tables, VLOOKUP, etc)
Project management and Agile methodology (led Scrum sprints)
Written and verbal communication (customer support and cross-functional collaboration)

Subscription lifecycle management (onboarding, billing, renewals, cancellations)
Multi-channel customer support (phone, chat, email)
Analytical problem-solving and process documentation

Timeline