Mahtab Khan

🔹 Transaction Processing / Finance Ops

• Processed high volumes of invoices and financial transactions with 100% accuracy within defined SLAs.
• Handled blocked/parked invoices, credit memos, and payment rejections as part of accounts payable processes.
• Performed daily reconciliations and generated payment proposals to ensure timely and error-free disbursements.

🔹 Customer Service / Case Handling

• Provided support to customers for remittance-related queries across phone, chat, and email channels.
• Ensured first-contact resolution and maintained high customer satisfaction scores (CSAT > 90%).
• Logged and tracked cases using CRM tools; escalated unresolved issues as per standard procedures.
• Reviewed and closed aged/pending cases regularly to maintain operational hygiene.

🔹 Quality & Compliance

• Achieved 100% quality scores consistently in internal audits and compliance checks over globally.
• Monitored daily performance metrics and flagged discrepancies or irregularities proactively.

🔹 Process Improvement / Cross-Team Coordination

• Coordinated with internal teams (finance, compliance, vendor management) to resolve complex issues.
• Participated in internal training and quality circles to enhance process knowledge and reduce errors.

• Assisted customers in troubleshooting and diagnosing issues with computers, printers, and peripheral devices.
• Provided basic technical support to users via phone and email, resolving common issues related to software and hardware.
• Helping customers in installing software’s and subscriptions from Dell Digital locker on online self-serve portal.
• Helping customers with the returns/refunds and replacements (Exchanges & unlike exchanges, short orders, and concession orders)
• Dealing with finance team to help a customer with software& warranty refunds, price-guarantee, concession, reward points & promo gift cards, coupons, shipping refunds, tax refunds.
• Dealing with ISR (Inside Sales Representative), OMD (Order modification Dept), Order Verification, Logistics, FSRD (Finance Service Request Dept) for the process of order capturing, modification, verification, tracking, and fulfilling customer orders until delivery.
• Negotiates with customer using various tools and techniques provided by Dell and monitors and tracks order issues to ensure accurate resolution via inbound & outbound calls, chats, emails, HAC (Handle A Customer).
• Worked with cross functional teams to help a customer with their needs of Dell My Account, Premier Account, and Invoicing (Invoice change & correction).

• Educating customer about India MART, creating profiles, addressing product/service demonstrations on daily basis to the customers and enhancing the overall quality of outputs.
• To generate leads from given database & Identify decision makers within targeted leads and initiate the sales process and communicate to the supplier.