Summary
Overview
Work History
Education
Core Competencies
Timeline
Generic

SAMIRA SULTHANA

CHENNAI

Summary

A versatile and meticulous Operation Manager with 10+ years of comprehensive experience in Human resources, Financial Planning & Analysis, Sales Management, MIS Reporting and CRM. Exhibited Leadership potential, Personnel management skills. Strong emphasis on team collaboration and achieving organizational goals. Known for adaptability and reliability, with skills in conflict resolution, performance management, and strategic planning. Highly valued for leadership, communication, and problem-solving abilities.

Overview

10
10
years of professional experience

Work History

Assistant Manager - Operations

TELEPERFORMANCE
02.2023 - 08.2023
  • Coordinate daily customer service operations(e.g., Daily core activities, Quality, Training (Core and Process))
  • Track the progress of weekly, monthly, quarterly and annual objectives
  • Evaluate employee performance and identify hiring and training needs
  • Prepare and evaluate KPI Reports
  • Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity
  • Analyses and reports on business performance by means of: Monthly performance, AOP/Budget, product/market/function/customer/integral profitability, quarterly forecasting, strategic planning, cost control, target setting / remuneration, pricing/margin analysis, etc
  • Analyzing and improve organizational processes, and work to improve quality, productivity, and efficiency
  • Conducting regular audits to ensure the process is functionable and presentable

Client Relation Manager - Head Office

SANSKRRITI
10.2021 - 07.2022
  • Understanding and helping to meet the targets and aims of the client
  • Make Commercial Decisions to make Monthly and Annual reports are prepared and been discussed with the CEO and Managerial Team
  • Completed the Financial Budget for FY20 for Maintenance, Utilities and Operating Supplies Expenses using a Zero-Based Budgeting/Driver Based Budgeting approach
  • Leading a Successful Team of 14 members and ensuring tasks has been allocated efficiently having time management and delivery date in consideration
  • Researching Industry Trends and providing strategies to colleagues about client requirements and new sales opportunities
  • Identified areas with weak process controls, leading to financial leakages
  • Developed the Budget for the above-mentioned heads at the level of the Individual Cost elements which are responsible for driving overall value

Team Lead – Financial Planning & Analysis

ZERT PVT LTD
03.2020 - 04.2021
  • Prepared and presented the monthly financial performance for each of the businesses before the top management
  • Determine, implement, and evaluate business metrics to meet ongoing organizational and customer information needs
  • Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
  • Auditing & analyzing the business metrics of every sales team within the organization and presenting it to the management on monthly, quarterly and on demand basis
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints
  • Observe performance of team members to identify their strengths and weaknesses and decide to strengthen their lose ends
  • Participated in internal business areas to solicit end user requirements, gain understanding of the purposes of various processes, ensuring full understanding of issues and enhancements that need to be addressed

Senior Billing Analyst- AR

DHL Asia Pacific Shared Services SDN.BHD
06.2019 - 02.2020


  • Data Cleansing and Generation of Ageing reports based on the status of Service Now Procurement tickets as per SLA / operations metrics
  • Analysis and validation of reports, creating Standard Operating Procedure (SOP) a document consisting of step-by-step information on how to execute the report / task and likewise timely updating of amendments to the pre-existing SOPs
  • Being a primary SPOC, handling multiple tasks and managing conflicting priorities to complete assignments under aggressive time constraints independently
  • Responsible for Analyzing Accounts receivable activity, performing bad debt write offs, posting receivable transfers, mass reversals of transactions and managing reverses for bad debt
  • Responsible for performing the analysis on outstanding issues and unapplied cash to Accounts receivable Manager
  • Responsible for creating and issuing invoices for both sponsored and non-sponsored activity for manual billings
  • Responsible to allocate work to all the respective team members, and to ensure daily report has to be generated and to be sent to the Country Directors/Managers

Senior Billing Associate – Master Data Management

DHL Asia Pacific Shared Services SDN.BHD
03.2016 - 06.2019
  • One point of contact for all the billing related queries related to master data and Tariff for all 224 countries
  • HOLD accounts in order to ensure the shipments aren’t getting invoiced as per the Agreement with the customer and country
  • Documentation has to be followed in order to be aligned with GSOP and global rules
  • Bulk updates have to be done, to complete complex tasks on time, in order to prevent delays in completion of tasks
  • CN/DN queries has been logged and forwarded to specific team for timely action
  • Tariff related queries were handled and resolved as per SLA
  • Billing and Tariff reports to be submitted to the country Domain Managers and escalation calls were handled with on call closures

Customer Service Representative

DHL Express
01.2015 - 02.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

HR OFFICER

Wipro BPO
08.2013 - 01.2015
  • Maintained accurate personnel records, ensuring privacy standards were met in accordance with relevant regulations.
  • Developed and monitored employee recognition programs.
  • Collaborated with managers to identify and address employee relations issues.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Negotiated favorable contracts with external vendors for services such as health insurance plans and training providers.
  • Coordinated annual open enrollment activities; communicated changes/updates regarding benefit offerings.
  • Managed employee benefits programs, ensuring timely enrollment and accurate recordkeeping.

Education

Bachelor of Commerce - Justice

Basheer Ahmed Syed College for Women
May - 2013

Core Competencies

✔ Financial Planning

✔ Financial Analysis

✔ HRMS

✔ Vendor Negotiation

✔ Financial Reporting

✔ MIS Reporting

✔ Financial Analytics

✔ Strategic Planning

✔ Financial Forecasting

✔ Zero Based Budgeting

✔ MS Office - Word, PPT and Excel proficiency

✔ Knowledge of SAP

Timeline

Assistant Manager - Operations

TELEPERFORMANCE
02.2023 - 08.2023

Client Relation Manager - Head Office

SANSKRRITI
10.2021 - 07.2022

Team Lead – Financial Planning & Analysis

ZERT PVT LTD
03.2020 - 04.2021

Senior Billing Analyst- AR

DHL Asia Pacific Shared Services SDN.BHD
06.2019 - 02.2020

Senior Billing Associate – Master Data Management

DHL Asia Pacific Shared Services SDN.BHD
03.2016 - 06.2019

Customer Service Representative

DHL Express
01.2015 - 02.2016

HR OFFICER

Wipro BPO
08.2013 - 01.2015

Bachelor of Commerce - Justice

Basheer Ahmed Syed College for Women

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SAMIRA SULTHANA