Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
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Shabeena Taj

Bangalore

Summary

Experienced management professional with a proven track record of driving organizational success through strategic planning, process optimization, and resource management. Skilled in fostering team collaboration and delivering results in dynamic environments. Highly adaptable, reliable, and committed to achieving operational excellence. Seeking opportunities to optimize business processes, drive team success, and demonstrate effective collaboration and strong leadership skills in response to changing business needs.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Lead Deal Management Specialist

Oracle
04.2021 - Current
  • Complete knowledge O2C cycle from scratch to till the provisioning of access
  • Handling queries and Escalations from sales and stakeholders
  • Preparing reports and tracking the day in and out work and the deliveries
  • Quality check on a daily basis for peers and for the new hires
  • Process simplifying and tracking all the new issues for tracking purpose
  • Keeping a track of queue and working on complex issues
  • UAT testing on the new applications as when the process is simplified or updated
  • Meeting SLA's and assigning work to the team mates
  • Conducting huddles with the team on weekly basis and sharing the performance Reports each month
  • Driving an initiative to reduce the revisions on the requests closed
  • Rewarded in the 2nd quarter of the year during the occasion of rewards and recognition
  • Implemented 4 ideas related to process improvements
  • Trained new joiners in and out of the process
  • Started activity with the team members on a daily basis to keep them updated with the process
  • Conducting test on monthly basis to the team to avoid any diversion in process
  • Cross trained on other processes like AAA and RFX related agreements amendments
  • Created confluence page to get all the details of process in a single link or page
  • SOP's created end to end process flow along with logic gates
  • Conducting Quiz in the team about process update and having healthy competition
  • Spoc for encouraging enroll for class room trainings in the team for self-development
  • Functional Experience in order management and subscription Module in Oracle cloud
  • Order planning
  • This first step in the process sets the stage for the entire customer experience
  • Cost estimation and pricing
  • Scheduling
  • Fulfillment

Lead CEC Operations

Tesco
12.2018 - 04.2021
  • Responsible for managing the team of 15 members
  • CEC is a process, which is more into technical aspects of accounting like PO/AP/AR/GL/Concur-SAP expenses issues-queries/EPM related issues
  • Taking complete ownership to support 7 modules in Finance and monitoring day to day interface issue and reimbursement queries for UK colleagues
  • Responsible to manage the tickets for all the 7 modules mentioned above
  • Driving the shift left activities in the process from level 2 to level 1
  • Responsible to maintain the satisfaction score to 100% with 0 valid reopens
  • Keep a TAT of SLA breach tickets
  • Increasing the resolution of the team each phase by proposing a shift left to level 2
  • Getting the team CI certified and having innovative ideas in place to improve the efficiency
  • Preparing dashboard for the team to keep a track on the performance on weekly basis
  • Having stack in place to know the performance of everyone in the team
  • Getting team cross trained by having a refresher training month on month
  • Monitoring the breaks of the team and conducting quiz and competition to keep them motivated
  • Building good relationship with all the levels which are into CEC field
  • Done a project which saved a cost of 0.7 FTE benefit
  • Creating SOP for the process and getting them signed off
  • Preparing QC tracker for the team to measure the quality on the tickets
  • Handling escalation emails from stake holders and from the users
  • Scheduling weekly review meetings with WL3/4's for process improvement

Team Leader O2C

IBM INDIA PRIVATE LIMITED
06.2014 - 12.2018
  • Oracle 11i, Oracle R12 and SAP worked on the Applications and part of implantations
  • Leading a team of 5-6 members
  • Assigning portfolio and work log to the team members
  • Assign individual targets to the team mates
  • Send Cash Forecast projections (Target) to the management and clients on monthly basis
  • Work on Dispute Resolution & Reconciliations
  • Ensure the team is maintaining the assigned portfolio diligently
  • Preparation of monthly dashboards for the team
  • Managing aged debt reports unallocated cash and cash collection
  • Be a part, (weekly, bi-weekly/monthly) client meetings for review
  • Ensure all the SLA are met for the month
  • Take up and resolve escalation calls
  • Performing quality check on the number of accounts worked by the reps in the team and provide feedback accordingly
  • Handling Client issues and queries
  • Take up daily huddles and monthly team meetings
  • Responsible to track and report weekly processing errors and continue process Improvement
  • Escalate unresolved issues to client/management
  • Streamlining procedures and preparation of SOP for smooth functioning in a yearly basis
  • Preparing the Weekly Progress report and sending the same to Quality Department
  • Ensure data accuracy for efficient accounts handling
  • Initiate periodic reviews with management to discuss individual and project performance
  • Identify opportunities for process improvement
  • Take up initiatives and work on process improvement projects for self and motivate the same to team members
  • Take up trainings for the new joiners and refreshers for the existing group for better process knowledge
  • Timely process Knowledge test for the team so ensure all the updates are followed
  • Participate and conduct team building activities
  • Managing a portfolio of 1500 accounts
  • Project on Reduction of Unallocated Cash
  • Streamlining procedures and preparation of SOP's for smooth functioning of the process
  • Was part of the migration from SAP to Oracle 11i for AP process
  • Working SAP-Concur related to expense queries on the tickets basis and resolving their issues related to invoices/pricing etc
  • Subscription issues related to Pearson Applications

Senior Analyst (Mortgage)

ALTISOURCE BUSINESS SOLUTIONS
01.2011 - 01.2014
  • 100 outbound calls daily
  • Working on website to get more details like dwelling coverage and wind coverage
  • Took initiative and worked on a project for Ocwen related to mortgage queries
  • Awarded best performer thrice in the year 2011 and 2012

Education

B.B.M -

H.K.B.K Degree College
01.2011

P.U.C -

J.U.U PU College
01.2008

10th std -

Newton Public School
01.2006

Skills

  • Credit Management
  • Credit Control
  • Risk Management
  • Cash Application
  • Reporting
  • Dispute Management and Reconciliation
  • Training
  • Oracle 11i/R12/ and Fusion
  • Win automation and data loader
  • MS office and Power point
  • PO/AP/AR/GL back end process
  • Concur-SAP (Expenses)
  • EPM-Modules (related to access provisioning)
  • O2C -Cycle
  • Functional experience in Order Management and Subscription
  • Implemented 4 Applications from SAP to Oracle 11i to R 12
  • R12 to Fusion, EPM, HCM
  • Subscription Management and Handling Issues
  • Innovation management
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Multitasking Abilities
  • Team Leadership
  • Operational Efficiency
  • Team building
  • Customer Relationship Management
  • Conflict Resolution
  • Professionalism
  • Strategic Planning
  • Time management abilities
  • Inventory Management
  • Adaptability
  • Quality Assurance
  • Project Management
  • Performance Management
  • Problem-solving aptitude
  • Forecasting
  • Contract Negotiation
  • Supply Chain Management
  • Change Management
  • Key Performance Indicators
  • Stakeholder Management

Certification

  • Yellow Belt -Six Sigma
  • Certified in Marketing/Sales from Hunar Nawaz
  • Enrolled for International Association for Contract and Commercial Management (IACCM) Program

Languages

English
Hindi
Karnataka

Personal Information

  • Date of Birth: 01/30/91
  • Marital Status: Married

Timeline

Lead Deal Management Specialist

Oracle
04.2021 - Current

Lead CEC Operations

Tesco
12.2018 - 04.2021

Team Leader O2C

IBM INDIA PRIVATE LIMITED
06.2014 - 12.2018

Senior Analyst (Mortgage)

ALTISOURCE BUSINESS SOLUTIONS
01.2011 - 01.2014

P.U.C -

J.U.U PU College

10th std -

Newton Public School

B.B.M -

H.K.B.K Degree College

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Shabeena Taj