Umme Salma S

Aligned to end to end engagement life cycle activities: Drafting SOW, PACE, Pricing, Creating code, Releasing code, ETC, Invoicing, Code Closure and BvA Reports. Tools used Mercury Portal, CCS, GEAR (2k+ engagements)

Aligned to US FSO Tax Services: Tax Efiling (PE and CORP), 1042, 1099 and extensions filing, tools used (Go-System, RPA tool, Partner Forms, Reconciliation tool) expertise in clearing errors and qualifying the locator for Efiling.

Other Tax admin related task like K1 Extraction, K1 Printing, Packaging, PDI, Tax Basis.

Apart from this my day to day activities includes the below:

• Develop, mentor and supervise Analysts and Advance Analysts.
• Proactively recognize issues and recommend solutions.
• Proactively seek opportunities to diversify client load and exposure to different teams.
• Demonstrate basic presentation and public speaking skills, while actively participating in meetings.
• Communicate progress and project status to supervisors.
• Take ownership of schedule and proactively seek work when necessary to meet annual chargeability goal.
• Identifying opportunities for process improvement.

• Monitoring cases on daily basis to analyze performance, trend and improvement plan.
• Responsible for building and maintaining positive and professional working relationship with all other departments among organization.
• Identify gaps between departmental training materials and procedures manuals and process maps.
• Provide accurate, consistent and construct performance feedback to agents and management team.
• Investigate process, procedure failures and recommend corrective actions to improve process.
• Responsible for investigating and process deviations and assisting the relevant departments by creating solutions.
• Took ownership and escalated situations that needed to be handled cautiously and efficiently due to potential impact to the business/customer.
• Complied and distributed daily/weekly/monthly reports to the team leads and managers to improve the quality.
• Conducted training that enabled staff to perform effectively used diverted methods facilitated learning. Performed remote monitoring of work and feedback based on observations and provided one on one training by working side by side with the staff.
• Led calibration sessions with training and operations teams.
• Trained new QA.
• Prepare risk matrix, checklist.
• Identify and suggest changes to predetermined Quality guidelines and policies.
• Develop and maintain Quality assurance procedure documents.

• Worked at Transaction Services Department for a very prominent bank in Australia. As part of job role, I used to generate critical business reports for clients and prepare financial statements for transactions on daily basis. In addition, I use to interact with clients on daily basis to check for product updates and changes to share with entire team. I also upskill new team members and train them on day to day work.
• Key role is supporting data management, client reporting and problem resolution. Work closely with Client Support Services manager and operations team to ensure integrity of data systems.
• Accountable for providing professional timely and efficient service to client requests through processing of routine nature.
• Ensures productivity standards and service level agreements are met and that issues or discrepancies outside of established procedures are escalated to appropriate area/ escalation point for resolution.
• Obtain and evaluate all relevant information to handle product and service enquiries and resolve issues in timely manner.

· To support parent company in UK, by providing high quality, reliable and consistent data processing service, therefore ensuring highest standard of customer service at all times.

· Claims Processing- reviewing and assessing the invoices/bills considering company’s and customer’s policy and exclusions.

· Dealing with provider aged debts, customer query and admin work.

· Addition of new members & transfer of policy from one to another.

· Payment Adjustment Note (PAN)– Finding out excess or wrong payments made to hospital/specialist or to customer which needs to be recouped and re-paid with accurate information and giving feedback about wrong process.