WASEEM GULZAR
Manager Customer Dispute Management
New Delhi
Summary
Seasoned Manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Manager
Cvent India
Gurugram
12.2017 - Current
- Handling a team of 15+ people who are trained on handling customer disputes and queries
- Disseminating knowledge, providing guidance, and acting as a mentor to my team members to ensure consistent and effective dispute management
- Develop mid-management layer for bigger / broader roles
- Conduct monthly performance reviews and assist the team with development areas
- Resolving Conflicts through collaboration
- Ensuring customer disputes and queries are resolved within SLAs
- Ensure all key metrics are healthy and green
- Generating monthly reports and sharing with leadership
- Optimizing upstream processes to reduce customer disputes
- Ensuring compliance and regulatory standards are met
- Analyze customer feedback to drive continuous improvement
- Continuously identify bottlenecks or gaps and propose enhancements for smoother and faster resolution process
Analyst
Accenture
Gurgaon
01.2016 - 10.2017
- Identifying and investigating cause of customer deductions.
- Handled on an average 50 deduction cases per day.
- Reaching out to customer and seeking documentation for deductions
- Recording deductions in system to ensure correct categorization and action
- Analyzed customer deduction trends to identify discrepancies and resolve issues promptly.
- Reviewed and investigated customer deduction claims to ensure validity and compliance with company policies.
- Conducted root cause analysis for recurring deductions, providing actionable insights to improve processes
Associate
E-Info technologies
Delhi
01.2011 - 12.2015
- Achieved a record of 150 contracts set up in a single month, marking the highest number of contracts processed in one month.
- Collaborated with project managers to ensure invoices align with customer prerequisites and requirements.
- Managed the setup of customer contracts in the system, ensuring timely invoice delivery.
- Ensured compliance with the correct revenue recognition process.
- Assisted customers with any requests for invoice customization.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Education
Bachelor of Business Administration -
Kashmir University
Kashmir 01.2007 - 12.2010
XII -
Govt Boys Higher Secondary School
Kashmir 01.2006 - 12.2007
X -
New Green Land High School
Kashmir 12.2005 - 12.2005
Skills
- Excellent verbal and written communication skills
- Ability to negotiate and mediate
- Strong Analytical Skills
- Problem-Solving Skills
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Time management
Staff development
Accomplishments
- Received the lead of the quarter award twice in the same year.
- Recognized as the company's most valuable player after 2 years with Cvent.
- Received new joiner of the year award.
- Recognized as the best customer-centric employee of quarter at Accenture.
- Won 5 blue ribbons and 1 gold award at E-infotech.
Timeline
Manager
Cvent India
12.2017 - Current
Analyst
Accenture
01.2016 - 10.2017
Associate
E-Info technologies
01.2011 - 12.2015
Bachelor of Business Administration -
Kashmir University
01.2007 - 12.2010
XII -
Govt Boys Higher Secondary School
01.2006 - 12.2007
X -
New Green Land High School
12.2005 - 12.2005
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