Sophia Raj

  • Sharjah Sharjah
Sophia Raj

Work History

Work History
Dec 2010 - Present

Customer Service Executive

Emirates Bank NBD PJSC

1.Delivered customer service to customers who called into the call center.

2.Built customer satisfaction and loyalty by providing best customer service.

3.Provided timely and effective resolution to a range of customer queries related to the product/ service.

4.Strive for one-call resolution of customer issues.

5.Complete ongoing training to stay abreast of product, service and policy changes.

6.Demonstrate best judgment in the disbursement of adjustments and credits.

7.Increase the customer experience by providing information on new products, plans, and services through             up selling opportunities.

Apr 2008 - Nov 2010

Billing Operations Analyst - Fixed Enterprise operations

Du- Emirates Integrated Telecommunications Company PJSC¬

Du opened for business in 2006,offering mobile and fixed telephony, broadband connectivity and IPTV services to individuals, homes and businesses.A rapidly-growing enterprise,DU has over 2,000 staff,from over 60 countries,working to enhance and expand our bouquet of service offerings.  

As a billing analyst,my responsibilities included to:

  1. Oversee telecommunication invoice processing via a third party invoice processing system.
  2.  Review and audit telecommunication vendor invoices including simple and complex voice and data services, i.e. circuits, frame relay, internet, MPLS private lines, ISDN, POTS, toll free, long distance, teleconference, and wireless devices.
  3. Ensure invoices are billed accurately for services at contracted rates and proactively address all discrepancies in a timely manner. Identify unauthorized charges. Claim disputes with vendors as necessary, and manage to resolution.
  4. Compare/input invoice information into third party invoice processing system where telecommunication inventory resides. Validate accounting structure (business units, general ledger accounts, operating units) are accurate and reflect the current state of accounting structure.
  5. Maintain documentation, monitor, and resolve telecommunication billing inquiries, disputes, and connection issues related to billing.
  6. Ensure invoices are consistently paid on a monthly basis, and validate status of past due balances carried forward on any invoice. 
  7.  Analyze monthly telecommunication costs for all locations, to ensure consistency and accuracy in allocation of telecommunication costs. 
  8.  Establish process improvements to facilitate the effective and efficient use of third party invoice processing system for management of the telecommunication billing function. 
  9. Work with strategic partners to consolidate individual invoices into summary invoices as needed.
  10. Proactively handle all internal customer requests or inquiries courteously, accurately, and expediently. 
  11. Monitor internal process compliance for telecommunication related user accounts.
  12. Deliver on re-engineering activities to fulfill savings commitment.
  13. Managing inquiries in relation with pre-paid and post-paid accounts for Small Offices and Household Offices(SOHO); Small-Medium Enterprise(SME); Powered-SME and Large Company accounts (Corporate Accounts)
  14. Dealing with inquiries on Blackberry services and solutions.
  15. Handling customer grievances and appropriately dealing with complaints.
  16. Educating and assisting customer with newly launched products and services.
  17. Handling Network related inquiries (A project by the Telecommunication Regulatory Association)
Oct 2007 - Apr 2008

Senior Customer Service Advisor (Collections)

Zenta Financial Services

Zenta, a leading provider of residential and commercial mortgage processing services in the United States

As a senior customer service advisor in the collections team,my responsibilities included:

  1. Represent the organization and interact with customers to provide product details and resolve customer queries
  2. Tackle aggressive customers and sensitive issues patiently yet tactfully
  3. Extend a friendly and courteous assistance towards the customers and ensure optimum consumer satisfaction
  4. Maintain the consumer database accurately and update it on regular basis
  5. Responsible to improve the sales figures of the organization and enhance its goodwill among customers by extending quality services 
  6. Handling customer queries pertaining to their accounts.
  7. Providing accurate information to provide first call resolution.
  8. Calling the customer to follow up with their queries.
  9. Checking the level of customer satisfaction and building better relations.
  10. Taking supervisor calls and handling client emails.
  11. Providing prompt and accurate response to the company’s managers and account responsible regarding their companies accounts.
May 2005 - Oct 2007

Financial Analyst

Adventity

Adventity(acquired by the Sutherland group) is a leading business enabler offering end-to-end solutions to a diverse global business community, including some of the world's top financial institutions and Global 2000 companies. Headquartered in New York City with offices in North America, Europe, Middle East and Asia, Adventity provides business solutions with the twin objectives of revenue maximization and cost minimization using Industry specialists with strong domain knowledge in each of the vertical business segments it operates in.

As a key financial analyst,my responsibilities included :

  1. Keeping check on the market situations and altering as per changes.
  2. Providing daily market updates to the loan officers for reference.
  3. Training the loan officers about the newly launched loans and benefits.
  4. Communication with the clients to get better deal and build business relations.
  5. Communication with the account mangers to provide an insight of the customer profile to the account managers.
  6. Checking the eligibility criteria of the applicants.
  7. Verification of the documents and giving brief idea to the underwriter.
  8. Delegating the job amongst the desk and maintaining the turn around time to enhance productivity.
  9. Authority to approve or deny a loan based on the eligibility.
  10. Reporting to the COO to provide him the status of market and suggesting strategies to improve business relations.

Education

Education

Secondary School Certificate

SJBHS

Higher School Certificate

SJBHS

Bachelors in Commerce

Mulund College of Commerce

Skills

Skills

Database management

Probability Analysis

Statistical interference and forecasting

Analytical and Problem solving abilities

Microsoft office applications

Understanding and implementation of cellular terms

PowerPoint Presentations

NYLX Solutions

Citrix Systems, PeopleSoft and Seibel (CRM applications)

Blackberry Solutions and Services

About me

I am an amiable person to get along in any sort of activity assigned. I have got the quality of performing the best in whatsoever kind of work assigned to me. Having stayed off home town for long spans of time for the under graduation and Training, I have got the capability to work in any place and environment. I have got the retaining quality and short learning curve, love to complete the given projects / task within dead line. I love working extra mile to achieve the goal and have a burning desire to learn new things specially market research.

Areas of strength

Ability to work and perform even under pressure.Confident and well composed.Participating in group activities and taking additional responsibilities.Organizing and providing assistance in various social events.Productive, reliable, with proven ability to deliverExcellent people skillsExtensive background in sales and service

Languages

English

Hindi

Marathi

Konkani

Tulu 

Key competencies in work history

Have been appreciated on numerous occasions by the clients and offered recognition by the company for excellent performance.Have received awards on quarterly basis for achieving monthly targets within the specified time.Supervising and handling the daily reports in absence of manager on the floor.Conducting training for loan officer’s to be familiar with the new products in the market.Actively identifying new areas for learning; generating innovative solutions to deal with work problems and opportunities

Software and programming

Blackberry Solutions and Services.

Citrix Systems

PeopleSoft 7

Seibel (CRM applications)

NYLX Solutions

Net cracker

Siebel (CRM)

ERP

BSCS (Billing software)

Oracle

MS DOS

Tally 5.2

CISCO Systems

MS Office

Peachtree

Work Oriented talents

  1. Strong leadership & communication skills
  2. Ability to successfully pass various performance tests appropriate to position.
  3. Excellent ability to use word processing equipment and/or    software applications on personal computer.
  4. Strong ability to exercise judgment and tact in dealing with the public, and other employees.
  5. Demonstrated ability to enter data using computer applications.
  6. Ability to work under minimal supervision and    prioritize work.
  7. In-depth ability to clearly explain policies, procedures and   regulations
  8. Remarkable ability to identify and correct errors in English usage, sentence structure and punctuation; perform basic arithmetic calculations
  9. Immense ability to communicate with others and to assimilate    and understand information, in a manner consistent with the    essential job functions
  10. Remarkable ability to speak and understand the English language in conjunction with five Indian regional languages.
  11. Proven ability to take and record dictation for letters, reports,    and other correspondence and to transcribe these notes into    finished copy,
  12. Strong ability to operate assigned equipment.
  13. Enviable ability to make sound decisions in a manner consistent with the essential job functions
  14. Able to identify problems and promote solutions
  15. Interpret instructions and carry out policies accurately.
  16. Good team player
  17. Cultural awareness

Interest

Currently undergoing training for Indian Classical Dance.

Participated & Won prizes in Dance competitions at various levels.

Interested in swimming, skating, sketching and meditating.

Attended certificate course for FIRST AID-FIRE FIGHTING-RESCUE COURSE and qualified the course.

Attended and completed Advanced level of Art of Living course.

Summary

Administration and Finance professional beholding concrete work experience in finance,banking and  telecommunications industry;possessing strong academic background in accounting combined with over seven years work experience in accounting/call center operations. Expert in processing business and finance analysis,billing operations, Tier I and Tier II processing, people management, overseeing Team Leads,CRM applications,computer-telephony interface (CTI) and MS Office packages.