Summary
Overview
Work History
Education
Skills
Declaration
Timeline
Generic
Nishat Perween

Nishat Perween

Customer Service and billing Specialist
Hyderabad

Summary

Dynamic Billing Specialist with over 11 years of comprehensive experience in customer support and operations, driving efficiency and enhancing client satisfaction. Proficient in managing invoicing processes, negotiating terms, and resolving billing disputes, ensuring timely collections and compliance with regulatory standards. Demonstrates exceptional analytical thinking and communication skills, fostering collaboration across teams to deliver outstanding service and support clients’ business objectives. A proven leader adept at mentoring team members and streamlining operations to achieve optimal results. Committed to leveraging expertise in customer support analysis and billing to contribute to organizational success.

Overview

15
15
years of professional experience

Work History

Billing Specialist

Lavu POS Technologies PVT LTD.
01.2021 - Current
  • Complete the onboard invoicing as soon as the customer onboard into the platform
  • Playing an integral role in managing collections processes, ensuring timely recovery of outstanding payments and minimizing delinquency rates.
  • Actively participated in ETF (Early Termination Fee) negotiations, collaborating with clients and stakeholders to reach mutually beneficial agreements.
  • Facilitated communication between internal teams and clients to resolve payment disputes and negotiate settlements effectively.
  • Negotiate ETF terms and conditions, leveraging strong analytical and interpersonal skills to protect company interests

    Maintained accurate records of collections activities and ETF negotiations to support audit and compliance requirements.
  • Collaborated with legal and finance teams to ensure adherence to regulatory guidelines during collections and ETF resolution processes.
  • Playing an important role for upsell requests, any existing customers that requires to purchase hardware or software, make sure to bill them correctly and followup with fulfillment team in order to ship the products
  • Answer all queries related to billing for clients via email or Call
  • Take care of the refunds issue, if there is any wrong billing make sure to investigate with the respective teams in order to resolve the discrepancies and process refund
  • Use consultative approach to address clients' needs and business objectives
  • Work with different teams within the organization to facilitate a seamless Customer on- boarding process, ensuring a smooth‘ go live' Work with the customers to design their customer experience and product capability so that the tool provides continued value to the customer and drive long-term productivity satisfaction and growth
  • Closely monitoring adoption issues of assigned Accounts; providing insight to Customers. Feed this back to the Sales, Success and Marketing Teams and working collaboratively with the Marketing team to build Customer testimonials and referral,
    Involved in monitoring the billing cases and resolving the same Closely monitoring adoption issues.

Customer Support Associate

Report Garden Technologies PVT LTD
03.2017 - 09.2019
  • Delivered exceptional customer support, resolving issues and inquiries efficiently.
  • Collaborated with cross-functional teams to enhance product knowledge and service delivery.
  • Managed customer accounts, ensuring accurate billing and timely updates.
  • Developed training materials for new team members to improve onboarding processes.
  • Guide the client to navigate in the correct direction in order to help them to explore the product well
  • Closely monitoring adoption issues of assigned Accounts; providing insight to Customers. Feed this back to the Sales, Success and Marketing Teams and working collaboratively with the Marketing team to build Customer testimonials and referral
  • Analyzed customer feedback to identify trends and implement service improvements.
  • Writing content for the website as per the client's specifications.

Senior Phone Banking Officer

ICICI BANK PVT LTD HYDERABD COOPERATE OFFICE
04.2013 - 02.2016
  • Handle customer interactions via phone, ensuring prompt and professional responses to inquiries related to accounts, transactions, cards, loans, and digital banking.
  • Provide detailed information on banking products, services, and promotions, and support cross-selling and up selling initiatives.
  • Resolve customer issues efficiently and escalate complex queries to appropriate departments when necessary.
  • Monitor and follow up on service requests to ensure timely resolution and closure.
  • Maintain accurate records of interactions and update customer profiles in the system.
  • Adhere to compliance and quality standards, ensuring customer confidentiality and data security.
  • Mentor junior team members and support training initiatives as needed.

Senior Executive in Operations

Tata Business Support Services Pvt Ltd.
12.2010 - 02.2013
  • Oversee day-to-day operational activities to ensure smooth, efficient, and timely execution of business processes.
  • Monitor and improve workflows to enhance productivity, reduce costs, and maintain quality standards.
  • Coordinate with cross-functional teams, including Finance, HR, Logistics, and Customer Support, to streamline operations.
  • Prepare and analyze operational reports, track key performance indicators (KPIs), and implement action plans for continuous improvement.
  • Ensure compliance with company policies, industry regulations, and audit requirements.
  • Manage escalations and resolve operational issues with a problem-solving approach and minimal turnaround time.
  • Support the development and implementation of standard operating procedures (SOPs) and best practices.
  • Contribute to strategic planning and assist senior management in decision-making with data-driven insights.
  • Lead and mentor junior team members, fostering a culture of performance, collaboration, and accountability.
  • Collaborate on system upgrades or process automation initiatives to enhance operational efficiency.

Education

Bachelor of Arts - Hons in English

Ranchi University-Co-oprative College
Jamshedpur, India
05.2001 -

Skills

Critical thinking and problem solving

Communication Skills

Leadership Skills

Ability to Work Under Pressure

Effective Time Management

Microsoft Excel

Microsoft Office

Computer Skills

Customer Service

Analytical Thinking

Declaration

I hereby declare that all the information is true to the best of my knowledge.

Timeline

Billing Specialist

Lavu POS Technologies PVT LTD.
01.2021 - Current

Customer Support Associate

Report Garden Technologies PVT LTD
03.2017 - 09.2019

Senior Phone Banking Officer

ICICI BANK PVT LTD HYDERABD COOPERATE OFFICE
04.2013 - 02.2016

Senior Executive in Operations

Tata Business Support Services Pvt Ltd.
12.2010 - 02.2013

Bachelor of Arts - Hons in English

Ranchi University-Co-oprative College
05.2001 -

Similar Profiles

CREATE PROFILE
Nishat PerweenCustomer Service and billing Specialist