Customer Service & Operations Specialist | QA • P2P • E-commerce Support | 9

Experienced in managing high-volume tickets, email and chat support, and generating reports using Zendesk Explore for performance tracking and insights.

Hands-on experience managing orders, subscriptions, customer accounts, and resolving fulfillment and delivery issues in an e-commerce environment.

Proven ability to manage multiple priorities, meet deadlines, and maintain accuracy in fast-paced, remote work environments.

Advanced user of Microsoft Excel for reporting, data analysis, reconciliation, and dashboard creation. Experienced in using formulas, pivot tables, and structured spreadsheets to support QA, service desk, and P2P operations.

Throughout my professional journey, effective communication has been a cornerstone of my success. I have honed my communication skills through various roles, including Quality Assurance analysis and Service Desk operations. In my interactions with colleagues, clients, and stakeholders, I prioritize clarity, empathy, and active listening. Whether it's conveying technical information to non-technical stakeholders or addressing customer concerns, I ensure that my communication is concise, understandable, and tailored to the audience's needs. Moreover, I excel in written communication, whether it's drafting comprehensive reports, documentation, or email correspondences. I pay meticulous attention to detail, ensuring accuracy and professionalism in all written communications. Furthermore, my experience as a trainer has allowed me to effectively communicate complex concepts and procedures to team members, fostering a collaborative learning environment.

In my professional experience, I have utilized the ServiceNow tool extensively to streamline IT service management processes and enhance operational efficiency. As a Service Desk Agent, I have leveraged ServiceNow's ticketing system to efficiently manage and resolve user requests and incidents. I am proficient in using ServiceNow's interface to create, prioritize, and assign tickets, ensuring timely resolution and adherence to service level agreements (SLAs). Additionally, I have utilized ServiceNow's knowledge base to access relevant documentation and solutions, enabling quick and accurate responses to user inquiries.

While my access to Microsoft SAP HANA may have been restricted to a viewer role, I have still managed to gain valuable experience in leveraging the platform to access, analyze

Certified Quickbooks Online Accountant ProAdvisor

I am proficient in various aspects of P2P, including vendor management, purchase requisition processing, purchase order creation, invoice processing, and payment reconciliation. I have leveraged tools such as SAP, Concur, and Oracle to streamline these processes and enhance transparency and control. Moreover, I have a keen eye for detail and adhere to best practices to ensure compliance with internal policies and external regulations. Whether it's conducting quality assessments, resolving discrepancies, or optimizing process efficiency, I am committed to delivering high-quality results in P2P operations.

I am proficient in using this tool with only a viewer access. However, I can able to navigate it with all the transaction codes being used in different services.