Melissa Qureshi
Columbia,MD
Summary
Experienced Business Management Analyst skilled in budget review, reporting and research. Dedicated to providing maximum results while working within tight budget constraints. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations. Skilled at adapting required tasks to available resources for optimal outcomes.
Overview
15
15
years of professional experience
Work History
Business Operations Analyst 5
Paypal, Inc
02.2023 - Current
- Participated in special and emergent projects, adapting quickly to shifting financial realities to produce exceptional outcomes.
- Reviewed internal systems and organized financial reports to address areas in need of improvement.
- Collaborated with various departments to streamline workflows and optimize resource utilization.
- Implemented data-driven approaches to improve overall efficiency in day-to-day operations.
- Gathered, documented, and modeled data to assess business trends and needs.
- Streamlined business operations by identifying inefficiencies and implementing process improvements.
- Contributed to annual budget preparation by providing variance reporting and analysis.
- Produced detailed and relevant reports for use in making business decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
Business Operation Analyst
Paypal, Inc.
01.2022 - 02.2023
- Created standardized statistical models for use in enhancing and streamlining reporting processes.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Enhanced team collaboration, implementing effective communication tools and strategies.
- Developed comprehensive reports to inform strategic decision-making for senior leadership.
- Managed a team and was able to facilitate growth and trust within our group, as well as growth of each individual
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
Risk Ops Capacity Planning & BI Manager
PayPal, Inc
07.2020 - 01.2022
- Mentored junior analysts in developing their analytical skills and understanding of business intelligence tools.
- Deployed predictive analytics models to forecast future trends.
- Ensured compliance with industry regulations by implementing specific measurements within the BI environment.
- Generated ad-hoc reports to evaluate specific business requirements.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Generated standard and custom reports to provide insights into business performance.
Financial Analyst (Promoted to Sr FA)
Paypal, Inc.
10.2017 - 07.2020
- Optimized cash flow management through meticulous tracking, forecasting, and proactive communication with stakeholders.
- Enhanced forecasting accuracy through the development of sophisticated financial models and tools.
- Strengthened relationships with external partners within the Credit business through timely communication and transparent collaboration.
- Trained junior analysts on best practices in financial modeling, contributing to a stronger overall team performance.
- Developed and implemented financial models to analyze complex information and assess health of organization.
- Increased stakeholder satisfaction by delivering timely, accurate financial information tailored to their specific needs.
- Created and maintained precise and accurate models, charts and reports.
Accountant 3
Paypal, Inc
05.2014 - 10.2017
- Administered daily merchant settlement processes and communicated with payment processors, banks and internal operations
- Completed accounting close, reconciliations and reporting on a daily and monthly basis
- Created and managed reconciliations for projects where necessary for business needs
- Managed and reconciled credit balance refund account on a weekly basis
- Appropriated bank reconciliation to resolve on going issues in order to tie back to cash account
- Collaborated with auditors, internal and external, regarding processes
- Responsible for meeting SLA goals and SOX compliance regulations
- Provided training for existing employees, as well as, new comers on how to execute daily settlement
Quality Support Specialist
Paypal, Inc.
10.2011 - 05.2014
- Audited, communicated, and coached agents on a bi-monthly basis to improve call performance and goal achievement
- Led calibration meetings with Credit Operations leadership to ensure procedural consistency throughout departments
- Ensured Credit Operations supervisors were updated with compliance and trend data identified on agent calls and surveys
- Trained and coached new Quality Support Specialists on departmental processes
- Generated daily Audit Fee Reports and compiled data to analyze monthly trends
- Motivated agents to meet or exceed quality goals, NPS targets and business standards
- Built relationships with various departments throughout Credit Operations to maintain an open line of communication
Operations Support Specialist
Paypal, Inc.
11.2009 - 10.2011
- Audited Fee Reports daily to identify agent errors and provide feedback
- Worked collaboratively with upper management on Customer Service procedures and issues that impact the Research and Escalations department
- Led inter-department meetings
- Increased productivity and efficiency of the department through implementation of incentive-based competitions
- Evaluated customer accounts to determine rewards eligibility and overrode system hierarchy to allocate payments based on preferences
- Reviewed daily Monitoring Settlement Promotional Reports to determine inconsistency trends
- Created a website containing approximately 100 operational procedures for audit reviews
- Researched account information for FDIC, Subpoenas and Litigations; drafted responses to Attorney General Complaints and determined outcomes/responses related to complaints from the Better Business Bureau
- Analyzed customer balances and account history to assign appropriate pricing strategies and annual percentage rate
- Examined bankruptcy reports to establish the updated status of customer accounts
Customer Service Specialist
Paypal, Ebay
03.2009 - 11.2009
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer calls and email inquiries offering a solution or explanation to their problem, question, or concern
- Maintained a high-level of telephone communication and service through the use of effective questioning and listening skills
- Built positive rapport with customers over the phone and applied appropriate actions to effectively control a telephone call
Education
Bachelor of Arts - Business Management
Lynchburg College
Lynchburg, VASkills
- Operational Efficiency
- Creative solutions
- Client Relationship Management
- Oracle Database 12c: Introduction to SQL Certification
- Highly adept at analyzing, problem solving, organizing, delivering quick and efficient results, and learning new proficiencies
- Microsoft Excel
- Business Analysis
- Trend Analysis
- Team building
- Friendly, Positive Attitude
- Analytical and Critical Thinking
Timeline
Business Operations Analyst 5
Paypal, Inc
02.2023 - Current
Business Operation Analyst
Paypal, Inc.
01.2022 - 02.2023
Risk Ops Capacity Planning & BI Manager
PayPal, Inc
07.2020 - 01.2022
Financial Analyst (Promoted to Sr FA)
Paypal, Inc.
10.2017 - 07.2020
Accountant 3
Paypal, Inc
05.2014 - 10.2017
Quality Support Specialist
Paypal, Inc.
10.2011 - 05.2014
Operations Support Specialist
Paypal, Inc.
11.2009 - 10.2011
Customer Service Specialist
Paypal, Ebay
03.2009 - 11.2009
Bachelor of Arts - Business Management
Lynchburg College
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