Rubina Imran
Winter Park,FL
Summary
Organized and dependable candidate with a proven track record of managing multiple priorities while maintaining a positive attitude. Adept at collaborating with management to effectively accomplish demanding objectives. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy. Willing to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Collection Specialist
JP Morgan Chase & Co.
03.2023 - Current
- Providing exceptional customer service by building rapport while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Negotiated payment plans with customers by identifying the financial situation with analytical and creative skills
- Maintained high volume of calls (over 90 calls a day) and met demands of busy and productive group.
- Effectively resolving customers’ issues as one call resolution
- Displaying coordinated effort to provide customer assistance across various departments
- Documenting accounts appropriately
- Ensuring bank’s policies and procedures are followed accurately
- Attending meetings with management vigorously to get feedback to mobilize efforts towards achieving set goals.
- Maintaining regulatory compliance and quality assurance
Management Assistant
Sunstate Oil
09.2022 - 03.2023
- Overseeing training and onboarding process for all newly hired employees
- Computing data for 30 over commission-based assigned locations with effective analysis of corresponding reports reducing error probability
- Overseeing billing department to ensure accuracy
- Conducting efficient customer service to resolving day to day issues by directing to concerning department
- Overseeing dispatch department to analyze and identify errors and report to top management
- Maintaining, recording and analyzing Mystery Shop of assigned locations and reporting to management
- Working efficiently with Vendors to expedite corrections on billing errors via emails and telephonically
- Overseeing Accounting and ACH department
- Working in Tax Department efficiently to pay City & County Taxes in FL, AL, MS AND TN
- Created and updated records and files to maintain document compliance.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
- Increased client satisfaction through prompt response to inquiries and resolution of issues.
- Identified communication channels to set roadmap to distribute information.
- Fostered strong relationships with clients by providing exceptional customer service during interactions both in-person and via phone or email correspondence.
- Maintained a high level of confidentiality while handling sensitive information related to personnel matters or legal issues within the organization.
- Contributed to a positive work environment with excellent interpersonal skills and an ability to resolve conflicts effectively when necessary.
- Streamlined office operations by implementing efficient systems for file management and document organization.
Customer Service Account Specialist
Sunstate Oil Inc
11.2013 - 11.2014
- Computed data in Factor Software for recording business statistics of various internal/commission-based locations
- Facilitated communication between internal and external project stakeholders to keep all parties well-informed
- Provided efficient customer service by resolving day to day issues regarding accounting, billing, and technical support
- Managed over 50 customer calls per day
- Identified communication channels to set roadmap to distribute information
- Efficiently worked in Account Receivable and Payable department
- Provided training to new hires aligned with company's goals
- Corresponded effectively in Correction department in order to address billing errors with Vendors via emails and telephonically
- Worked out City and County Taxes of Motor Fuel diligently
- Maintained and tracked Mystery shop Reports of assigned locations.
Education
MBA: GENERAL MANAGEMENT -
EVERESET UNIVERSITY
Master of Arts: LANGUAGE ART -
PUNJAB UNIVERSITY
BSC: BACHELOR OF SCIENCE -
PUNJAB UNIVERSITY
FINTECH CERTIFICATE -
HARVARD UNIVERSITY
02.2024
Skills
- Negotiation and Resolution
- Empathy and Rapport Building
- Analytical and Critical Thinking
- Fair Debt Collections Practices
- Interpersonal Communication
- Product Knowledge and Detail Oriented
- Active Listening
- Adaptability and Flexibility
- Problem-solving abilities
Certification
- Fintech Certificate from Harvard University, Cambridge, MS
Timeline
Collection Specialist
JP Morgan Chase & Co.
03.2023 - Current
Management Assistant
Sunstate Oil
09.2022 - 03.2023
Customer Service Account Specialist
Sunstate Oil Inc
11.2013 - 11.2014
MBA: GENERAL MANAGEMENT -
EVERESET UNIVERSITY
Master of Arts: LANGUAGE ART -
PUNJAB UNIVERSITY
BSC: BACHELOR OF SCIENCE -
PUNJAB UNIVERSITY
FINTECH CERTIFICATE -
HARVARD UNIVERSITY
- Fintech Certificate from Harvard University, Cambridge, MS
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