Syeda Abbas (Aain)

Continued in the role following the acquisition of Black Knight Financial Services by ICE Mortgage Technology.

• Acted as a senior escalation point for complex software and integration issues, reducing turnaround time by 25%.
  Recognized as a Subject Matter Expert (SME) for ICE Fee Services, accelerating ticket resolution and internal training.
• Led root cause analysis using SQL and Splunk for performance monitoring, CRM latency testing, and triaging system bugs.
• Delivered onboarding, process training, and mentorship as part of the HR Buddy program.
• Developed SOPs and QA guides to reduce recurring support cases, and ensure SLA adherence.
• Participated in Azure-hosted service request workflows, followed compliance protocols, and reported system issues.
• Completed internal Azure user training to stay current on platform security, role-based access, and cloud functionality.

• Delivered Tier I/II application support across multiple financial software platforms for enterprise clients.
• Authored technical user guides and knowledge base content to improve customer self-service.
• Collaborated with engineering to identify vulnerabilities and enhance platform security.
• Provided operational and administrative support to senior leadership for special projects.

• Owned the end-to-end customer lifecycle for high-value accounts, turning complex escalations into long-term loyalty through proactive issue resolution.
• Designed and executed revenue-generating strategies using data modeling and consumer insights, directly contributing to significant quarter-over-quarter growth.
• Launched integrated campaigns in partnership with the marketing, product, and logistics teams, increasing brand reach and operational synergy.
• Created scalable, customer-first service offerings that anticipated market shifts and delivered consistent value across diverse client segments.
• Served as a strategic connector between departments, eliminating silos, and aligning execution with aggressive sales targets, and client satisfaction benchmarks.

• Trained and supervised warehouse associates, promoting a culture of safety, accountability, and performance excellence.
• Enforced strict adherence to safety protocols and operational policies, reducing workplace incidents, and increasing audit readiness.
• Analyzed real-time data and reports to identify bottlenecks, resulting in measurable gains in throughput, and order processing speed.

• Delivered consultative sales experiences for high-value clients, specializing in diamond jewelry, and custom bridal selections.
• Trained sales associates on diamond grading, GIA standards, and upselling techniques to elevate store performance and client satisfaction.
• Oversaw showroom operations, including inventory control, merchandising, and repair coordination, to ensure seamless customer experiences.
• Handled scheduling, payroll inputs, and store reporting while ensuring full compliance with loss prevention, security, and brand policies.

• Directed end-to-end passenger operations across international flight routes, ensuring operational continuity by collaborating with airport authorities, ticketing departments, ground staff, and flight controllers.
• Delivered concierge-level support to VIP and corporate clients, resolving complex fare constructions, documentation issues, travel constraints, and rebooking needs under pressure.
• Performed audits of SABRE reservation records and travel documents to maintain regulatory compliance with IATA, immigration, and customs standards.
• Managed and mentored large reservation teams, improving team efficiency through conflict resolution training, service protocols, and systems enhancements.
• Spearheaded the emergency response operations following a major aviation incident, serving as the communication and coordination hub for internal teams, civil aviation authorities, and crisis support units.
• Designed and facilitated enterprise-wide training programs focused on emergency procedures, new travel policies, and cross-functional process improvement.