RUBINA ABBASALI PATEL

• Senior Executive at Corporate Workplace Services, which is a response center, and a one-stop support administration helpdesk.
• Answer calls and emails from the internal associates, managers, and directors, raise tickets on the company's portal related to the inquiries and complaints, and assign them to the right team to execute the request. Create tickets for Transport, Engineering and Maintenance, Food and Beverages, Workplace Services, Health and Safety. Guiding the associates to approach the correct channel in case of IT or app issues, Finance, HR, and Corporate Security.
• Follow up with the associates on emails and calls, and ensure deadlines are met and procedures are followed.
• Brief the office staff, and create minutes of meetings on a weekly basis.
• Train newly joined employees on the process and inform them about the administrative policies and procedures. Assist the new employees by providing floor support during their on-the-job training phase.
• Responsible for developing and executing the assessment at the end of training, responsible for call monitoring or evaluation, coaching or feedback, and preparing reports and analyses performed by the team.
• Accounts Payable Experience in Cognizant Technology Solutions:
• I got a new project in January 2020, and an opportunity to work with American vendors like Blue Triton Brands and ScribeAmerica, where my responsibilities were as follows:

Invoice Processing: Receiving, verifying, and processing invoices from vendors.

Expense Management: Handling expense reports and company credit card bills, ensuring proper coding, and reimbursement.

Payment Processing: Ensuring timely and accurate payments to vendors, mainly through preparing electronic transfers and wires.

Reconciling accounts: matching vendor statements with outstanding accounts payable to ensure accurate records.

Record Keeping: Maintaining accurate records of invoices, payments, and vendor information.

Vendor Communication: Responding to vendor inquiries, and resolving payment discrepancies.

Information verification: Confirming new or changes in vendor addresses, or payment information.

Reporting: Assisting in the preparation of month-end AP reports and statements.

Assist with the implementation of a new ERP system by entering and validating data.

Provide support to the team with ad hoc tasks.

ERP worked on SAP S/4HANA, NetSuite, and Workday.

• Responsible for answering inbound calls as well as making outbound calls. I was initially trained with the mobile broadband team, where I helped to connect 3's dongle to the laptop to get the internet connection.
• I was then moved to the Technical Support Team, where I was responsible for helping UK customers with the handsets (mobile phones) provided by 3 Services.
• Was trained to troubleshoot on all makes and models of the handsets, including the iPhone.
• Responsible for taking remote access of the customer's handset to identify the problem, providing a solution or guidance, and helping to update the phone software.
• I was later moved to the Network Support Team, responsible for checking the network coverage on the handsets. Informing about the situation of the network at the base location and providing solutions, like a home signal box, which can boost the signal.
• I was part of the pilot batch for the 4G launch in the UK and was responsible for configuring the handsets to connect to the 4G network with 3.
• With the overall good performance, I was later moved to handle complaint calls, where I spoke to the customers who want to leave the network. Responsible for retaining customers through technical and customer service experience.

• Responsible for receiving incoming calls from customers in the UK reporting internet connection problems. I was also responsible for calling the end user if required. Trained to access the user guide and router configuration page in order to connect the customer's laptops and desktops to the broadband service.
• Helped the customers with the dial-up connection with modems, and configured the wired and wireless routers with the help of the troubleshooting guides.
• Responsible for helping the end user with the fiber and non-fiber connections, both for new and existing broadband connections.
• Identifying the root cause of the internet network issues, such as faulty cables, faulty British Telecom master sockets, a faulty modem, the router, and the device drivers. Accordingly, I guided the customers to get in touch with the hardware vendor.
• Placing an order for a modem or a router, if provided by AOL or TalkTalk broadband service providers, or booking a chargeable visit from a British Telecom engineer.
• Helped the newly joined employees in the technical process and provided support while they were on the calls and using the troubleshooting manuals. Maintain and recreate the user manuals for the new employees.
• Conduct briefings on a regular basis to the team members about the technical process updates or changes.