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Shakila Rahim

@shakilarahim

Customer Success Manager with customer-care and operations experience at DELL INTERNATIONAL SERVICES INDIA PVT. LTD., supporting escalations and service improvements.

Canada

Message

At GNJ JOHNSTON EQUIPMENT, I support Accounts Receivable purchase-order processing, follow-up and issue resolution. I work with internal stakeholders to investigate discrepancies and contribute to workflow improvements.

At DELL INTERNATIONAL SERVICES INDIA PVT. LTD., I managed customer-care operations, escalations and service issues, monitored performance, and supported improvements to service quality. I also coordinated communications and cross-functional programs with stakeholders and external agencies.

At HSBC DATA PROCESSING INDIA PVT. LTD., I supported customer-service and operations teams, process migrations, User Acceptance Testing and training during system changes. Earlier, at GENESIS INSTITUTE FOR EFFECTIVE COMMUNICATION, I supported learning-centre operations and developed training modules.

Experience

Work history, roles, and key accomplishments

Current

Purchase Order Analyst

Current

GNJ Johnston Equipment

Jan 2022 - Present (4 years 9 months)

Support the Accounts Receivable function through accurate and timely purchase-order related processing, follow-up, issue resolution and coordination with internal stakeholders. Contribute to process-improvement initiatives and provide day-to-day support and knowledge sharing to colleagues.

Accounts Receivable Purchase Order Processing Issue Resolution Cross Functional Collaboration Process Improvement Excel Reporting Data Tracking Stakeholder Management

CSR Manager

Dell International Services India Pvt. Ltd.

Jan 2010 - Dec 2014 (4 years 11 months)

Led cross-functional programs from planning through implementation, tracking deliverables, stakeholder communications and reporting. Served as a key point of contact and coordinated teams to resolve issues and achieve program outcomes.

Program Management Stakeholder Management Cross functional Coordination Reporting Issue Resolution

Corporate Communications Advisor

Dell International Services India Pvt. Ltd.

Jan 2008 - Dec 2014 (6 years 11 months)

Managed cross-functional communications and engagement initiatives, partnering with internal stakeholders and external agencies to deliver business objectives. Coordinated projects, vendors, timelines, budgets and communications materials.

Corporate Communications Marketing Operations Project Coordination Stakeholder Management Vendor Management Event Management Content Management

Manager Operations – Customer Care

Dell International Services India Pvt. Ltd.

Jan 2007 - Dec 2008 (1 year 11 months)

Managed customer-care operations, escalations and service issues, focusing on timely resolution, customer satisfaction and process adherence. Monitored performance, reviewed open cases and coached team members to strengthen service quality.

Customer Service Operations Management Escalation Management Performance Monitoring Coaching Process Improvement

Assistant Manager Operations

HSBC Data Processing India Pvt. Ltd.

Jan 2001 - Dec 2006 (5 years 11 months)

Led customer-service and operations teams, handling escalations, complaints, performance management, coaching and service-quality improvement. Supported process migrations, User Acceptance Testing (UAT), system changes and procedural training.

Operations Management Customer Service Team Leadership Escalation Management Performance Management Coaching UAT Process Improvement Excel

Joint Director & Trainer

Genesis Institute for Effective Communication

Jan 1999 - Dec 2000 (1 year 11 months)

Supported learning-centre operations, developed training modules and coached trainers, building a strong foundation in communication, facilitation and knowledge transfer.

Training Facilitation Communication Skills Knowledge transfer Module Development