Yumna Saleem
H: 835, St: 10, Woods Block, Paragon City,Lahore
Summary
Leveraging extensive experience in compliance, complaint management, and product support, I have demonstrated a consistent ability to optimize reporting processes and efficiently resolve user disputes, maintaining a flawless 100% internal quality score. Proficient in regulatory compliance, adept at root cause analysis, and skilled in fostering stakeholder collaboration, I am dedicated to driving continuous improvement initiatives and ensuring unparalleled user satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Regulatory Reporting Specialist - Compliance
SadaPay
Lahore
09.2023 - 05.2024
- Reported daily and weekly customer disputes data to the regulator, ensuring 100% compliance with regulatory requirements
- Collaborated with senior stakeholders to perform root cause analysis of issues reported by users, resolving over 95% of issues within stipulated timelines
- Stayed abreast of regulatory updates and changes, ensuring compliance and adapting reporting processes accordingly, which led to a 20% improvement in reporting accuracy and efficiency
Complaint Management Unit - Associate
SadaPay
Lahore
12.2022 - 09.2023
- Handled disputes promptly and effectively, achieving a 90% resolution rate within the first response time
- Managed JIRA dispute board by adhering to the firm's standards, ensuring a 98% accuracy rate in logging, initiation, and closure of disputes
- Identified and highlighted inefficiencies, implementing process improvements that reduced dispute resolution time by 15%
Product Experience Associate
SadaPay
Lahore
07.2022 - 12.2022
- Understood product features and functionalities in depth, resulting in a 25% improvement in the accuracy of user query responses
- Answered an average of 50 user queries daily, maintaining a 95% user satisfaction rate and achieving a 100% internal quality score
Finance Intern
State Bank of Pakistan
Lahore, Pakistan
09.2021 - 10.2021
- Analyzed historical financial statements for trends or insights into the business operations.
- Assisted in the preparation of audit documents, such as reconciliations and journal entries.
Education
BBA - Double Majors Finance And Marketing
Lahore School of Economics
Lahore, Pakistan05-2022
O & A'Levels -
Jinnah Highs School
Multan05-2018
Skills
- Supply Management
- Root Cause Analysis
- Quality Assurance
- Proficient in Python, R, SQL
- Problem-solving abilities
- Teamwork and Collaboration
Certification
- Introduction to Python - DataCamp
- KPMG Data Analytics Virtual Internship - InsideSherpa
- Deloitte Technology Consulting Virtual Internship - InsideSherpa
Timeline
Regulatory Reporting Specialist - Compliance
SadaPay
09.2023 - 05.2024
Complaint Management Unit - Associate
SadaPay
12.2022 - 09.2023
Product Experience Associate
SadaPay
07.2022 - 12.2022
Finance Intern
State Bank of Pakistan
09.2021 - 10.2021
BBA - Double Majors Finance And Marketing
Lahore School of Economics
O & A'Levels -
Jinnah Highs School
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