Shabana Rahaman
Senior Customer Support and operations@ ACCSOURCE KNOWLEDGE PROCESS OUTSOURCING | Xero, Compliance Reporting · Greater Chennai Area
With 9 years in customer service, I bring a meticulous and empathetic approach to building lasting client relationships. I am a reliable and resourceful professional, dedicated to ensuring seamless onboarding, compliance, and fostering long-term partnerships through diligent cross-functional coordination.
Experience
Customer Service Specialist
ACCSOURCE KNOWLEDGE PROCESS OUTSOURCING PRIVATE LIMITED · Feb 2023 – Present
Senior Accountant
Accsource KPO Pvt. Ltd. · Feb 2023 – Present
- Client Administration (Australian Clients)
- • Opened and closed client bank accounts and monitored transactions in line with client instructions and compliance requirements
- • Processed deposits, withdrawals, and bank transfers accurately; handled confidential client financial data with strict discretion
- • Managed client onboarding administration including document collection, verification, and custody of client records
- • Responded to client queries via telephone and email regarding banking, trading accounts, and online platform technical issues
- • Assisted clients with login, password resets, and trading platform access troubleshooting
- • Performed data entry into company software systems including SAP and CRM platforms, maintaining accurate and up-to-date records
- • Coordinated with internal teams to ensure smooth cross-functional workflow and timely resolution of client escalations
- SMSF Administration (Australian Clients)
- • Processed end-to-end SMSF administration for Australian clients using BGL 360 and Xero Practice Manager (XPM)
- • Handled SMSF and corporate trustee registration with ASIC, including company incorporation for new trustee structures
- • Managed ATO registrations for new SMSFs — ABN/TFN applications, Electronic Service Address (ESA) setup, and portal updates including member changes, address updates, and fund status amendments
- • Processed pension allocations in compliance with ATO minimum annual payment requirements for account-based and transition-to-retirement income streams
- • Uploaded client bank statements into BGL 360 and performed bank reconciliation, coding and matching all fund transactions accurately
- • Recorded and classified member contributions — employer, personal, and rollovers — tracking against annual concessional and non-concessional contribution caps
- • Processed rollover receipts and outward rollovers, confirming payment reference numbers and meeting ATO reporting requirements
- • Prepared and maintained member statements with individual
Assistant Operations Manager
ARS Steels & Alloy International Pvt. Ltd · Aug 2021 – Dec 2022
- Led daily operations of a 10+ member customer support team; reduced average query resolution time by 20% within the first 6 months through workflow restructuring.
- Designed and rolled out Standard Operating Procedures (SOPs) for client handling and escalation management; reduced repeat escalations by improving first-contact resolution.
- Monitored team KPIs, conducted performance reviews, identified skill gaps, and delivered targeted coaching — improving team KPI attainment by 15% within two quarters.
- Produced daily, weekly, and monthly operational reports for senior management; managed MIS and performance dashboards to track service delivery metrics.
Assistant Manager
ARS Steels & Alloy International Pvt. Ltd · Jul 2021 – Dec 2022
Client Relationship Manager
Shri Harini Media Ltd. · May 2019 – Jul 2021
- Served as primary point of contact for key client accounts, managing relationships, resolving escalations, and conducting regular review meetings to assess satisfaction.
Customer Care Manager
Shri Harini Media Ltd. · Jun 2018 – Jun 2020
Purchasing Executive
Caplin Point Laboratories Ltd · Jun 2017 – Apr 2019
- Researched and evaluated vendors; negotiated contract terms, pricing, and delivery schedules, achieving consistent cost savings on procurement.
Seller
Caplin Point Laboratories Ltd · Jun 2017 – Apr 2019
- Managed end-to-end vendor administration — evaluation, negotiation, purchase orders, invoice processing, and delivery tracking — ensuring 100% on-time procurement.
Sales Team Lead
State Bank of India · Jan 2015 – May 2017
- Led a team of sales executives — set goals, devised strategies, allocated resources, and evaluated performance against monthly targets.
Skills 0 proven through work
Also works with
Proof of Work
Proof of Work
Shabana shares this with people who ask. You'll hear back either way.
Education
Bachelor's Degree
Annamalai University
Bachelor of Computer Science, Computational Science
Annamalai University
Contact details
Contact details
Shabana shares this with people who ask. You'll hear back either way.
Ask about this candidate
AI responses may contain errors. Proof status and source information are provided by Proof of Skill.
A Proof CV — one profile, kept current, with the proof attached. Back to the portal