Fizza Rizvi Email & Phone Number

Washington Dc-Baltimore Area

Washington, District Of Columbia, United States

• Top rated customer success agent for Helpdesk Support Team for two years.• Consistently achieved First Contact Resolution for tickets by 80%.• Maintain 87% Customer satisfaction rating: above company and industry standard of 85% and 80% respectively.• Proficient user of Zendesk and Salesforce CRM.• Made ticket resolutions workflow more consistent by updating taxonomy of Zendesk. The change was implemented company wide.• Contributed to the successful operation of the infrastructure (network, telephony & tools) to create an efficient work environment for my team and the organization.• Monitor the Tier 2 queues at all times ensuring SLA’s are met and quality is achieved and demonstrated by best ticket practices. Mentor staff who does not meet the requirements.• Provide weekly reports on team and individual performances.• Serve as a backup to the Tier 2 Manager during times of absence.• Respond to customer requests both via email and telephone answering system.• Assist various teams within the company with QA testing.• Responsible for creating, editing, and managing Knowledge Base articles with Zendesk and the Support Center.

Sterling , Virginia

• Supported the Director in organizing registration for the Preschool admissions and CKCP sponsored events.• Prepared monthly newsletter for CKCP families and monthly updates for the CKCP teachers.• Submitted signed Timesheets of all the CKCP staff to the Bookkeeper and maintain the files.• Served as the first point-of-contact for the school; resolved all issues pertaining to students efficiently.• Maintained files for all children in ProCare database while maintaining confidentiality of school records.• Monitored inventories and ordering office supplies, art and craft and other classroom supplies.• Corresponded competently with existing and prospective families in a timely manner.• Addressed all inquiries regarding new admissions and set up future Preschool tours.• Generated monthly and daily attendance lists for students and staff.• Programmed and conducted all Safety drills (Fire Drill, Stranger Danger and Tornado) and maintain appropriate records.

Herndon, Virginia

• Recipient of Sprint's prestigious "Stellar Award" in recognition of outstanding performance.• Served as core requisitioner for the Customer Billing Services (CBS) team - a group within Sprint's IT organization.• Managed the financial processes for CBS.• Creatively analyzed systems to identify prepayments and multiple invoices resulting saving in excess of $250k.• Worked with Supply Chain team and CBS business owners to ensure prompt creation of requisitions and Purchase Orders (PO).• Following the Sprint-Nextel merger, wrote all requisitions for the Unified Billing Platform project, some exceeding $1 billion.• Worked with the CEO, CIO, and VPs for getting approvals for requisitions and budget approvals.• Closely worked with IT Finance for the processing of requisitions. • Heavily used PeopleSoft to track requisitions.• Worked with Supply Chain team for the approval of Statement of Work (SOW) and Scope of Change documents.• Also worked with the purchasing department for the issuance of Purchase Orders (PO) and with Accounts Payable for monthly invoices.• Tracked and prepared Amdocs contractual budget information as per the signed and executed service orders.• Worked with the Program Managers to get monthly receiving to enter against each PO for invoice payment.

Islamabad, Pakistan

• Assisted Branch manager in forecasting expenses and revenues for next fiscal year.• Maintained proper custody reports for equity-trading clients; processed physical share certificates on behalf of clients for induction in the Capital Depository Company (CDC).• Maintained general ledger of the branch daily according to ISO regulations.• Allocated expenses to appropriate departments of the branch and maintained petty cash for the branch.• Recorded expenses and arranged for timely payments to various suppliers on behalf of the branch.• Generated month-end revenue and expense reports to report to the Branch manager and Head Office.• Participated in Annual Financial audit of Branch records. Validated Voucher, Ledger and Balance Sheet balances while preforming 3way audit check.• Collected and deposited chq/cash from equity trading clients; reported the same to the Head Office.• Arranged timely payments to brokerage clients.• Designed investment strategies for both individual and commercial clients.

Master Of Business Administration (Mba), Finance And Financial Management Services And Information Technology

Bachelor Of Commerce (Bcom), Accounting