Ammu Abraham
Summary
Motivated and results-driven operations professional with nearly 9 years of experience in client servicing, optimizing operational efficiency, and driving customer success. Demonstrates the ability to deliver exceptional client service and support, backed by strong communication and leadership skills, while managing complex projects, fostering cross-functional collaboration, and excelling both independently and as part of a team. Consistently meets deadlines, surpasses performance goals, and is eager to contribute to the success of a dynamic organization.
Overview
11
11
years of professional experience
Work History
SENIOR OPERATIONS ANALYST
SALESFORCE
09.2022 - 09.2024
- Assisted Independent Software Vendors (ISVs) in understanding and effectively utilizing security tools, resources, and documentation
- Evaluated the security posture of applications to ensure compliance with Salesforce security standards and best practices
- Verified that ISVs provided fully configured, end-to-end test environments for security reviews by validating credentials and evaluating documentation
- Engaged with ISVs to address any missing or incomplete items, facilitating readiness for testing by the Salesforce Security Assurance Team
- Collaborated with internal stakeholders and cross-functional teams to ensure continuous partner success
- Provided detailed feedback and recommendations to ISVs for enhancing application security and compliance
- Responded to security review submission queries from ISVs ensuring prompt and accurate resolution of their concerns.
TAX SENIOR - ASSISTANT MANAGER (CLIENT MANAGEMENT)
DELOITTE
01.2014 - 03.2020
- Served as the primary point of contact for client personnel regarding IT returns, promptly resolving tax compliance queries while managing diverse engagements and client portfolios across Vancouver, Montreal, and Toronto, overseeing assignee populations ranging from 50 to over 2000 individuals
- Addressed client queries within specified turnaround times, ensuring timely responses via calls and emails
- Ensured rigorous quality control for Canadian and US individual tax returns, meticulously meeting project requirements and standards before delivering to clients
- Maintained strict adherence to Service Level Agreements, consistently delivering effective and prompt client service that exceeded expectations
- Managed monthly billing processes, prepared invoices, and facilitated sign-offs to ensure accurate and timely financial operations
- Oversaw compliance with privacy regulations and ensured the confidentiality of sensitive information, maintaining trust and integrity in all client interactions
- Counseled and mentored junior team members while facilitating training sessions on various business processes, procedures, and in-house technology, and actively managed workload, resourcing, and team reallocation by supervising task allocation and conducting timely reviews before final submission
- Coordinated with cross-functional teams to ensure alignment of objectives and seamless execution of projects, promoting a collaborative and cohesive work environment.
ASSOCIATE SPECIALIST
CIBER
07.2013 - 01.2014
Education
MBA - Finance & Marketing
Rajagiri Business School
Kerala, India03.2013
Bachelor of Commerce - Finance And Taxation
Nss Hindu College
Kerala, India03.2010
Skills
Client Engagement Management
Problem-Solving
Excellent interpersonal and communication skills
Accuracy and attention to detail
Stakeholder management
Cross functional collaboration
Time management and decision making
Client Relationship Management
End to end project management
Accomplishments
- Honored with the "Outstanding Award" for exceeding job expectations and showcasing exceptional leadership abilities.
- Recognized with the Applause Award for exemplary client work delivery.
- Awarded multiple Spot Awards for outstanding performance in quality, teamwork, and delivering superior work.
- Secured the "Bravo Award" for demonstrating excellent team player skills during peak season.
- Promoted to the position of Tax Senior (Assistant Manager) in recognition of exceptional contributions and leadership.
Timeline
SENIOR OPERATIONS ANALYST
SALESFORCE
09.2022 - 09.2024
TAX SENIOR - ASSISTANT MANAGER (CLIENT MANAGEMENT)
DELOITTE
01.2014 - 03.2020
ASSOCIATE SPECIALIST
CIBER
07.2013 - 01.2014
MBA - Finance & Marketing
Rajagiri Business School
Bachelor of Commerce - Finance And Taxation
Nss Hindu College
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