Zeynab N.

– Managed end-to-end complaint handling in Salesforce GCHS for international markets, ensuring timely investigation, documentation, and closure in compliance with regulatory requirements and SLAs.

– Conducted root cause investigations and supported CAPA activities, contributing to process improvements, reduced recurring issues, and successful audit outcomes.

– Applied Lean and problem-solving methodologies to identify recurring issues and reduce rework.

– Designed and deployed automation and reporting solutions using Excel, Power Query, and Power BI to eliminate manual effort and improve visibility.

– Developed and maintained SOPs, work instructions, and process documentation while collaborating with Quality, Regulatory, and Operations teams across multiple regions.

– Resolved a backlog of 80+ unidentified and unallocated cash items within four weeks by leading end-to-end cash application investigations, matching payments to remittances, and coordinating with counterparties to clear aged open items.

– Acted as Subject Matter Expert for credit management activities within SAP, supporting credit assessments, exposure reviews, limit adjustments, and escalation handling for an international client portfolio.

– Delivered actionable accounts receivable insights through ageing analysis and risk reporting in regular stakeholder meetings, supporting faster decision-making and improved cash collection prioritization.

– Investigated and resolved customer disputes including pricing discrepancies, short payments, and unidentified cash, ensuring accurate resolution across high-volume international accounts with full audit ready documentation.

– Supported continuous improvement initiatives by identifying process gaps and implementing efficiency enhancements across AR and reconciliation workflows.

– Owned the full end-to-end cash application process at assigned sites, completing the Daily Receipt Reconciliation accurately and on time every day, maintaining a clean and audit-ready record from week one with no supervised ramp-up required.

– Reduced days sales outstanding across the portfolio by running structured collection calls and managing all customer outreach by phone, email, and written communication, consistently converting overdue balances before they aged into the next bucket.

– Maintained a clean AR ledger across multiple entities by reconciling orders against customer books, validating credits and debits, and resolving all billing errors, freight charge disputes, and unidentified cash end-to-end before they aged into write-offs.

– Delivered accurate monthly AR ageing reports and cash allocation summaries on time every period, giving finance leadership a clear and validated view of outstanding balances, collection risk, and aged receivable bucket movements.

– Supported clean month-end closes by confirming shipment cutoffs with the warehouse and creating and maintaining Standard Operating Procedures that embedded process accuracy into the team, reducing variation across AR entities.