Mahjabeen Chaudhary
Chicago
Summary
Professional with comprehensive experience in back office operations, ready to drive efficiency and streamline processes. Proven ability to lead teams, adapt to changing needs, and ensure seamless execution of administrative functions. Strong skills in data management, workflow optimization, and staff training. Reliable team player focused on achieving results and enhancing productivity.
Overview
12
12
years of professional experience
Work History
Fulfillment Back Office Supervisor
Cubic Transportation Systems (CTS)
10.2023 - 03.2025
- Provides leadership and guidance with regards to all Fulfillment and Back Office functions.
- Maintain CTA/Pace customer relation.
- Mange inventory and support finance PFO with budgeting and monthly reporting.
- Identifies and executes economies of scale with regards to fare media procurement, analyzing demand
- Reviews ODC’s with PFO team ensuring appropriate cost control and WBS management accruing as required.
- Ensures all open actions items from our customers/agencies are being managed and responding in a timely manner
- Works with all functional leads to ensure KPI are reporting internal to the customer/agency
- Responsible to work with the Services Director, Contracts, and Quality to ensure we are invoicing all the customers accurately and on time
- Account Receivable: Follows up with customers to ensure we are receiving payments on time
- Works with other operations managers to achieve the program’s performance and financial goals
- Provides operations oversight for the Fulfillment and Back Office program’s area
- Manages the daily operations of the Fulfillment and Back Office functions
- Responsible for Card and ticket Inventory: ensuring the right stock levels and mix of products are maintained
- Manages Profit and Loss for tickets and cards reporting anomalies to Services Director in time to take actions to help ensure the financial plans for the year is met
- Ensures the department’s processes, procedures, and daily operations are up-to-date and comply with PCI, PII, and other rules, laws, guidelines, certifications and Cubic documentation, performance, and security requirements
- Provides leadership and management of direct reports to meet financial, contractual, and quality objectives
- Identifies performance areas that require improvement and develop and implement corrective plans.
- Coordinates the development and deployment of upgrades and testing after deployment,
- Meets regularly with external customers to maintain effective customer relations
- Meets regularly with external partners and suppliers supporting the program to ensure ongoing operational performance
- Produces progress and status reports
- Reports operational issues and coordinate workarounds and solutions with Engineering
Card Fulfillment & Back Office Teamlead
Cubic Transportation Systems (CTS)
11.2017 - 10.2023
- Oversees the day-to-day Card Fulfillment and Back Office operations, including ensuring achievement of applicable KPIs, quality and financial goals
- Adheres to strict contract agreements between CTA, Pace and Cubic Transportation following all process and procedural requirements
- Manage and reconcile inventory.
- Manage CTA / PACE group sales customers.
- Collaborates with Cubic Engineering to ensure all system issue are identified, relevant, reported and tested.
- Recommends enhancements to procedures, processes, and technology resources to improve efficiency
- Serves as an interface between CTA/ Pace management and fare media manufacturers, to ensure product specifications are met
- Acts as a consultant for both CTA and Cubic management and fare media manufacturing companies when questions arise regarding product specifications
- Functions as a primary contact for CTA / Pace Management/Supervisory staff for all daily fulfillment-related issues
- Coordinates off-hour inventory uploads with IT on a regular basis to ensure systems are stabilized to manage inventory loads
- Works together with Quality Control ensuring fare media is tested and documentation is reviewed for approval / failure results
- Manages Cubic’s Card Fulfillment and Back Office staff, including hiring, writing, and administering disciplinary actions, implementing work assignments, performance monitoring, and all other aspects of staff management
- Ensures Back Office staff process all payment declines, customer correspondence and refund cheque volumes while meeting KPI requirements
- Analyzes work volumes; develops and implements employee schedules ensuring employees are paired in accordance with security guidelines, qualifications, business needs and budget
- Manages the Card Fulfillment facility, including safety and security, maintenance, and the acquisition of required resources to ensure the operation runs efficiently and effectively
- Developed and wrote all training manuals; created and tested all process and procedures with innovative ideas to improve efficiencies
- Responds to employee questions and concerns, providing guidance, instructions and on the job training
- Coordinates multiple moving pieces including employees, shipments, hardware, inventory while meeting the needs of the customer
- Improves upon procedures, processes, and technology resources for continuous improvement
- Develops and manages various daily departmental volume and performance reports
- Regularly interacts with call center management to address customer issues
- Assists with deployment of the Card Fulfillment portion of new operations outside of assigned project as requested
- Approaches complex CTA /Pace interactions with patience, creative trouble shooting, focused on resolving issues while building a positive customer experience
Card Fulfillment & Back Office Rep
Cubic Transportation Systems (CTS)
09.2013 - 11.2017
- Streamlined office processes for improved workflow and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Expedited document processing to ensure timely delivery of information to relevant parties.
- Maintained organized filing systems for easy access and retrieval of information.
- Supported management staff in various administrative tasks such as drafting reports, preparing presentations, and managing correspondence with key stakeholders.
- Fulfilled orders meeting KPI's.
- Created handbooks and SOP's for all the processes.
Education
No Degree - Finance
DePaul University
Chicago, IL06-2013
Skills
- Organizational leadership
- Office administration
- Motivational skills
- Team building
- Task delegation
- Workflow optimization
- Procedure implementation
- Process management
- Financial management
- Interdepartmental communications
- Office operations
- Report generation
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
- Multitasking and organization
- Problem-solving abilities
- Organizational skills
- Team leadership
- Decision-making
- Relationship building
- Employee supervision
- Team management
- Data entry
- Handling complaints
- Analytical thinking
- Conflict resolution
- Recruitment and hiring
- Operations management
- MS office suite
- Inventory control/ management
- Written communication
- Crisis management
- SAP/ PivCRM
Languages
Hindi
Full Professional
Timeline
Fulfillment Back Office Supervisor
Cubic Transportation Systems (CTS)
10.2023 - 03.2025
Card Fulfillment & Back Office Teamlead
Cubic Transportation Systems (CTS)
11.2017 - 10.2023
Card Fulfillment & Back Office Rep
Cubic Transportation Systems (CTS)
09.2013 - 11.2017
No Degree - Finance
DePaul University
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