Experience

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  Outbooks

  • Assistant Manager

    • Jan 2023 - Present

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  Gunnebo India Pvt Ltd

  • Gurugram, Haryana, India

  • Team Leader at Gunnebo Services India Pvt Ltd

    • Jan 2019 - Sep 2022
    • Gurugram, Haryana, India

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  Gunnebo India Pvt Ltd

  • Gurgaon

  • CUSTOMER SERVICE SUPERVISOR

    • Sep 2013 - Mar 2018
    • Gurgaon

     Effectively and professionally respond to customer inquiries and service requests, and co-ordinate the team of field technicians to achieve our customer expectations. Responsible from start to finish process of the service and closing off the job. Excellent time management skills, customer service, and complete ownership and accountability for each customer support request taken.

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  John Keells Holdings PLC

  • Gurgaon

  • SALES REPRESENTATIVE

    • Aug 2012 - Sep 2013
    • Gurgaon

    John Keells BPO is a John Keells Holdings PLC company that provides front, mid and back office support for small to medium enterprises as well as global companies. Renewing service agreements for existing clients. Selling mobile phones as per clients needs over the phone. Converting existing mobile phone owners to switch over to smart phones.

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  Xerox

  • Noida

  • Senior Benefit Analyst

    • Dec 2008 - Feb 2012
    • Noida

     Execute and own complex research initiatives and the analysis and resolution of technical issues, resulting from operational control breakdowns, legislative changes, or systems outages.  Processing of daily client administrative work Create complex reports to meet client and internal needs. Assist in the definition, development and maintenance of project and system requirements, technical specifications, and test plans. Manage the production calendar to ensure all ongoing deliverables are met and executed within agreed upon Service Level Agreements. Develop and maintain documentation of process flows, administrative summaries, and standard operating procedures; also identify and assist in the execution of process improvements. Responsible for Case management of participant escalations from the Contact Center to ensure timely closure; Conduct appropriate trend analysis as needed.  Work with other internal groups to prepare test plans to support technical infrastructure testing, data interfaces in/out of the system, employee communications, employee tools (IVR, web, account inquiry screens and/or PeopleSoft), and client reporting. Monitor/manage client and internal escalations Assist in the training and development of all staff. Supervise daily activities of team members and provide performance feedback to senior management. Develop working relationships with the client, third party vendors and/or ancillary service providers and other internal parties to ensure seamless delivery on specific tasks, special projects and/or participant issues. Attend both client and internal meetings Create manual fulfillment using Excel tool and Word merge

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  Aon Hewitt

  • Gurgaon, India

  • Team Developer

    • Aug 2006 - Nov 2008
    • Gurgaon, India

     Taking care of all the Retirements related escalation for Chrysler customers. Interacting with QDRO and other departments to ensure precision and accuracy. Taking care of all retirement and health & welfare questions from participants. Administering Health and Pension benefits solutions for Chrysler employees. Taking care of Adhoc work.

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  Vertex Inc.

  • Gurgaon

  • customer service executive

    • Jan 2005 - Aug 2006
    • Gurgaon

     To assist customers with getting new phone connections and informing them of new 3G phone and their details. I was also responsible for trouble shooting all 3G & 2G Mobile phones. I also worked with the billing section of Orange where I was assisting customers with their billing issues, new plans and benefits  Identifying the gap in the SOP and trying to remove the gaps so as to improve the quality of the fellow team members Researching the errors received from the quality team within the Team. Analyzing errors to prevent the frequent occurrence of error. Training new hires.

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  Global Vantedge

  • Gurgaon

  • collections agent

    • May 2004 - Dec 2004
    • Gurgaon

     Collection agent for MBNA (Marilyn bank of north America) To assist customers with mortgage programs. To assist the Team Leader in taking out daily reports. To utilize the available resources in obtaining the required goals set by the client. Maintain high quality standards set by the client in USA and to obtain weekly targets

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  Convergys

  • Gurgaon, India

  • Customer Care Officer

    • Sep 2002 - Nov 2004
    • Gurgaon, India

     Maintain and improve product/process knowledge through proactive communication and utilization of available resources  To answer incoming voice calls in order to assist customers with warranty exchange, product information requests, troubleshooting and other customer service inquiries  Communicate all issues/concerns related to client/products/system to TL and Manager. Meet high quality standards for the client. Assisting the TL in taking out the teams daily average call handling time (AHT), Agent yield, and Schedule adherence reports  Maintain high quality standards set by the client in USA and to obtain weekly targets