Neha Vaid

Experience Center Manager II at First Tech Federal Credit Union
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Contact Information
us****@****om
(386) 825-5501
Location
Woodinville, Washington, United States, US
Languages
  • English Native or bilingual proficiency
  • Hindi Native or bilingual proficiency
  • Marathi Native or bilingual proficiency
  • Punjabi Full professional proficiency

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Azhar Khan

I highly recommend neha as a sales executive and team leader and would love to work together again. neha is amazing at her job! she knows her way around people, she is good with the clients, does whatever it takes to help colleagues and gets things done. she makes sure that everyone is on the same page and focused on the main goal

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Credentials

  • Nano Tips to Foster a Growth Mindset and Mental Agility with Shadé Zahrai
    LinkedIn
    Jul, 2023
    - Nov, 2024

Experience

  • First Tech Federal Credit Union
    • United States
    • Financial Services
    • 700 & Above Employee
    • Experience Center Manager II
      • Jul 2022 - Present

      The XC Manager oversees all aspects of the daily operations of the XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded. Develop a team of highly motivated, results-oriented employees through effective leadership practices; ensure adequate staffing levels to maintain efficient team performance Achieve staff results by communicating performance expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining employees Monitor and coach Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, and overall work performance Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items) Handle escalated member issues, resolving on a timely basis to satisfaction Effectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve Maintain and enforce systems, policies, procedures and productivity standards Ensure member service projects (change initiatives) meet objectives on time and on budget Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings Research, resolve and communicate operational issues and potential problems to leader and/or other business units Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc) Manage vendor relationships to support operational excellence and member service levels Show less

  • Promedev (Relief Factor)
    • Kirkland, Washington, United States
    • Operations Manager
      • Aug 2019 - Mar 2022

      ● Support the specific systems and processes of the Contact Center. ● Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the project by assisting in the daily operational duties of the Contact Center and its staff. ● Monitor staff calls for quality, provide feedback and act as a trainer for those topics that are considered an expert. ● Ensure proper phone and chat coverage is scheduled. ● Ensure the Contact Center is properly trained to process orders. ● Reconcile customer invoicing, payment, and order disputes. ● Ensure Contact Center employees are briefed on current processing procedures. ● Critique and mentor the Contact Center employees in improved customer care. ● Responsible for staff schedule to include scheduling and confirming adherence to required breaks ● Responsible for performance reviews of staff ● Other duties as assigned Show less

  • EXL
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Client Transition Manager
      • Feb 2015 - May 2018

      ● Researched issues and took appropriate action to ensure speedy resolution. ● Delivered superior client services, fostering strong rapport, retention and satisfaction. ● Cultivated and strengthened relationships with new and existing clients. ● Promptly addressed concerns, complaints and inquiries to meet customer satisfaction. ● Assigned tasks, reviewed performance and devised improvement plans or corrections. d existing clients while providing a high level of expertise. ● Collaborated with stakeholders to gather requirements and develop scope. ● Offering each customer top-notch, personal service and polite support to boost sales and customer satisfaction. ● Developed junior team members and cultivated collaborative culture. ● Maintained constructive team environment through effective mediation of disputes between associates and application of motivational techniques. ● Supported exchange of feedback and communication between management and associates. ● Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials. ● Presented insurance options to customers in knowledgeable and efficient manner in order to close sales on new policies. ● Maintained confidentiality of patient finances, records and health statuses. ACCOMPLISHMENTS ● Received the Chief Executive Award for Consistent Top Performance in the Year 2017.. ● Traveled Onshore for Business Immersion Training Of Pilot Process and training for 2 new Brands. Gained expertise in UK ( Glasgow) March 2015, Oct 2016, Oct 2017 3 months each. ● Selected one amongst 60 team members to travel to Noida, India in Feb 2017 for Client Interaction and meet Client CEO's and Business Heads. Show less

  • Protocol Automation Technologies Pvt. Ltd.
    • India
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Business Development Manager
      • Dec 2012 - Jan 2015

      ● Established relationships with key decision-makers within customer's organization to promote growth and retention. ● Identified key products, services and customers and used data to devise innovative sales and marketing plans enabling dramatic growth. ● Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit. ● Capitalized on industry and marketplace trends to strategize solutions and enhance business operations. ● Negotiated and closed long-term agreements with new clients in assigned territory. ● Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones. ● Worked with existing customers to increase purchases of products and services. ● Reached out to potential customers via telephone, email and in-person inquiries. ● Represented company and promoted products at conferences and trade association meetings. ● Participated and actively engaged in strategy meetings with other shareholders. ● Helped incorporate product changes to drive customer engagement and firm profits. ● Negotiated, prepared and signed contracts with clients. ● Developed and implemented favorable pricing structures balancing firm objectives against customer targets. ● Collected data and performed customer needs analysis. Show less

Education

  • Maharashtra Academy of Engineering and Educational Research, Pune MIT Women Engineering College, Kothrud, Pune 38
    Bachelor's degree, Computer Science
    2008 - 2012
  • Maharshtra State Board of Technical Education
    High School Diploma, Electrical, Electronics and Communications Engineering
    2005 - 2008

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