• An astute, results-oriented person with proven success of over 6years’ experience in Operations, with extensive methods, processes,cost effective solutions to meet customer business requirements. Looking for a challenging position in a reputed company with a view to use my experience for the benefit of the organization
Relevant working experience in Customer Service, People Management & Organizational skills with proven abilities in Incident management, Problem management and Change management.
• Executing various quality improvements projects with customer’s as well as Head Office team.
Team Player • Motivating and Training the team members to ensure efficiency in operations, meeting of individual & group Targets.
• Helping Management to Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team.
• Monitoring the overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.
(Period-11th Sep 2017 till date) Designation: Sr. Customer care executive
Key Responsibilities: • Responsible for claim lodgement of property and motor insurance • Real time decision making of claim approvals. • Taking escalation calls for critical situations • Analysis and forecasting of claims
TATA CONSULTANCY SERVICES
(Period-12th Oct 2016 till 31st of Aug 2017) Designation: Process Associate
• Responsible for Citibank Recovery Services. • Direct interaction with Power of Attorney’s of the client and the client themselves. • Responsible for negotiation and providing complete settlements on accounts which are workable. • Responsible for clearing consumer’s debt by offering multiple payment options, this involves real time decision making, understanding consumer’s situation, hardship and financial condition. • Full authorization of making and taking decision as per Organizations standards and port folio. • Ensuring options given to the consumers are completely based on the hardship and also ensuring that all plan and agenda provided equally satisfies the consumers and the Organization. • Real time processing of agreement letters after an agreement is accepted • Ensuring all codes and necessary changes are made on every tool, so there is no discrepancy in the settlement or arrangement of the account. 100% accuracy is the only criteria. • Following all state laws and legal metrics to ensure that the Organization does not have to bare any legal cases or financial loss. • Real time payment processing.
((Period-7th Nov 2013 till 3rd April 2016) Designation: Sr. Customer Care Professional
• Responsible for Executive Consumer Relations, Service Recovery, Email Servicing, Membership Rewards and Co-Brand. • Being a team player with a consistent focus on the metrics designed for us. • Supported batches during OJT for different teams. • Promoted (TEMP) as a Subject Matter Expert (SME) for 1 year. • Completed two training batches with excellent scores and quick certification. • Responsible for managing all escalation calls happening within the team. • Call monitoring done on daily basis for the team. • Sharing feedback individually and managing feedback sessions with the team. • Call listening sessions • Sharing scores and helping with the GAP to Goal (GTG) for every individual within the team. • Sharing reports of the collected data at EOD. • Attending regular staff meetings with leaders which mostly include call listening and modeling.
ENCORE CAPITAL GROUP
(Period-20th Aug 2012 till 19th Aug 2013) Designation: Process Expert
Key Responsibilities:- • To work as a direct point of contact related to consumer’s debt resolution queries. • To discuss the debt with the consumer and formulate a suitable way to resolve their debt by suggesting a suitable payment plan. • Debt consolidation. EDUCATIONAL QUALIFICATIONS • Graduated from Manipur University (Regular) • High School from JawaharNavodayaVidyalaya(CBSE) in 2006 • Intermediate (PCB) from JawaharNavodayaVidyalaya(CBSE) in 2008
Personal Snippets- Date of Birth : 11th May, 1990 Languages : English, Hindi, Malayalam & Manipuri Marital Status : Single Hobbies : Cooking& Travelling
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