Process Trainer - Legato Technologies
(2020-03)
- Update Management – Consolidating all the process related updates and sharing the file on weekly basis to the entire HMO (Both Bangalore & Chennai)
- On Job Training (OJT) – Assisting the new joiners during the incubation period by giving them floor support and process updates
- Class Room Training - Provided training sessions on navigation of ESAWS, QCARE, P2A, WGS, SPIDER and necessary CMORE documents required before hitting the floor to new joiners
- Performance Improvement Program (PIP) – Monitored & side barged calls, trained and provided feedback sessions, prepared daily reports on performance of PIP employee
- Quality Improvement Program – To improvement the teams scores throughout the LOB's
- Multiple Batches – Have delivered training for different LOB's at a time as per Leadership requirement
- Error & updates session- Handling Session on regular basis to avoid errors and keep the team aware about the current change in the process
- Transition – Have handled the complete transition process for NY state with Zero errors
- Anchor – Hosting the R & R shows and onshore events
- PKT – Conducted Process Knowledge test on weekly & monthly basis
- Knowledge Library – Built a KL for the process across all the LOB's
Process Specialist - Cognizant
(2016-07 - 2020-02)
Sr. Customer Care Executive - Blue Dart Express Ltd
(2015-08 - 2016-05)
- Answer calls professionally to provide information about products and services, take/cancel orders, obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications
- Follow up to ensure that appropriate actions were taken on customer's requests. Refer unresolved customer grievances or special requests to designated departments for further investigation
- Handling all the escalation calls of the team including monitoring the entire South 2 region complaints until resolved
- Goods acceptance and system work for Export & Import shipments
Sales & Service Support Executive - Air France KLM Cargo
(2012-06 - 2015-05)
Customer Care Executive - IBM Daksh Business Process Services P Ltd
(2010-06 - 2011-12)
