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[QUOTE=Guest-IJT;139198][b]Name [/b]: Purva Menaria
[b]Email [/b]: purvahmenaria AT gmail.com
[b]Designation / Skillset[/b] : Process Specialist

[u][b]Resume[/b][/u] :
 
Customer Service – Key Account Management
SNAPSHOT
- Arts graduate with 3.11 years of experience in the ITES industry.
- Worked with Infosys BPO Ltd. as Process Specialist – Operations.
- Insightful experience in operations, customer relationship management, maintaining reports & MIS and servicing customers to deliver high quality standards.
- Providing an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction.
- Strong communication & interpersonal skills with proven abilities in Customer Relationship Management.
CORE COMPETENCIES
- SLA and Performance management
- Client centricity and Business metric management
- Analyzing and solving a problem by identifying the elements and relationships of a problem in a systematic way and identifying logical causal links.
- High Impact communication by using adaptive communication to negotiate with internal/external stakeholders and maintain clarity in communication.
- Building Teams by providing direction and support by managing conflicts to accomplish group objectives while focusing on capability enhancement of the team.
OPERATIONS EXPERIENCE
[b]Resource planning [/b]:
- Appropriate resource deployment like effort, span, shift utilization, skill sets, technology rollout and ongoing monitoring of any process in order to ensure budget and pricing assumptions are optimum.
[b]Training [/b]:
- Identifying training needs for process executives and ensures training implementation for the specific process in order to ensure competency development across domain, operational and behavioural.
[b]Quality Planning and Process compliance [/b]:
- Preparing the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the specific process.
- Monitoring process compliance and periodically update SOP changes as required as a part of quality plan in order to ensure adherence to process steps.
[b]SLA compliance [/b]:
- Monitoring daily dashboards and conducting daily huddles to prioritize the work for the day, weekly SLA review with the team, providing guidance and support to the team in order to ensure delivery predictability.
[b]Customer Interaction and CSAT [/b]:
- Resolves escalations from the process owners in order to ensure strong customer relationships.
[b]Knowledge Management, change and Process re engineering [/b]:
- Preparing and managing KM system for the process and documents expectations and artefacts such as case studies, best practices etc in order to capture and maintain process knowledge.
- Initiating and driving change within the organization through aligning efforts and resources towards organizational goals.
- Identifying opportunities for improvement and implements the re-engineering initiatives in order to meet client and internal commitments on a continuous basis.
CAREER HIGHLIGHTS
May 2007 – April 2011 Infosys BPO Ltd. Bangalore, Jaipur Process Specialist
[b]Mar’09 to April 2011 [/b]:
[b]Domain [/b]: BFSI (Banking, Financial Services and Insurance)
- Handling a team of 30 individuals as the backup team lead and SME in supporting one of the top Australian Insurance company under Banking and Insurance SBU in Claims and Credit risk Operations from Jaipur.
- Was a part of the pilot batch.
- Maintained SLA’s as per the SOW and received client appreciation for the same.
- Working on Java based insurance domain application called Guidewire.
- Thorough knowledge in Legacy systems (Mainframes) managing client database of claims and customer information.
May’07 to Mar’09
[b]Domain [/b]: BFSI (Banking, Financial Services and Insurance)
- Worked with one of the leading American bank.
- Handling calls by adhering to the script and also maintaining the TAT.
- Training and mentoring the new team members to come up the curve and meet the corporate standards
- Auditing calls to maintain quality and also to ensure high quality levels.
- Initiated Process cheat sheet for new joiners, which enabled them to handle calls efficiently.
- Was awarded and certified as the first and the best customer service representative in the process.
ACADEMICS
- Bachelor of Arts from University of Rajasthan in 2007
- Pursuing MBA (HR) from Madurai Kamaraj University, Tamil Nadu
REFERENCES
References available on request
[b]Date [/b]: Purva Menaria
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[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4391194
[b]Date & Time  [/b]: 20th Jul 2011 7:02 AM (UTC)
[b]IP Address  [/b]: 14.99.168.220
[b]Browser Info  [/b]: Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0)
Predicted Country ;: --[/QUOTE]

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