Customer Service Technical Support

Objective

A position in a progressive organization that provides an opportunity to apply my knowledge, skills, aptitude and unyielding commitment to success effectively to contribute to the successful and profitable value addition to operations of the firm.

Computer Skills

●Operating System XP, Windows 10, Microsoft Office, Excel, Word, Internet & outlook.

●Have good knowledge in MS Excel. Know different formulas and functions such as Vlookup, Hlookup, Pivot Tables, and Charts.

●Knowledge SAP R/3. SAP R3 Script Macro.

Training Undertaken

●Email Etiquette

●Personality Development.

Education

●B.A from Burdwan University, Durgapur in 2007.

●Intermediate from Bengal Board, W.B.B.S.H.E in 2004.

●10th from WEST BENGAL BOARD, W.B.B.S.E in 2002.

Work Experience

Foundever/The Sitel Group – Foundever is the global leader of outsource business. Foundever provides omnichannel contact center solutions in different sectors such as sales, technical support, customer service and other business processes for large companies.

Project Name - Liberty Mutual Insurance Company

Department - Auto Insurance and Billing

Designation - Auto and Billing Representative

Tenure - From July 11, 2022 to Dec 06, 2023

Key Responsibilities :

Handling customer’s billing queries related to home, auto and PLP policies via phone, chat and email.

Taking required steps to help customers with their billing issues such as issuing refunds, bills, bill adjustments etc.

Helping customers to make changes to their auto policies such as adding and removing vehicles, changing coverage, updating addresses for different policies.

Worked in SAP for invoice creation and citrix for other queries.

Providing solutions on monthly and yearly premiums.

Also, worked on financial services and reconciliation.

Handling client calls on weekly basis and generating various reports of outstanding amounts.

Handling queries of the team members.

Maersk Global Services Pvt Ltd.- Maersk is one of the largest shipping company who deals in transport and logistics. It owns containers and vessels as well to run a smooth business.

Project Name - DAMCO FINOPS

Department - Accounts Payable

Designation - Process Expert

Tenure - From 08 August 2019 to 31 August 2021

Key Responsibilities :

Handling customer queries via area e-mailbox, chat & voice

Creation of queue status report on daily basis and count allocate to team member.

Invoice Verification and Check the Invoice.

Entering all PO and Non-PO invoices in system with accuracy.

PO Invoice Processing and matching – 2/3/4 way matching of invoices to open Purchase Orders.

Managing process planning to ensure all SLA (Service Level Agreements) have met.

Vendor Reconciliation process for critical Vendors.

Set Up vendor master data (Bank Details, Mailing, Address, Contact details).

Workflow Processing in SAP and Help to PO and Invoice and Sales Order creation for Customer requirement.

Vendor Management and communication – Responsible for answering Vendor queries on invoices as well as reconciliation of critical Vendor statements.

Daily and Weekly Processing Reports.

Month End Deadlines- Ensuring all month end activities are completed to deadlines in order to close AP Periodic transactions.

Performing Payment Proposal Through SAP.

Documented the current process flows SOP and IOP.

Make sure that work assigned should complete with in time maintain the TAT.

WNS Global Services : - WNS Assistance is a company which acts as an accident management company and a mediator between Insurance companies and insured people based in UK.

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Project Name - Centrica.

Department - Operations(Complaints)

Designation - Sr Associate.

Tenure - From 8 April 2016 to 4 April 2019.

Key Responsibilities: -

●Working in team complaints.

●Handle customer's crucial queries related to account management of utility services via email.

●Work in SAP to resolve the billing and payment related queries.

●Help the team members with their queries.

Wipro Ltd.: - Wipro is a global information technology, consulting and outsourcing company which deals in finance, manufacturing and telecom etc.

Project name - Talk Talk

Department - Operations

Designation - Senior Executive

Tenure - From 11 February 2013 to 03 October 2014.

Key Responsibilities:-

Handling customers’ technical queries via voice

Helped customers to troubleshoot to resolve their technical queries related to internet connection and telephone connection.

Also, worked on financial services and reconciliation.

Handling client calls on weekly basis and generating various reports of outstanding amounts.

Handling queries of the team members.

Doing quality checks and generating quality reports.

WNS Global Services : - WNS Assistance is a company which acts as an accident management company and a mediator between Insurance companies and insured people based in UK.

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Project Name - WNS Assistance.

Department - Team Reconciliation and Accounts Payable.

Designation - Finance Executive.

Tenure: - From 15 December 2011 to 05 November 2012.

Key Responsibilities: -

Worked in team Reconciliation.

Helped customers’ queries via email.

Did reconcile details of payments made by all accounts.

Was trained in team Accounts Payable.

Did make payments to the clients.

Did generate various reports to find out the outstanding or paid amounts of all accounts.

Did quality checks and did generate quality reports (Dashboard Reports).

Infosys Ltd.: - Infosys is one of the leading company in the field of IT, BPO, KPO

which works on different outsourcing projects like Finance, Insurance, Banking,

Manufacturing, Telecom etc.

Project Name - McCamish.

Department - Indexing & team reconciliation.

Designation - Associate

Tenure - From April 2010 to 5th Dec 2011.

Key Responsibilities:-

Did index Financial, Non-financial & other documents in respective workflows.

Did manage the Queue and did allocate work to team members as per the priority basis.

Did bill changes for the sub client.

Did handle client calls on time to time basis.

Did quality checks and took remedial steps for indexing done by team.

Did handle queries of the team members.

Had been awarded as a star performer in different quarters.

Had been awarded by spot award for excellent performance.

Was trained on financial services and reconciliation.

Extra-Curricular Activities

●3rdPrize in 400 mt. in 11th standard.

●2ndPrize in 800 mt. in 11th standard.

Personal Data

●Gender : Female

●Nationality : Indian

●Marital Status : Married

●Religion : Punjabi

●Date of Birth : 01/4/1987

●Languages : English, Hindi, Bengali, Punjabi

SURJEET KAUR

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