Customer Service Project Management

Shilpi Upadhyay

Phone No: 954-***-****

Address: ** ******* ***** ***** *********, Dehradun

Email address: ad5j09@r.postjobfree.com

Summary:

Having 6+ years of experience in the BPO and IT industries, with good experience in project management, customer service, team management, and training. Serious, ambitious, and strongly motivated to acquire new skills and knowledge.

Domain and Tool: Health and Welfare- TBA, Mainframe, procure to pay- Alcon, Invoice dispatch System, ERP Integration tool- Taulia, ECMS, Deal pricing, project Evaluation (PEOPEL). CRM, NPP, Microsoft office Suite, Microsoft 365

Experience

PMO-Infosys BPM (Technology Support Specialist- Level 3A) Mar 2022- Oct 2023 Project- Airbus (Project Management officer)

Assisted the senior manager in various responsibilities ensuring efficient operations and timely completion of tasks.

Led and supervised a team of 5 members to streamline p2p process, including the preparation of billing sheets and calculation sheets, raising confirmations, dispatching invoices, and initiating the invoices in ERP Integration tool- Taulia.

Demonstrated strong leadership skills in coordinating billing activities while maintaining a high level of professionalism and attention to detail.

Streamlined and executed the efficient process of Subcon's onboarding and offboarding and ensuring smooth transitions

Managed the accurate and timely processing of timesheets, extensions, and allocations

Collaborated in the monthly activity of pricing deals and LOE gets signed off

Orchestrated effective coordination with vendors, customer service group, and clients, ensuring effective communication and seamless operations

Tracked and maintained records of Purchase Orders, invoices, subcontractors, timesheets, employee performance, and mandatory training.

Collaborated with cross-functional teams to gather necessary information and provide support for CMMI audits and participating in document review and revision processes. Project- Daimler (Project Management officer)

Managed and directed team of 15 technology support executives and senior support executives, providing effective guidance and workload distribution throughout the procure to pay process.

Facilitated and managed project and tool access for team members and distributed the work

Implemented streamlined procedures to verify and validate invoices generated by the dispatch and confirmation team, ensuring precise and prompt processing.

Conducted comprehensive training sessions to enhance team members' skills and knowledge

Presented detailed performance reports to the senior management Benefit Operation Administrator- Alight Mar 2018- Mar 2019 Project- Envoy

Managed and updated employee medical accounts, ensuring accurate coverage based on eligibility criteria

Monitored and organized resource requests, collaborating closely with the Customer Service team to ensure timely resolution

Processed claim requests efficiently and accurately

Handled all tasks related to client benefit plans using the Alight tool

Submitted important data and reports on a weekly and monthly basis Team Coach Production- FIS May 2016 - Jan 2018

Process- Vodafone Chat (UK Chat process)

Resolved customer inquiries regarding billing through chat support, ensuring customer satisfaction

Achieved accelerated promotion to Team Coach Production within one year as a result of exceptional performance in chat support role.

Oversaw a team of over 20 employees, effectively managing their tasks, schedules, performance and conducted training sessions

Presented progress reports, issue resolutions, incentive programs, and overtime data to upper management, contributing to informed decision-making, performance evaluation and team performance improvement.

Chat support – Convergys Mar 2015 -April 2016

Process- Comcast (US Chat process)

Managed and resolved customer inquiries and issues in a fast-paced US chat process, demonstrating exceptional troubleshooting skill

Handled chat responsibilities and constantly achieved customer satisfaction Customer service- Serco Sep 2013 – Jan 2015

Process- Card Protection Plan (Domestic voice)

Successfully handled customer calls to resolve queries and effectively retaining the customer

Proactively managed email inquiries and providing excellent customer service Academic Qualification Details:

10TH pass from C.B.S.E board in 2007

12th pass from C.B.S.E board in 2009

Graduation in B.A from H.N.B Garhwal University in 2012

Additional Qualifications: Diploma In basic computer application and advanced Excel.

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