Customer Service Management

Padam Raj Ojha

Purpose Statement: To join an organization of repute and to utilize and enhance the

skills that I have acquired, keeping in the mind the goal of the organization.

Work History/Experience

I. Worked with 'Hewitt Associates Gurgoan India' as a Process Associate from 09-10-

2008 -01-31-2010

Roles and Responsibilities

1. Played a key role in the delivery of Health Management applications to a Global Client

base & played an active role in the analysis, design, implementation and support of

Health Management application solutions.

2. Sorted out issues related to customers New Hire Enrollment, Cobra, DBP,

Medicare,Payroll,Annual Enrollment,Death, 401K savings, Life benefits, Retirement etc

plans, LOA, Payroll, other human resource related services. Additionally.

3. Worked through various HR issues such as death benefits processing, compensation

(salary administration), system accesses and reporting.

4. Consulted with functional team members to define the business requirements,

determining scope, and identifying technical alternatives and limitations for system

enhancements and change requests.

5. Provided estimates for work effort duration for change requests and new development

efforts.

6. Knowledge shared with ongoing operational teams in the effective use of the

applications.

7. Worked with the technical team and business resources to coordinate the

implementation of business requirements.

8. Participated in the ongoing support of the system by working through issues and

support needs with

the project team.

9. Participated in continuous improvement initiatives.

10. Trained new hires.

II. Worked with 'WNS Global Services Pvt. Ltd. Gurgoan India' as a Senior

Customer Service Associate from 03-23-2007 -09-09-2008

Roles and Responsibilities

1 .Worked for Analyzed/ reviewed the` information regarding a loan particularly pre

closed and Post Closed loans

2. Reviewed closed loans Performed risk analysis Identified potential fraud

3. Maintained a sound knowledge of secondary market activity, practices, and

business/industry practices as they impact underwriting quality and origination activity.

4. Reviewed all the required documents and indexed them in a standard format.

5. Trained New Hires

6. Performed internal quality check to make sure all loans processed by the team

members are correct.

7. Sent daily production reports to the external client team along with the time and

motion sheet and Dash board.

III. Worked with 'Women Development Society Dhangadhi Nepal' as a Field

Coordinator from 06-05-2004 to 09-05-2006.

Roles and Responsibilities

1.Monitoring and supervision of the on-going programs undertaken by WDS.

2. Conducted field visit to collect necessary information/data for different projects.

3. Arranged logistic support, Proposal and Report Writing, and Conflict Management

conducted by various organizations.

4 .Maintained office records.

5. Supported Program Coordinator in day- to- day office management.

Academic Qualification

2004 B.C.A. from MCRP University Bhopal India.

2001 XII from D.A.V Inter College Dehradun India

1998 X from Shree Prabhat Higher Secondary High

School Dehimandu Doti Nepal.

Skills

1. Excellent written and oral communication skills, with an ability to communicate with

all levels of management, employees and customers.

2. Strong analytical and problem solving skills in troubleshooting issues as part of a

global virtual team.

3. Experience with high levels of accountability with demonstrated initiative, flexibility

and ability to manage workload and achieve results.

4. Fluent in English, Hindi and Nepali.

5. Self starter with the ability to operate under minimum supervision.

6. Experienced in interacting with infrastructure support resources during joint

troubleshooting sessions.

7. Customer service focus with a strong accent on relationship management.

8. Adaptable, adjusts quickly, maintains effectiveness throughout periods of change,

exhibiting tolerance for ambiguity.

Technical Skills

1. Operating Systems,Windows 95/98/2000/XP/Vista

2. Proficient in the use of and development in MS Office suite. products including Excel,

MS Word and MS Access.

3. Lotus Notes & Mainframe.

4. Basic Computer Hardware and Networking Troubleshooting.

Personal Information

Date of Birth: 07/19/1980

Languages Known: English,Hindi and Nepali.

Marital Status : Married

Current Address : 5775 Stacy Trail Stacy MN 55079

Contact no. : 651-***-**** & 651-***-****

Email : ******@*****.***

Date: 07-02-2010 Padam Raj Ojha

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