RITA DWIVEDI

*** ******* *****, ****** ****, New Jersey, 07304

Phone: 347-***-****

Email: ac85j0@r.postjobfree.com

WORK EXPERIENCE

Tech Mahindra, Pune, India (Jul 2011 – Mar 2014)

Senior Associate – Customer Support

AT&T

• Acted as a “Project Coordinator” for AT&T broadband services.

• Partnered with the Project Manager to capture detailed project requirements, scope & objectives.

• Cross-functional collaboration with internal teams to define & operationalize execution plan.

• Connected with key stake-holders to gather updates & shared with the broader team.

• Monitored progress of the project & highlighted blockers preventing timely completion. British Telecom

• Awarded “Top Performer” for excellence in service.

• Led team trainings to improve quality of execution & reduce “repeat percentage”.

• Responsible for validation & resolution of data integrity issues.

• Initiated orders to provide PSTN lines and broadband connections.

• Efficiently multi-tasked on 12 different applications to provide seamless services.

• Provided support for scheduled releases at periodic intervals.

• Strengthened client relationships by recommending custom solutions to improve order processing.

Mphasis An HP Company, Pune, India (May 2007 – August 2008; May 2009 – February 2010) Customer Support Associate

• Responsible for servicing “Salliemae” customers.

• Drove strong NPS (Net Promoter Score) by delivering resolutions effectively & efficiently.

• Liased with cross-functional teams to resolve complex issues & service requests.

• Maintained “Follow-up Tracker” for the team & ensured timely follow-ups with customers.

• Delivered excellent customer service in adherence to the defined “Key Responsibility Areas”.

• Focused on strategic day-to-day execution to consistently meet success metrics.

• Led off-shore performance reporting for multiple offices including Texas, Bangalore & Pune. SKILLS

Functional: Outlook, Word, PowerPoint, Excel (basic). Behavioral: Customer service oriented, goal based, multi-tasking & biased towards action. EDUCATION

• Bachelor of Commerce from Dr. D. Y. Patil College of Arts, Commerce and Science

• HSC from Maharashtra Board

• SSC from Maharashtra Board

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