Meenakshi Kaushik Jain

Contact no: +91-989*******

E-mail: aczlnb@r.postjobfree.com

Correspondence Address: 1021, Sec-D, Pkt-1

Vasant Kunj, New Delhi-110070

Work Experience

Company: Bestylish.com

Title: Assistant Manager Customer care

Duration: June’2012- March’2013

About Bestylish.com:

Bestylish is India’s largest online shoe store. specialised in shoes, bags, wallets and belts that range from casual to formals and much more. Have always strived to achieve highest level of customer satisfaction with our cutting edge E-commerce platform, highly experienced buying team, agile warehouse systems and state of the art customer care centre provides customers with broader selection of products, superior buying experience, on time delivery of the products and quick resolution of any concern.

Job Description/Roles & responsibilities:

Managed online returns and refunds

Processing of refunds through various payment gateways

Providing replacement or refunds once goods pass quality check

Managed outbound calling for all return requests

Weekly and monthly analysis of all refunds processed in the form of cash back and store credits

Company: NIIT Technologies Ltd- Tradus.com

Title: Team Leader

Duration: From March’11- June2012

Job Description/Roles & responsibilities:

Worked for domestic process of IBIBO- Tradusads and e-commerce process Tradus.com

Managed e-commerce blended process including e-mails, outbound calling and inbound as well

Responsible for Client management which included issues like billing, payout, head count and caller attrition.

Managed a team size of 27 Team members with 2 mentors

Preparing power point presentations for monthly reviews

Also handled Lead generation process - Tradusads .Process involved outbound calling for posting of Classifieds

Managed 5 different stages of calling in one process this included generation of leads, Welcome & verification of new customers, Up selling, Retention & Inbound support

Company: Spanco Bpo

Title: Team Leader

Duration: From Jan’2009-Oct’2010

Job Description/Roles & responsibilities:

Worked for Citi Financial loans collection. Process involved BKT-1 collection

Managed portfolio of Personal loan, with a book size of 15cr.

Launch of New contest & Incentive programmes in order to boost up collection

Maintaining the quality control over the functions of the team relating to 100% trails updation of tele called accounts and Posting of payments.

Managed a team of 18 tele callers and one mentor

Handled 6 locations of Punjab and Rajasthan

Increased resolution % from 65% to 75% in a span of one month

Responsible for people training in areas of collection, motivation of the team & business clients. By running different Promos, cash Incentives and schemes.

Responsible for Client management which includes issues like billing, payout, head count and caller attrition.

Company: Caretel Infotech Ltd

Title: Team Leader

Duration: From Feb’2007- Jan2008

Job Description/Roles & responsibilities:

Worked for ICICI loans Collections, Top 32 (North). Process involved Bkt X -collection

Managed the portfolio of two wheeler loans at CARETEL, with a book size of 40cr

Managed a team of 15 Tele-callers and 1Mentor

Auditing the performance of team members includes achieving the SLA’s.

Training the agents of the team assigned.

Also maintaining the quality control over the functions of the team and generating logistics reports on daily and monthly basis.

Conducting refresher-training sessions for the existing agents who under-perform or fail to achieve the required skill sets for the process.

Conducting a survey and analysis for the non-contactable customers which in turn

Improves contact rates and productivity.

Company: HDFC bank Ltd

Title: Jr. Phone banking officer

Duration: From March’06- Jan2007

Job Description/Roles & responsibilities:

Handling all inbound customer queries of bank

Providing n-tier customer support

Business moves around, solving queries and generating business development leads

Received trainings on various bank assets, like credit cards, personal loans, home loans, loan against securities, loan against property etc

Joined as a trainee, later got promoted as a jr. phone banking officer

Company: Intellicom(Jindal Transworld)

Title: Contact Associate

Duration: From Nov’04- Jan2006

Job Description/Roles & responsibilities:

Outbound Australian process for promoting Vodafone, Optus etc.

Promoting various post & pre paid plans

Got the responsibility of assisting the team leader in maintaining the track of the team performance

Company: Wipro Spectramind

Title: Associate

Duration: From May’04- Oct2004

Job Description/Roles & responsibilities:

Providing first level customer support to US customers

Voice based troubleshooting process(Dell technical support)

Handling various hardware/software related queries

Company: Himalaya International School

Title: Nursery Teacher

Duration: From April’2002-May’2004

Job Description/ Roles & Responsibilities

Teaching LKG and UKG classes

Teaching with various audio visual aids

Organizing cultural programs and picnics

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Academic Qualification

PGDBA in Operations from Symbiosis, Pune

B.A (H) English from Delhi University(Bharti College, janak Puri)

NTT from DAV institute of Management and Vocational Studies

Higher Secondary from CBSE (Goodley Pulic School)

Secondary from CBSE (Salwan Pulic School)

Personal Details

Father’s Name : Shri S.K.Sharma

Date of Birth : 18th July 1980

Gender : Female

Marital Status : Married

Husband’s Name : Mr. Punit Jain

Nationality : Indian

Languages known : English, Hindi

. Declaration

I hereby declare that the information provided above is true to the best of my knowledge and belief.

Date :

Place : Delhi

(Meenakshi Kaushik)

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