November **** - February ****

March **** - April 2021

September 2021 - Till date

POOJA PAWAR

***,**** ****** ***** *** Kohinoor electronic kisan nagar no2 road no16 wagle estate Thane west 400604

845-***-**** ad0evu@r.postjobfree.com

Objective

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.

Experience

Sutherland global service pvt ltd

Associate

Worked as SENIOR EXCUTIVE VOICE/

BACKEND ( AIRINDIA TICKETING PROCESS, KEY ROLE

Generating Daily reports and segregation for

daily activity

Live Monitoring of SLA Board

Floor Support to inbound queries to agents

Handling Escalation for day and keeping track

Supervision for everyday Issuance / Re

Issuance / refunds of Tickets Issued.

Accenture Solution Pvt Ltd

SENIOR EXCUTIVE

KEY ROLE Content Analysis and Moderation Maintaining Minutes of Monthly Clientinteraction Floor Support for Dailyprocess activity Floor Training for New Recruits Handling OJT Batches Report Generation and Tracking Sutherland global service pvt ltd

Senior Customer Service Executive

Handling Inbound Chat (Multiple Chats at giventime) Floor assistance for any live query

Handling Escalations for process.

Education

Mumbai University

Bachelor of commerce

Maharashtra State Board

12th pass

Maharashtra State Board

10th pass

Skills

Senior Customer Service Executive PROFILE ABOUT ME Extensive experience of 06 years in maintaining a positive,empathetic and professional attitude toward customers at alltimes; responding promptly to customer inquiries; communicatingwith customers through various channels; acknowledging andresolving customer complaints Expertise in ensuring sufficient continued communicationand transparency & contractual visibility to both parties alongwith continuous evaluation of quality, cost & delivery coveringperformance program SLA; demonstrated excellence inrecommending improvements to functionality, creating anddelivering quality services An effective communicator with excellent relationship buildingand interpersonal skills backed by strong analytical, problemsolving and organizational abilities Activities

Watching Sports over the weekends

Languages

• English • Hindi • Marathi • Read- English, Hindi, Marathi • Write- English, Hindi, Marathi POOJA PAWAR

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