Services Representative Data Analysis
Resume:
Anuja Srivastava
Email: ********@*****.***, Phone: 401-***-****
West Chester, Pennsylvania
19380
. Currently working in Infosys
I am working as Retirement Plan Services Representative (Participant Services) : and the skills involved are : Client Relationship Management skills, analytical and detailed orientation, ability to organize, prioritize, and multitask, excellent verbal and written communication skills, ability to work well independently as well as within a team, working on different Retirement plans, 401k data analysis, 401K Plans for different Clients, 401K administration, and research on loans, processing of loans,contributions, hardship withdrawals, other types of withdrawals, LOA, post-retirement money transactions, rollovers, terminations, Beneficiary Transactions and Administration, processing the transactions requests and following up with the customers on the same by following the IRS guidelines, plan rules and procedures, Taxation information on withdrawals and transactions, resolving complaints and escalation of issues to the relevant department to focus on the customer's requirement and finding the solution.
Prior to the current role, I worked as Adjustment Resolution Associate (Operations)in the same Company at Infosys, where I worked with a team of professionals to provide high-quality solutions and support to our Clients across different domains and industries to help in financial and investment resolutions and Retirement plans. My work areas were related to Financial data Visualization, Data Research, Transactions related to Payroll management, Client Communication, Collecting data, Working on different Investment Plans for different Clients like FedEx Corporation, Google, Cox enterprises, Columbia University etc. for different platforms on 401k Data Analysis, Cognos reporting, Vista, Rumba, PRS, Excel, Infopac, KPI, WMS, Macros and other IIG produvtivity Systems.
Worked as Gig Brand Ambassador for Omni Interactions for Unemployment Benefits and Claims for State of Washington: Assisting the unemployed people to help with their career search, job applications, providing them with different resources and career links for skills enhancement and workshops arrangements, on the job training applications help, career guidance and helping them to achieve their career goals, Helping the unemployed people to apply for the claims related to unemployment, benefits claims and background check requirements and research.
•Worked as Customer Relations Advisor in UK Power Networks (formerly EDF Energy), Fore Hamlet, Ipswich, UK
•I have worked as a Treasurer (Voluntary) in St. Helens Playgroup Ipswich (UK)
•I have worked as Implementation Executive for BT Mobile Operations in British Telecom, Belfast (UK) employed by HCL Technologies (Northern Ireland) Ltd.
•Worked as Customer Service Advisor at (Manpower UK Ltd.), Belfast (UK)
•Internship as HR Trainee followed by Customer Relationship Management Trainee in Bharti Enterprise Ltd. (a Telecom Company), Gurgaon (India)
•Double Master’s in Economics and Business Administration
•Specialized in Economics focusing on conservation and allocation of resources in conditions of scarcity, together with the organizational frameworks related to these processes. Also specialized in instruction in economic theory, micro- and macroeconomics, comparative economic systems, money and banking systems, international economics, quantitative analytical methods, and applications to specific industries and public policy issues.
•Have specialization in Human resources concepts in Training, Recruitment, Employee Relations, Benefits and Compensation, Organizational Behavior, Job Satisfaction, Cost Management, Payroll Solution, HR Administrative processes.
•Training in Resume matching and recruitment, administration, and client communication.
•Internships in Compensation Management in previous job, administration, and time management.
•Reporting to the Manager/ Supervisor for monthly reports and making presentations.
Assignments
The details of the various assignments that I have handled are listed here, in reverse chronological order.
Project/Post Held
Retirement Plan Services Representative (Participant Services)
Organization
Infosys, Malvern, Pennsylvania
Period
November 15th 2023 till date
Description
To develop knowledge of Client base, retirement plan products and services, the overall financial markets, and the related legal, tax, and regulatory issues in order to respond accurately and thoroughly to client inquiries.
Responsibilities
Develop basic knowledge of client funds, products and services, the overall financial services industry through classroom training, on-the-job training, and self-study. Provide high quality client service across Institutional Participant Services by responding to participant phone inquiries and providing account and plan information from various information systems. Provide fund and investment performance information to participants by phone. Respond to plan participant inquiries pertaining to certain legal, regulatory, and tax-related issues through verbal and written communication. Identify routine participant needs/problems with urgency, professionalism, and efficiency; determining alternative solutions; resolving the problem using current workflow procedures. Initiate transactions for participants including loans, exchanges, allocations, and terminations. Work with the various areas of the Institutional Investor Group Division to enhance overall quality and workflow efficiencies. Appropriately utilize management, resources and specialty resolution teams needed to resolve participant inquiries. Provide industry knowledge to fund performance and retirement investing. Participate in special projects and perform other duties as assigned.
Project/Post Held
Adjustment Resolution Associate
Organization
Infosys,Malvern, Pennsylvania
Period
February 7th 2022, till November 15th 2023
Description
Provide operational subject matter expertise for the adjustments process. Completes daily tasks such reconstructing processing and associated money movement, reconciliations, reporting, and communication of impacted subsequent transactions, follow up on the given assignments within a targeted timeline.
Recent Skills: Capital Markets, Wealth Management-Brokerage SVC Recovery-eWorkflow Tax Distributions.
Responsibilities
Conduct in-depth analysis of the most complex errors, determines course of corrective action, and execute on the resolution plan. Responsible for preparation, ownership, and execution of corrective adjustments for errors identified by internal/external clients. Independently work to find solutions when presented with problems.
Provide expert advice and consultation to internal business partners and independently determine how to best resolve elevated issues. Manage corrective efforts for the largest/most complex issues and effectively communicates projects status to all departments impacted.
Establish and maintain working relationships with internal clients and key stakeholders. Communicate regularly with Client Services, Participant Services and Transaction Processing regarding client issues. Participate in conference calls and client meetings as needed.
Monitor the adjustment process to ensure problems are resolved accurately and on a timely basis. Maintain detailed work plan of the transactions and respective funds involved in the correction. Run daily edits to verify accuracy of corrections before the system is updated. Run night updates with corrections. Reconcile deposits for Treasury Operations and Global Fund Accounting.
Proactively identify trends, workflow, and system issues. Recommend process improvements and develop necessary solutions or system enhancements.
Manage departmental projects related to future modifications and enhancements of adjustment workflows. Take a leadership role in implementation and change management and consult with business partners throughout the project lifecycle. Contribute to a positive and productive working environment. Maintain effective working relationships by handling peer and management interactions in a positive and diplomatic manner. Continually strive to assist the team in reaching both team and departmental goals.
Perform independently and with a high degree of quality. Use a logical approach to problem solving and understand how the department, client, and internal business partners will be impacted. Use judgment on when to involve others and escalate complex situations.
Participate in special projects and other duties as assigned.
Project/Post Held
Substitute Teacher (Virtual)
Organization
Kokua Education, Philadelphia, PA
Period
June, July 2021
Description
Full Time
The work involves working or covering the lead teacher in her absence following the guidelines provided by the Lead Teacher and following the School curriculum.
Responsibilities
Assisting the kids in the Classroom Virtually following the directions given by the Lead Teacher in Zoom Class, assisting with Classwork with Google Classroom and other related apps., working on different Class projects.
Project/Post Held
Gig Brand Ambassador (Independent Contractor)
Organization
Omni Interactions, INC (OMNI),Colorado
Period
May 30th 2020 till August 5th 2020
Description
Full Time
The work involves providing services to the Client (State of Washington's Unemployment Insurance (UI) Program, as part of Omni Interactions (Omni) using the Omni Technology Platform, working remotely .
Responsibilities
Taking inbound calls working as Faneuil Unemployment Insurance (UI )Tier 2 Customer Service Agent for the Employment Security Department, Washington for Unemployment Benefits and Claims.
Answering basic questions related to Unemployment Insurance/ Benefits.
Providing instructions on how to file a claim online.
Verifying the Identity of the Claimants with various information.
Checking the status of Claims Filed.
Reporting Fraud Information and directing the call to the OSI for investigation.
Responding back to the queries of Claimants on Web Notices and emails.
Providing Information of various Unemployment benefits to the Claimants like Regular UI, Pandemic Unemployment Assistance, PEUC etc.
Providing Work source Information for Job Search, Trainings and various Career Options.
Reopening of Claims and Updating Information on the Claimant's Account.
Transferring the calls to the relevant Department for specific benefits and claims queries.
Resolving Issues and call backs if required.
Project/Post Held
Assistant Montessori Teacher
Organization
YMCA of Greater Brandywine,West Chester,Pennsylvania
Period
November 19th, 2018 till February 2019.
Description
Full Time
The work involves assisting and the lead Teacher in classroom activities of the Preschoolers, supervising all the activities while following the Montessori curriculum.
Responsibilities
Assisting the Lead Teachers with planning and implementing daily activities.
Always oversee the safety and whereabouts of the children in the group.
Provide safe and interactive programming to encourage development and involvement in activities.
Mentoring children around the YMCA Core Values.
Obtained DHS required clearances upon hire.
Attend all staff meetings and trainings as specified by the Director.
Project/Post Held
Assistant Teacher
Organization
Goddard School, Early Childhood Development
Period
March 13th 2018 till November 8th 2018
Description
Part Time
The work involves assisting the lead teachers in classroom activities of the Preschoolers.
Responsibilities
Designing an appropriate room arrangement to support the goals and developmental level of the children in classroom.
Making sure that the equipment in the classroom is in good repair.
Understanding and implementing, when necessary, emergency procedures
Promoting healthy eating practices at lunch and snack time.
Understanding, children are never left unattended.
Posting schedules that meet the children’s need for routine and learning.
Understanding the cleanliness of the place where children are present.
Helping in various games and activities of the children for different projects.
Project/Post Held
Customer Relations Advisor
Organization
UK Power Networks, Ipswich (UK)
Period
September 2010 till March End 2011
Description
Part Time
The work involved Dealing with customer’s queries, complaints, claims, processing and Administrative work, research and data analysis, data collection about various clients and customers.
Role
Team Member
Responsibilities/Highlights
•To receive customer’s calls and letters for claims, queries related to power cuts and conditions after the power(electricity) been restored.
•To log customer’s queries
•To create files
•Investigating the problems or issues of customers and sending details to other investigation teams.
•Following Guaranteed Standards laid by Ofgem
•Responding customers and departments through letters and emails
•Passing details to related hubs or regions to solve the queries.
•To raise payments for claims related queries
•To raise the customer’s details on CCS (on inhouse software )
•Working in a team of 25-30 people
•To provide reports to Team Leader
•Different administrative work related to CCS
Project/Post Held
Treasurer
Organization
St Helens Playgroup, Ipswich (UK)
Period
March 2009 till June 2009
Description
Had Joined St Helens Playgroup as Treasurer (Voluntary Work).
The work involved Funds Handling, Processing and Administrative work.
Role
Team Member
Responsibilities/Highlights
•To pay staff wages and expenses
•To pay all invoices and other expenses
•To be responsible for Petty Cash
•To bank all money coming into the playgroup
•To provide reports to Committee meetings and Annual General Meetings#
•To prepare the Year End Accounts for Auditing and to submit Annual Return to the Charities Commission
Project/Post Held
Implementation Executive
Client Name / Organization
British Telecommunications Ltd.. (Employee of HCL Technology NI Ltd.)
Belfast (UK)
Period
August 2004 - January 2005
Description
Worked as BTNI Mobile Operations Implementation Agent which primarily involved Order Processing for BT Mobile for Business Customers. The job included processing of orders with the details received from various Sales Agents. Credit vetting, validity of Address etc, Mobile No Allocation, Details about Activation, expiry of the SIM and PAC and then reporting back to customers with either failure or success of the order and various admin work.
Role
Team Member
Responsibilities
•Client Communication
•Administrative duties
•Maintaining files
•Arranging meetings
•Order Enquiry
•BSS Dialogue
•Order Processing
•Credit Vetting
•Reporting
•Activating MMS on Customers SIM
•Provisioning of Mobex and Switchboard Numbers
Project/Post Held
Call Advisor / Customer Service Advisor
Client Name/Organization
Apollo Contact Centre, (Manpower UK Ltd.), Belfast (UK)
Period
May 2004 – Aug 2004
Description
Worked as Call Advisor and the duties included taking Orders from Business Customers for Broadband (ADSL, VAS) along with Telephone Lines. Existing Customers Regrade, Moving Premises and Complaints were also addressed by us. The job including Billing Initiation for the customers and arranging Engineer Visit.
Role
Team Member
Responsibilities
•Broadband Order Processing
•Call/Customer Handling
•Complaint Resolution
•Arranging Engineers Visit
Project/Post Held
HR Trainee and Customer Relationship Management Intern
Organization
Bharti Enterprises Ltd., Airtel (India )
Period
3 Months (2002)
Description
For Recruitments and Resume Matching, Organizational behavior, administrative processes, customer satisfaction survey and client communication.
Role
Management Trainee
Qualifications
Degree and Date
Institute
Major and Specialization
MBA in Business Management (Aug 2001 to July 2003) (Masters)
Ewing Christian College, University of Allahabad (India)
HumanResource Management
MA (Aug 1999 to July 2001) (Masters)
Kanpur University
(India)
Economics
BA (July 1996 to June 1999) 3-year course (Graduation)
Allahabad University (India)
Economics, Philosophy, Hindi
Intermediate (July 1994 to May 1996)
St. Anthony Girls’ Inter College, Allahabad (India)
English, Physics, Chemistry Biology, Hindi
High School
(1994)
Stella Maris Convent High School, Sultanpur (India)
English, Maths,
Science, Hindi,
Social Science
Trainings
Course
Period Attended
•Completed CPR, AED and Basic First Aid Training
• Certificate of completion in Recognizing and Reporting Child Abuse: Mandated and Permissive Reporting in Pennsylvania: PA Child Welfare Resource Centre.
•Certificate of Completion in Health and Safety Basics: Penn State Better Kid Care Program (6hrs)
JULY 2018 VALID UNTIL JULY 2020
MAY 13TH 2018
JULY 11TH 2018
Web Designing Course in CSV Multimedia Clubhouse, Ipswich (UK)
Sep-Oct 2008 (2 months)
Halifax Sponsored training in HR training, Computer Proficiency, Preparing Reports and Presentation Skills, Proficiency in English Language, Numeracy, Communication Skills, Belfast (UK)
Jan-Feb-2004 (2 months)
Summer Training in Human Resources, Customer Care, Tele Marketing from Bharti Enterprise Ltd Gurgaon (India)
May-June-July
2002 (3 months)
Level 2 Certificate in Adult Literacy from Community Learning & Skills Development (Suffolk), City & Guilds
December 2010
Level 2 Certificate in Adult Numeracy from Community
Learning & Skills Development (Suffolk), City & Guilds
April 2011
Tools and Technology
Data Bases
Operating Systems
Special Language/Software/Tools
•MS Access
•WINDOWS
•Microsoft Office
(MS Word, MS Excel, MS Power Point)
•HTML
•Web Designing
Personal Details
Date of Birth
10-12-1978
Nationality
Indian
Marital Status
Married
Contact Number
Address
1204 Isaac Way
West Chester (Pennsylvania)
19380
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