Customer Service Training

RESUME

Authbridge Research services – Apr **** – Present (Client coordinator – Tech Mahindra)

Securitas India July 2016 – March 2018 as Team Leader (Operations).

Pinkerton July 2015 – April 2016 as Senior Research Associate (Operations).

Dataflow Group (India) Pvt. Ltd. (Head Office) December 2012 – July 2015 as Lead Associate

(Operations).

Sony India Pvt. Ltd. Oct – December 2012 as Customer Support Executive ANJALI SHARMA

Email:********@*****.*** Tel: 886******* / 807-***-**** Career Objective

Intend to build a career with leading corporate of Customer Service and Operation environment with committed and dedicated people, which will help me to explore myself fully and realize my potential. I wish to work as a key player in challenging and creative environment. Organizational Details

Academic Credentials

B.Sc (IT)

GNIT

KUVEMPU University

NIIT

65.00%

65.00%

2012

2012

Intermediate CBSE Board 62.00% 2008

High School CBSE Board. 68.00% 2006

IT Skill set

Operating system

:

Windows XP, Vista, Seven.

Software Packages : MS-Office, SAVION, Talisma (CRM), PBRS, Smarty Verify, I bridge

Co-Curricular Activities

Data Flow :

Securitas :

Part of Managing group for all events and function Part of Managing group for all events and function for verification department.

Part of Auditing team

Airtel Delhi Half Marathon 2016

TATA MUMBAI MARATHON 2017

TCS WORLD 10K BENGALURU 2017

TATA STEEL KOLKATA 25K 2017

TATA MUMBAI MARATHON 2018

TATA MUMBAI MARATHON 2019

RESUME

Work Experience

AUTH bridge Research Services (Client Coordinator – Tech Mahindra) Apr 2018 – Present. AUTH bridge is giving instant identity verification, employment background screening, customer screening, partner due diligence amongst many others. Client Coordinator

Make good relations with the recruiter and BV SPOCS from client end to have good business.

To share Reference numbers to recruiters on timely basis with the help of initiation team.

Reduce the first level insufficiencies.

Sharing the Trackers to Recruiters and BV SPOCS.

Reducing the operation level escalation from client end with providing the necessary update and solutions to them.

Sharing time to time update of cases to client.

One to one meeting with BV SPOCS to understand their queries and giving them accurate solution.

Handling all internal and client calls.

Give trainings to new Implants

Sharing the Final reports to client through automatic tracker.

To Schedule the meetings of Salesperson or operation mangers with client after understanding their requirements and needs.

Securitas India (Team Leader - Operations) July 2016 – March 2018. Securitas is one of the leading Security Services and Background Verification providers in India and presently employs approx. 35,000 trained personnel across India. Single Point of Contact

Delivering services as per agreed agreement.

Initiating cases on timely basis received from the client’s end.

Giving insufficiencies details about the received cases.

Follow-ups with the candidates and clients for their documents to start the BGV process.

Sharing Progress sheets and insufficiency sheets with the clients on weekly basis.

Raising invoices to the client in the end of the month and clear the billed amounts.

Taking weekly and monthly calls with clients to ensure about the services.

Creating PO and invoices for the clients.

Visiting to clients for better services.

Handling all internal and external escalations.

Pinkerton (Senior Research Associate -Operations) July 2015 – April 2016.

Pinkerton is the industry’s leading provider of risk management services and solutions for organizations throughout the world. It has 160 years’ experience managing risks that could potentially harm your business or enterprise.

Client Account Management

Ensure to fulfil all the requirements of the client as per agreements.

Initiating cases on timely basis received from the client’s end

Giving insufficiencies details about the received cases.

Follow-ups with the candidates for their documents to start the BGV process.

Sharing MIS with the clients on weekly basis.

Raising invoices to the client in the end of the month.

Taking weekly calls with clients to ensure about the services. RESUME

MIS /Data Log Audit and Creation

Performing final scrutiny of the detailed reports generated report writing team.

Spotting if any possible error, if found than reporting the team Leads for further improvement.

Verifying final reports to be shared with client.

Project lead in carrying out random audits on weekly basis.

Executing detailed audit with support of team leaders at month end reporting to Management. Training Coordination

Identifying the training needs across levels & conducting Refresher Training for the employees to improve the productivity

Training new employees in areas including product knowledge, customer communications and internal systems

Provide refresher training

Evaluate training and report on trainees

Timely & constructive feedback and counselling of the trainees

Dataflow Group (India) Pvt. Ltd. (Senior Associate Operations) Dec 2012 – July 2015.

Dataflow Group provides compliance and integrity services and protects communities by helping ensure that the professionals serving them are qualified and competent. Data Flow Group assists clients in preventing illegal immigration. Also assist professional bodies in maintaining high standards and safeguarding their members' reputations.

Overseas Client Management (SCHS, SCH, DHA and MOH UAE)

Close follow up with clients to ensure healthy need analysis.

Planning the process refreshers as per the current needs.

Implementing the planned process and assisting Client and applicants for same.

Supporting applicants to get status of the application.

Acting as single point of contact for clients and applicants for dispute resolution.

Assisting Team members to ensure healthy closure rate by month end.

Acquisition of feedback and assisting quality team in analysis of areas of improvement. Escalation Handling

Handling Escalated Applicants and raising request to management.

Direct communication with the applicants to avoid escalation sand quick resolution.

Proactively gauging the applicants request and Initiating Pre-alert to Management.

Follow up till closure and providing resolution accordingly.

Sony India Pvt. Ltd. (Customer Support Executive) Oct – December 2012

Handling Customers Escalation over voice calls.

Creating PO for spare parts.

Preparing I/W and O/W claims.

Maintaining the FOC part claims from ASC’s.

Fetching the feedbacks from the customers and service centers.

Coordinating through E-mail with Regional Service and Demo Departments for Resolution.

Daily follow up with Regional Service and Demo teams for resolution of Escalations.

Maintaining monthly Root Cause Analysis report of Escalations.

Sending daily Escalation ID Report to region and keeping them in follow up until closure. RESUME

Personal Dossier

Date of Birth

:

29-03-1991

Father's Name : Mr. JNP Sharma

Languages known : English, Hindi

Address :

A-705, Antriksh Golf View 1 – Sector 78, Noida, 201306 Declaration:

I consider myself familiar with Customer Service and Operation Environment. I am also confident of my ability to work in a team.

I declare that the above-furnished details are true to the best of my knowledge and belief. Place:

Date: Anjali Sharma

Contact this candidate