Customer Care Contact Details

Details

Name- Jasmine Singh

Contact Details – +91-916******* and +91-987*******

Address: ***-* ****** * ***** 1 Mayur Vihar Delhi 110091

Email: **********@*****.***

EXPERIENCE SUMMARY

Italian Language Expert

Total experience: More than 12 years as an Italian Language Expert/ Translator in various industries: Legal, Client/customer care executive,Telecom Industry, Investment Banking as a Kyc Expert, Transition/Process Specialist, Contract Management, Query Resolution, Billing Expert, Customer care, Order management, Complete knowledge of Order to cash cycle Accounts receivables (Finance field), Claims management,Customer care executive (inbound & outbound calls), Market Research (primary and secondary ), Senior Technical Lead (Support) and Translation, freelancing/Language Trainer & Interpretation with Italian Trade commission.

International Experience In European market and In Asia Pacific

Nationality: Indian

I Know Hindi, English & Italian Language.

ACADEMICS

Bachelor of Arts (Graduation) in ITALIAN HONOURS from University of Delhi.

Advanced Level of Italian Language C1 in Tecnico-Economico from Universita’ Per Stranieri Di Perugia, Italy.

Certificate C3 in ITALIAN from Istituto Italiano Di Cultura (Italian Embassy), New Delhi.

PROFESSIONAL CERTIFICATIONS

TECHNICAL SUMMARY

Email Clients

Practical Exposure of Microsoft Outlook 2003, 2007 & Outlook Express

Application Software

Microsoft Excel, Word & PowerPoint

WORK HISTORY

Duration

Organization

Designation

September 2018 – till date

HCL Technologies

Sr. Technical Lead – L2 (Italian Language)

July 2015 – September 2018

Condeco Software Pvt ltd

Senior Application Engineer (L1) (Italian language expert)

December 2013- April 30 2015

WIPRO

ITALIAN LANGUAGE EXPERT in Investment banking for KYC purpose

September 2008 – November 2013

Tech Mahindra Ltd.

Subject Matter Expert- BT Italy-Telecom Billing (Italian language Specialist)

December 2013 till now

Italian Language Trainer/Translator (Par time-Freelancing)

International Lingua Institute

WORK EXPERIENCE

Current Organisation: HCL Technologies

Currently working as Senior Technical Lead for Italian Language for Lotus Domino (L2 Team)

Tenure: 17 September 2018 – till date

Job Description:

1.Providing (L2) support to Italian customers during EMEA Time zone.

2.Testing the New releases for Domino Notes

3.Translating the emails and taking calls for L2 related issues

4.Manage incidents, via telephone & email.

5.Troubleshoot the all the technical issue through remote session

6.Documentation, recording and updating incidents in the Service Now tool.

7.Communication, alerting technical staff via assignments and escalating to management

Condeco Software:

Designation: Italian Language Expert / Translator

(Sr. Service Desk analyst)

Role: Technical Support Engineer

Tenure: 27 July 2015 – 07 September 2018

We offer the below products:

Meeting Room Booking: Monitor, measure and make the best use of every meeting room your estate has, from any location.

Desk booking: Maximize your resources, increase building efficiencies and enable flexible working with any scale of workforce.

Touch Panel (Find available room & desk space in real time)

Mobile App (Condeco - Room booking & desk booking booking)

Responsibility:

1.Providing first line (L1/Level - 1) support to Global customers (English+ Italian) in a 24X7 environment.

2.Handling Customer real time query over the call and emails.

3.This role involves recording and answering of incidents or queries and using various remote access software to achieve resolution.

4.Manage incidents, via telephone & email.

5.Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.

6.Communication, alerting technical staff via assignments and escalating to management.

7.Monitoring, tracking and reviewing the progress of an incident and keeping the customer informed.

8.Troubleshoot the all the technical issue through remote session.

9.Upgrading Clients Condeco Site version to our latest versions release & Also applying patches on clients database server

10.Creating test sites for our clients to test our latest application version

11.Testing all the issues and scenarioes reported by our clients on our local enviornment.

12.Troubleshoot incidents on mobile devices like Iphone & samsung

13.Maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements Escalate more complex problems to the relevant 2nd/3rd line groups after initail investigation.

14.Experience of working within a global environment Fluent English with British or US accent & with Italian Customer.

15.Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)

WIPRO

Designation: Italian Language Expert / Translator (Kyc Expert)

Project/Process Name: Working for French Investment bank

Done transition for 3 months in Singapore (Outsourcing of French Bank Process: Credit Agricole)

Responsibilities:

-Translation / Certification of Italian documents, Business document received from client

-Sourcing of documents from public sources for KYC purpose- COI’s/Shareholder structure of entities/ banks/funds etc. Checking from various website: Registries, Bloomberg/Regulatory website etc

-Working as per Compliance Matrices Depending upon the Risk rating of a customer etc.

-Analyzing Information of Anti money laundering/ theft/ fraud etc.

-Training of new joiner on process.

Tech Mahindra Ltd.

Designation:Subject Matter Expert – Italian Translator

Project/Process Name: BTGS- Billing plus Operations – Italy

Done transition for 1year – Milan, Italy

Responsibilities:

Supervisor for Top and large clients like: Fiat etc and its subsdiary customers of BT Italia.

Coordinating/Handling Calls with Account mangers and Contract managers of FIAT and other BT Italia- clients

Client Interaction for all Top &large and small and medium clients

.

Job Role:

It was a billing project which includes various activities: Invoicing - Manual automatic, for Telecom services provided by British Telecom to BT Italia, Order management, Query handling of clients etc.

Being a part of Onsite Team (Milan), contributed majorly in backlog clearance of Data Services.

(October 2009-March2010) as a part of Backlog Clearance Program

Post backlog clearance program successfully completed the Transition from April 2010 to September 2010 of Data services for BT Italia from Milan (Italy) which included: (Training, Data Gathering, parallel run, reverse parallel run and go live). Was a part of transition and received training on billing for all Top &large and small and medium clients

Streamlined the Entire BT Italia Project in Noida Location - responsible for creation of Process Maps and SOP's

Maintaining SLA and KPI’s for the process.

Responsible for New Hire Training on billing of Data services

Handling critical set of Customer accounts along with billing of Core Data (Top and Large) of British Telecom - Italia customers further including diversified collection of business customers

Provides BAU Operational support to Core Data team

Quality monitoring: Conducts internal quality audits of critical transactions before the invoices are issued.

Helped Team members in understanding the data needs to be filled in various trackers in order to gather the correct information of revenue billed on weekly basis

Prepare and present weekly report to BTI governance work assignement

Need to make sure that the work assignments must complete as per the TAT provided by BTI governance

Create tickets to give instructions to the Billing team to make any amendments/adjustments in the Invoice

Conduct Best Practice sessions with the Team to clear and improve the process map whenever required.

Conducting weekly review calls with BT governance – which included the discussion of any existing issues faced by the billing team and the progression of weekly work assignment

Maintaining the Performance Tracker to track the performance (Quality & RFT details) of the Team and do One on One to discuss the knowledge Gaps and to provide the Coaching or and solutions

Identify the Training need of the Team mates and discuss it with Team leader to arrange a proper training session

Prepare the trend analysis of the Quality Scores of all the Team mates and present a report to Team leader to prepare a BAU Coaching Plan for required Team members with development needed

Every month creation of account reconciliation report in order to match the revenue received with the revenues billed into the systems before the invoices are issued

Distribution of work among the Team mates.

Identify the new work scope on existing contract and discuss it with Team Leader.

September 2008 - Till August 2009

Designation: Associate (Italian language Expert)

Project: Ivobank which is an online bank regulated and authorized by FSA (Financial Services Authority) UK. It has its head office in London, UK and operating in 10 countries including Italy.

Job Role:

From March 2009 till date working in TECH MAHINDRA for a Banking Process as a Senior Financial Analyst (Italian).

Achieving allocated business target and Quality deliverables as per Service Level Agreement.

Ensuring high quality customer service for their queries on live contacts through call, chats and emails in Italian and in English.

Handling difficult customer situations and contributing to the overall achievement of Business Growth.

Translation of mails from the Ivobank customers and documents received from different teams within the process.

I energizer Pvt. Ltd.

Designation: Customer Service Executive (Italian Language Expert)

January 2008 – August 2008

Project – Gaming process

Job Role:

Blended process of Voice+Web,- wherein handling in-game queries, subscription, payment quesrie etc through emails and calls

EXEVO (MRO) (On contract)

Job Role:

Conduting various interviews and surveys through phone, Translation Work, Call Auditing- Checking the quality of call.

90% of total work will be deployed as Conducting telephonic / web based interviews in Italian language- Primary task.

Conducting Back Checks: Call back the respondent and confirm if he has participated in the survey.

Auditing Interview Calls for Research Associates and providing the feedback accordingly.

Conducting the required percentage of Quality Checks in specified time period, a day / week / month.

Interpretation Projects 2007-2008

Done various Interpretation projects for 1year (February 2007 to January 2008) with Italian Delegates organized by Italian Trade Commission and Eloquenza Italian language services ( on contract basis), worked in 2008 January as an Italian Language interpretor in Auto Expo.

Worked with Italian Trade Commission in Bombay and Calcutta on Prodi’s Visit to India as (Translators) organized by Italian Trade Commission.

Additional Experience- (Contractual Freelancing) International Lingua Institute

-I have worked with Italian Trade Commission as an Intrepretor and worked during Italian PM visit in the year 2007 and also worked in Auto Expo in the year 2008

-Working as Italian Language Specialist/ Freelancer with International Lingua Institute Since December 2013 till now.

-Have done Interpretation B2B, Translaltions (Techinal and Legal) & Corporate Trainings. 2013 till now

-Worked with JSQUAD for Italian Sentiment project 2019

Details

Name- Jasmine Singh

Contact Details – +91 - 916-***-**** and 987-***-****

Address: 197-E pocket 1 phase 1 Mayur Vihar Delhi 110091

Email: **********@*****.***

Contact this candidate