Raina Pandey

Mumbai, Maharashtra

#readytowork

Work Experience

Keyword Analyst

Hello media works private ltd - Mumbai, Maharashtra February 2020 to Present

Image editing and quality checking. Generating reports. Generating Mis and working on cloud system. Giving feedback. Analysing images, doing Quality checks, adding keywords. Co-ordinating with team and seniors.

Senior Executive-data analysis

Discovery Real Estate

September 2016 to January 2019

Manages data group, resolving client queries, manages different onshore and offshore projects, Analyse, Update client database and prepare MIS report, project planning and monitoring project and allocate projects to the team to meet deadlines, quality parameters and budget requirements. Maintaining payment schedule, cost analysis, budget control.Bill Processing, coordinate with project accounting team .Google analytics, Seo-click through rate, bounce rate and redirect, SQL, Sap, siebel, Team handling, mentoring, Training, Audits.Supply chain Management retail and logistics. Senior Associate-data specialist

Wipro ltd

March 2015 to September 2016

Handling the Delta Airlines (Air Cargo) warehouse, Manifest and encoding the shipments by destination through cargo spot system and finalizing the flights. Solving US Customer flights queries, writing correspondence for any grievances of customers flight delay and others on email.

• Working on different ques schedule change, baggage claim. It includes a full range of customer service functions. Assisting passengers with tagging luggage and baggage checkin, finalising tickets,coding by manifesting warehouse and makes and/or changes reservations, seat assignment, answers inquiries about flight schedules and fares, verifying reservations by phone or on email, figures fares and handles payments. Auditing Mis and Mentoring new joinees associates work flow. Practitioner CRM Operations-Technical specialist

IBM Daksh Business Process Services Private Ltd

March 2013 to December 2013

This includes technical advice, trouble shooting and appropriate resolution to the UK customer for any technical issues ongoing issueswith landline, mobile, computer software, broadband, router or fibre broadband etc.

Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions. Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies.

Senior Process Associate (CRT Supervisor Referral) Tata Consultancy Services (TCS)

December 2008 to September 2011

Allocating work to the team and data collation.

• Enrolling new processes. Maintaining excel sheet with relevance to work done by the Team. Making Calibration call to the clients on weekly basis. To allocate referrals to the team and works in retail banking.

• To work on Supv-03 referrals and US market customer accounts case study. Processing fees, to raise adjustment ticketsreject, feedback to customer service agent onthe basis of supervisory authority. Collating data and sending it to the managers and team.To Work on other Feedback such as Rfor01, Crto01, Um & Agent Name Files etc. on weekly basis.To Work on Comp 01 referrals, segregating them into complaints orcommendation fo customer service agents from customer.Preparing MIS, Trackers and PPT, Conducts Audit for process improvement and compliance call monitoring of a sales team. Training to new joinees in the absence of team manager. Made foundation and leading analytics to solve the problems of Tcs internal process. Maintaining and tracking the data ISU wise getting created for the project. Assets tracked at every milestone for timely completion and payment to the vendor. Various reports generated as per management requirements. Testing the assets created by the vendors tocheck on clarity, distortion and other errors. Cordinated with the vendors and the ISU spocs as and when required. Worked on CMS application for upload of the assets and other data to be displayed at the center. Maintained the repository of the data created by the vendors and ISU's for the center.Assist CITI Bank Customers for United States market with regards to financial adjustments. Determine client requirements by working with customers with careful study of the Credit Card accounts of the customers and processing the financial adjustments and supervisory credits on the customers accounts. Auditing and approving the credits processed by the escalation teams throughout CITI Bank and providing appropriate feedback based on the requests worked on, to the associates on a daily basis. Managing MIS and generating reports for the process on a daily basis across all the sites handled. Monitoring calls for sales compliance team for citi bank.Evaluating the legal requirements of the product from compliance aspect And auditing the sale made by customer service executives. Handling the team in the absence of team leader and assistance with maintaining MIS and team monitoring information. Update new hires on job knowledge by conducting refresher training's and manage the on job training.

• Computer Knowledge: Office Automation

Education

Bachelor's in Vocational commerce

Mumbai university - Mumbai, Maharashtra

April 2019 to May 2020

H.S.C

Mumbai University

2001 to 2002

S.S.C in commerce

Mumbai University

1999 to 2000

Skills / IT Skills

• database, client cordination, office automation

Certifications and Licenses

marketing and salesmanship and advertising

March 2005 to April 2005

Office Automation

March 2002 to April 2004

Project Management Professional (PMP)

July 2020 to Present

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