Support Specialist Customer Service
Resume:
Neha Munjal
Assistant Manager
**********.*@*****.***
http://www.linkedin.com/in
/neha-munjal-656a1a61/
CAREER OBJECTIVE
To apply my diversified
experience and knowledge in the
field of client service, counselling,
document investigation, office
administration and to be a
mentor who can transform career
roadmaps for students who
needs support. I want to achieve
a challenging position in your
well-respected organization
where I can grow and develop my
skills further to meet the goals of
the organization.
KEY SKILLS
Operations & Management
Problem-Solving
Client Servicing
Adaptable and agile to change
Communication
Listening
Leadership
Team Management
Research analyst
Multitasking
Can-do attitude
Reporting
Administrative
PROFESSIONAL EXPERIENCE
Assistant Manager Dec '19- Present
Pearson Education Services Ltd. Noida, India
Pearson Education Services Ltd.
Key Tasks:
Technical Support Specialist Aug '19- Aug '19
Concentrix (New Zealand) Services
Limited
Wellington, New Zealand
Concentrix (New Zealand) Services Limited (Wellington) Recently promoted as a Technical Support Specialist role through Internal Job Posting Key Tasks: Taking complete ownership of The Entrepreneurial Edge Program delivered by London Business School and provide high touch support to students and act as the student's main point of contact during their program of study
Acting as a liaison between learner from all over the world and faculty from London Business School in order to run program smoothly Coordinating with students for smooth delivery of the entire program by guiding and monitoring students' progress regarding issues such as student orientation and registration, course materials, billing and navigating the online course on Learning Management System Blocking calendars and initiating calendar invites to students for the upcoming session.
Share recording links with Learners after completion of every session Collecting weekly feedback over Lime survey or Monkey survey tool Come up with newer ways to leverage the delivery platforms and technology
Discuss strategies with team members on improving the delivery process Sharing Participants result and providing them certificates from London Business School
Assemble data and prepare periodic reports
Contact each new student to conduct a Learning Preparedness Assessment or similar process, including leading new student welcome/orientation calls
Evaluate student's abilities, interests and personality characteristics in order to provide regular guidance and support activities Preparing collection sheet and checking it on the due Payment date Following up with students who are facing Technical glitch in getting access on their online learning Management System and making sure to resolve it in timely manner
Implement re-engagement initiatives to bring inactive students back into the program
Handling issues related to battery, power and usage of Devices Software update and reinstallation
Setting up repair for physical damage and hardware issues Handling queries related to App and iTunes store
Assisting in resetting passwords
Ordering device accessories on requests
Screen sharing when required to fix any issue
Performing tier 1 issue support and troubleshooting through diagnostic techniques and pertinent questions
High Attention to details
Virtual Event Management
Technical SKILLS
CRM
Mac mail
Citrix
Database Management
Oracle tool
Microsoft Office Suite
CMS
Karina
Blackboard Collaboration
Zoom virtual Meeting platform
Management
Salesforce
Book Master
Delivery Centre Support/Travel
Consultant
Feb '18- Aug '19
Concentrix NZ Auckland, NewZealand
Key Tasks:
Major Achievements:
Technical Support Specialist Oct '17- Dec '17
Spark New Zealand Auckland, New Zealand
Spark New Zealand Key Tasks:
Client Service Agent Jul '15- Nov '16
Planning for Canada Delhi, India
Planning for Canada managed by Colleges and Institutes Canada, India Key Tasks:
Perform diagnose to identify hardware of software related issues Handle queries related to Air Ticketing, cancellations, changes and Refunds for Air New Zealand domestic and Short Haul travelers Adherence to a schedule and maintaining monthly stats which includes AHT, Revenue per call, client satisfaction and Hold time Communicate effectively with clients, peers, support personnel and management
Business development through cross selling flights tickets, rental cars and Travel Insurance
Follow established organizational security policies and procedures Efficiently using latest technological tools - QIK, CRM, Korunet web portal client
Dealt proactively with a wide range of queries, ensuring a high standard of support and customer service
Maintained call quality score above 98% always and Average Hold time and Average Call handling time used to be always under the threshold Promoted to a Technical role due high performance at work through Internal Job posting
Assist Spark personnel in migrating current business customer base from an existing email platform to new email platform
Configure technical settings required for email clients such as outlook, Mac mail and thunderbird including android and iPhone Ongoing technical support for business customers regarding all aspects of their spark business mail
Efficiently using Citrix, Spark CRM, SBM & TBM portal and Genesys tools to login
Resolving Technical issues over the phone
Acted as a liaison between clients and colleagues from the Online Global Mobile team for conducting virtual sessions smoothly Generated and developed statistical report on clients and analyzing trends Provided project reports as required and handling in Country logistic arrangements
Referred to organizations and agencies in Canada that help immigrants integrate into the Canada's lifestyle
Contacted clients via email or phone calls to give them updated Major Achievements:
Claim Auditor Oct '12- Jun '15
United Health Group Associates Noida, India
Key Tasks:
Team Member Aug '10- Jul '12
AON HEWITT Associates Gurugram, India
Key Tasks:
information about the program
Coordinated with prospective people moving to Canada to help them register on the website
Planning and Organizing- Coordinating and organizing meetings/online and in-person sessions. Booking flight tickets and hotels to organize sessions
Monitored client status and progress throughout the process Maintained unstructured Client data of almost 5000 clients into a structured form on IRCC Database System
Responsible to Invite 40-50 clients for each In- Person session, sending them Venue confirmation details and following up on the GO (Group Orientation) day to make sure that no one drops from the session. In the break taking timely attendance
Organized and handled meetings, made necessary arrangements for visitors from India and high commissioner of Canada in India Secretarial - taking minutes of meetings and forwarding that to the team and ordering stationary
Assemble data and prepare periodic and special reports Recognized by the management in increasing the number of Participants to the CIIP program organized every week in different states, for which I did some research by generating a report via Canadian Government Database Management System to visualize number of immigrants received Permanent Residency Card to Canada
Got Opportunity to meet delegates from Indian Embassy and High commissioner of Canada in India
Auditing claims to identify and resolving examiner and system errors Identifying any inappropriate billing issues
Performing retrospective audits identifying overpayments, underpayments and system configuration issues
Reviewing daily audits and taking appropriate actions Communicating audit results and making written recommendations to the appropriate associate Major Achievements:
Processed 250 claims in a day with 98.99% accuracy and soon promoted as an Auditor; started to audit claims processed by new hire Making use of actuarial tools while performing day to day business Using different actuarial formulas to calculate years of service In April 2011, I was transferred to Ongoing Controls Audit Team was involved in responding to the managers to avoid any errors and financial loss to the company.
Performing internal audits for the process to ensure evasion of unnecessary liability arising out of incorrect processing Major Achievements:
Process Associate Aug '09- Apr '10
Barclays Services Ltd Noida, India
Barclays Services Ltd Key Tasks:
Senior Technical Support Specialist Sep '07- Jun '09 HCL BPO SERVICES Noida, India
Key Tasks:
Customer Support Specialist (Travel
Consultant)
Sep '05- Mar '07
IBM DAKSH Gurugram, India
Key Tasks:
CLIENT SERVICE SKILL
Demonstrated strong logical and analytical thinking skills Worked effectively within a deadline driven and team-based environment Learnt to use actuarial formulas on Excel
Helping Customers in logging into their online bank account Generating their online Pin, Password and Telephone Identification number
Helping them in creating online login Id and password for their Bank account
Helping customers in making online payment, setting up direct debit and standing order
Giving Out their bank details online after verifying their details Coordinated with technician on a faulty PSTN connection and staying in touch until the work is completed and ticket is closed Resolved queries related to broadband and PSTN services Activated and deactivated their broadband and PSTN account as per requirement
Conducted troubleshooting and assisted in installation Informed the customers about new plans as well as sending them brochures
Resolving Technical issues over the phone.
Handled customer queries related to Air Ticketing for Domestic flights within The US
Forwarded requests to lost and found desk at the airport in case of any item lost by the customer on the flight or at the airport Acted as a liaison between passengers and airport staff at different places in the US
Managed a high-volume workload within a deadline-driven environment Helped attain the highest customer service ratings as determined by external auditors
A true professional with over 8 years of experience in the client FEEDBACK ON LINKEDIN
“I worked with Neha for over a year. In her role of Client Services Assistant, she always tried to help our clients as much as possible and was a very hard- working member of the team.” Kathryn Downham - Client Service Assistant
– CIIP
“I have had the privilege of working with Neha for a year. In that one year, I have seen Neha growing – both as a professional and a human being. Neha is customer orientated and always focuses on solutions. She uses unique ways to determine what the clients need and has the capability of tweaking her deliverables accordingly. As a pragmatic leader and a realist, she can grasp ideas in a holistic manner and still pay attention to minor details. Neha is known as kind and positive – two qualities that define her completely. As a creative thinker who possesses a can-do attitude, Neha is always a pleasure to work with. I recommend her for administration and customer relationship position at any organization that chooses to take benefit from her diverse skills.” Shivani Rana- Orientation Officer – CIIP
EDUCATION
Bachelor of Arts Jun '07
University of Delhi Delhi
Pearson Test of English
Pearson PLC Globally Valid
Scored 67 in Pearson Test of English
Post Graduate Programme in
Management
Jan '14
Institute of Management & Ghaziabad
relationship, career counseling and consulting, document verification for a Canada based organization, and over 3 years of work experience in New Zealand in the Travel and Telecommunication sector An extensive knowledge of Canadian immigration and integration process with great judgment skills
Commitment to service client queries with great communication manner across phone, webchat, email, and in-person
Well versed with the use of Business English for emails and other modes of answering the client query
Problem-solving approach to troubleshoot problems and deliver a great client service experience
Ability to think out-of-the-box solutions for delivering quick turnaround to queries
Comfortable to working in a digitally enabled environment navigating through the latest software and communicating on various platforms Adept in prioritizing tasks based on urgency and managing time effectively to respond to daily queries
Delivered periodic reports to a diverse group of stakeholders Comprehensive knowledge of Microsoft Word, Outlook, and Excel Proven high quality and professional administration services Good keyboarding skills including navigation and typing Immaculate attention to detail, with excellent organizational skills and can- do attitude
Technology
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