Aparna Dey

Cell: 602-***-**** email id: advrw7@r.postjobfree.com

Support professional with international experience at both onsite and offshore locations. Proficient with ITIL concepts in support function contributing to incident, problem and service request management.

Local to Phoenix, Arizona location and available immediately for deployment.

Business Support -

Line of Business exposure to Consumer & Corporate Lending, Payment’s systems and retirement plans.

Efficiently worked on incident, problem tickets, experience on troubleshooting third party application NICE calling system

Working on financial advisor system issues on Service Now ITSM platform.

Exposure to internal SaaS application – Corporate Systems, Workday, HubSpot, Expense and travel management applications

Knowledge on SQL queries, Tableau analytical platform.

Worked in agile teams with exposure to Kanban boards-built part of Confluence pages.

Creation of standard operating procedures (SoP’s), procedural run-books and task list.

Proficient on using Microsoft Excel including pivot tables and filter, Microsoft Word, Outlook, multiple browsers and learning new technologies/ software tools and applications adopted by the company

Interpersonal skills -

Effective in communicating with customers and senior leadership, verbal and written.

Team Player skills in team environments

Strong Analytical & Problem-Solving Skills

Ability to multitask and meet the deadlines

Ready to take on new responsibilities and learn new projects

Good knowledge on SDLC, agile technologies

Developed excellent analytical and customer service skills

WORK EXPERIENCE

July, 2022- November, 2022 Mphasis

Designation: Product Support Analyst

Key Responsibilities

Worked on technical issues faced by financial advisors’ system using Service Now ITSM

Troubleshooted financial advisor’s NICE phone system, on a timely manner and resolved as per set procedures

Provided timely updates to the financial advisors on all ongoing support issues into service tracking system logs detailed report of issues, and collaborate with escalation teams to ensure timely reporting and response.

Verifying, Consolidating and analyzing data of product and subscription by financial advisors.

Preparing various reports by using Microsoft Excel for financial advisor product subscription.

Report generation for uploading Sales force

February, 2022- July, 2022 MUFG Union Bank

Designation: Retirement Data Processing Specialist

Key Responsibilities

Liaison between business stake holder and end user.

Prepare and enhance process documents for data processing unit.

Manage and handle IRA data processing function on a daily basis.

Interact with cross functional team to process and integrate IRA data.

Hands on Experience using financial systems like Oasis and Microfocus Rumba

Performed all tasks and assignments in compliance with company regulations and schedules.

Generated status reports on daily basis on Excel using filter, sorting, reporting the outstanding tasks required to be completed

Preparing various reports by using Excel Datasets for IRA and 401K business unit.

October, 2019- Oct, 2021 VOYA Financial

Designation: Sr. Record Keeper

Key Responsibilities

Processed Loan issue processing, hardship and cares act withdrawal, rollover and distribution (including RMD) requests for plan participants for 401K, 457 and $403(b) plan

Performed all tasks and assignments in compliance with company regulations and schedules.

Responsibly met and exceeded my SLA's and metrics involving efficiency, adherence and accuracy on a month-to-month basis.

Completed multiple high-volume tasks with complete professionalism and 98% accuracy

Supported the team on extremely high-volume days with the objective of meeting the team’s SLA

Generated status reports on daily basis on MS Excel using filter, sorting, reporting the outstanding tasks required to be completed

Trained new team members on share accounting processes for plans involving stocks and processing on Omni software application

December, 2018-September, 2019 Randstad USA

Designation: Associate – Client Support

Key Responsibilities

Assisted clients with inquiries and resolved potential service issues.

Determined clients concerns with open ended questions and addressed them with objective of One call

resolution

Completed the transactions for clients IRA, individual, trust, UTMA accounts.

Educated clients on benefits of ESA and UTMA accounts

Researched company resources to look for suitable and provide best solutions to clients.

Followed company policies and regulations to mitigate any risk to the company.

Being resourceful and followed company procedures and adhered to compliance

Undergoing a training for Lean Management principles and new ways of working

Assisting clients with Navigating through the Vanguard website

Working on problem resolution ideas and implementation for the benefits of the clients

Working on a knowledge-based resource, providing mutual fund comparisons to team members

Accomplishments

Achieved a high Call Quality of 96% and Net factor score of 72%, exceeding the set target and

indicating a high customer satisfaction level

Achieved a high record of problem resolution for clients in distress

Meeting productivity in terms of metrics and call quality

Efficiently helped clients with registering themselves online for a better understanding of their online

accounts and website

Received a 100% on educating clients register and go digital to lower down the Not in Good Order

Received appreciation from clients and colleagues for demonstrating a high-level customer service

experience

March, 2010- June, 2012 SIEMENS LTD

Designation: Program Coordinator

Department: Back Office & Sales support in Healthcare Clinical Products

Key Responsibilities

Prepared the technical and price bids as per tender specifications of in a stipulated time.

Processed the technical and price offers/RFQ’s for Diagnostic Machines.

Updated the Market won/loss/project abandoned orders in SAP Enterprise Resource planning and MS excel sheets on inputs from sales team.

Entered the ordered received, executed in the management information system using the MS Excel

Coordinated with Order execution department for security deposit and legal/taxation vetting and follow-up for tenders and bid

Checked and confirmed the database management system for any duplication of customer profiles

Checked the order documentation with regards to completeness (price, payment terms, delivery schedule)

Initiated the order processing on the SAP ERP system

Organized the demo of Diagnostic Machine in coordination with the Sales Representative & Machine Application Specialist

Efficiently handled logistics during medical conferences

Arranged the printing of Sales materials, brochures, pamphlets, banners, demo machines for Pre-Sales Events.

Accomplishments

Was nominated for excellence in Sales support and Office coordinator award

Met the expectation of processing RFQ’s in a timely manner and in

Contributed to sales growth and assisted the Sales team for converting a lead into a purchase order

July, 2005 - Feb, 2006 GENPACT

Designation: Process Associate

Department: Customer Service

Key Responsibilities

Answered Customer’s calls and Queries related to their store credit card accounts and to provide the customers with a solution/information based on their inquiry

Collected payments online and counseled customers on options for setting up a direct debit, which would result in a no late payment charge for the customers

Respond to concerns and questions about service and escalate calls appropriately.

Consistently improve customer satisfaction through expert resolution of conflicts.

Educate customers on promotions in the stores, if any

Updated the MIS and reported the status on a daily basis for each call

Accomplishments

Met and exceeded the call quality expectations based on the call metrics and 0 defects

EDUCATIONAL QUALIFICATION

Post Graduate Diploma in Management equivalent to MBA

Marketing and Information Technology, 2009

Bachelor of Sciences (Botany Hons.),2006

SUMMER INTERNSHIP PROGRAMME

Major Research Paper: Analyzed the need for unit linked investment product and compared with other investment tools like mutual funds

ADDITIONAL QUALIFICATION

“A” Level DOEACC Certification (Equivalent to Diploma in Computer Applications)

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