Akanksha Saxena
Senior Executive
Ghaziabad
Summary
Dynamic leader with a proven track record at Vodafone Intelligence Services (_VOIS), adept in workflow optimization and fostering teamwork. Excelled in enhancing operational efficiency and customer satisfaction, demonstrating exceptional problem-solving abilities and adaptability. Skilled in document management and collaboration, significantly improved project completion rates and team performance. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Senior Back Office Executive
Vodafone Intelligence Services (_VOIS)
PUNE
09.2023 - Current
- Served as a liaison between front office executives and back-office support staff, fostering strong communication channels.
- Ensured timely completion of projects by setting deadlines and monitoring progress.
- Maintained accurate records, ensuring easy retrieval and access during audits or internal reviews.
- Collaborated with cross-functional teams to resolve operational issues efficiently.
- Coordinated with IT department to troubleshoot technical issues impacting back office operations efficiency.
- Mentored junior staff members, providing guidance on best practices in back office operations.
- Optimized workflow, delegating tasks to appropriate team members based on skills and expertise.
- Managed team of 15 in absence of Assistant manager.
- Regular and timely submission of report to Debt collection agency with complete research.
Asset Protection and Inventory Lead
Walmart India
Agra
09.2018 - 10.2022
- Served as primary point of contact for emergency response planning, coordinating efforts across departments to ensure seamless execution during crisis situations.
- Led asset protection awareness campaigns within organization, educating employees on their responsibilities in safeguarding company assets.
- Conducted regular physical security inspections of facilities, identifying potential vulnerabilities and recommending appropriate remediation measures.
- Investigated incidents of theft, fraud, or suspicious activity, gathering evidence and working closely with law enforcement to resolve cases effectively.
- Evaluated existing policies and procedures for effectiveness in safeguarding company assets while making necessary revisions based on industry best practices.
- Implemented CCTV systems and access control measures, enhancing overall security posture of organization.
- Tracked and analyzed data related to inventory shrinkage, identifying patterns and trends that informed future loss prevention strategies.
- Coached employees on proper handling of sensitive information, reducing instances of data breaches or leaks due to human error.
- Reduced instances of theft and fraud by developing comprehensive training programs for employees on loss prevention techniques.
- Developed strong partnerships with store management teams to ensure consistent communication and alignment on asset protection initiatives.
- Participated in securing special projects to aid division with better practice delivery.
- Wrote reports for internal and external crime, burglary, or theft.
- Achieved 89% security increase by implementing customer and associate safety protocols.
- Reviewed tracking system information to uncover and successfully pursue over 87 Lac INR in overcharged claims.
Benefits Operations Administrator
Aon Hewitt
NOIDA
11.2015 - 09.2017
- Reduced errors in benefits administration by conducting regular audits and reconciling discrepancies.
- Coordinated team schedules and verified sufficient coverage for overtime, weekends, holidays and vacations to meet department deadlines.
- Managed complex benefits inquiries, resolving issues promptly and effectively for employees.
- Supported management decisions on benefit-related matters by providing detailed reports and analysis on plan usage, cost trends, and employee feedback.
- Managed relationships with external vendors such as insurance carriers, retirement plan administrators, and wellness program providers to ensure seamless service delivery.
- Maintained accuracy in benefit records by regularly updating employee data in HRIS systems.
- Directed and controlled 401K, medical, dental, and vision benefit packages.
- Managed employee benefits program, working with vendors, providers, and staff to maintain strong portfolio of insurance and retirement options.
Customer Care Executive
Convergys, AT&T
GURGAON
09.2013 - 09.2015
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Managed high-volume chat queues to ensure timely customer assistance, improving overall service quality.
- Improved team performance, conducting regular training sessions on product knowledge and customer service skills.
Education
MBA - Operations Management
NMIMS
Mumbai, India 04.2021 - 08.2023
Bachelor of Science - Science
RAM MANOHAL LOHIYA AWADH UNIVERSITY
Faizabad, India 05.2006 - 08.2009
Skills
Document management
Compliance management
Scheduling and coordination
Workflow optimization
Multitasking and time management
Teamwork and collaboration
Customer service
Time management
Problem-solving abilities
Office management
Decision-making
Adaptability and flexibility
Timeline
Senior Back Office Executive
Vodafone Intelligence Services (_VOIS)
09.2023 - Current
MBA - Operations Management
NMIMS
04.2021 - 08.2023
Asset Protection and Inventory Lead
Walmart India
09.2018 - 10.2022
Benefits Operations Administrator
Aon Hewitt
11.2015 - 09.2017
Customer Care Executive
Convergys, AT&T
09.2013 - 09.2015
Bachelor of Science - Science
RAM MANOHAL LOHIYA AWADH UNIVERSITY
05.2006 - 08.2009