Amruta Acharya
Pune,Maharashtra
Summary
Supportive Team Lead with 8 years of experience in customer service and IT service desk operations. Demonstrates expertise in adhering to detailed production schedules while maximizing productivity and efficiency. Proven track record of implementing proactive reorganizations to enhance safety and operational effectiveness. Aiming to leverage strong leadership skills to drive team success in a dynamic environment.
Overview
9
9
years of professional experience
Work History
Team Lead
Wipro LTD
01.2022 - Current
- Directed team of 30 agents, ensuring a reach of 90% SLA compliance.
- Showcased expertise in managing applications within cloud desktops.
- Assisted agents by resolving critical login errors for Teams, Outlook, and Zoom platforms.
- Provided timely solutions to customer IT infrastructure queries within SLA timelines.
- Resolved escalated incidents from lower tiers within SLA timeframes.
- Facilitated frequent reviews with stakeholders to evaluate SLA performance.
- Successfully delivered IT services to national clients, meeting SLA requirements and ensuring high levels of customer satisfaction.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Effectively led and guided team members to meet deadlines while maintaining a high standard of work.
- Assessed team members' progress with performance appraisals, delivering feedback and determining areas for improvement.
- Facilitated the learning of key processes and procedures for recently onboarded personnel.
- Generated reports and provided analysis of project metrics, including cost, timelines and resources used.
- Implemented quality control measures to ensure accurate data processing during tracking.
- Verified adherence with company policies and procedures by conducting random audits.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
Customer Relation Advisor
Tech Mahindra Business Services
01.2021 - 01.2022
- 7th January 2021 - 10th January 2022 = Customer Relation Advisor
- Maintaining Sales With Uk Customers For I phone and Retaining Customers
- Pitching In More Data With Benefits To Uk Customers With 3 Network
- Maintaining Customer Relation and Providing Them Good Offers On Daily Basis
- Providing With Phone Insurance Along With New Upgrades
- Mentoring New Joiners
- Performing Each Month With Highest Sale and Survey Volume
- Highest Incentive Holder Each Month
- Analyzed and recommended process improvements to reduce complaints and improve customer service throughout organization.
Customer Service Executive
Credence Resource Management
05.2019 - 07.2020
- Provided insurance information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Resolved customer billing errors of Cigna and Aetna insurance holders
- Described product and service details to customers to provide information on benefits and advantages.
- Responded proactively and positively to rapid change.
Customer Service Representative
Finanthropist Educare Pvt Ltd
05.2018 - 12.2018
- 5th May 2018- 30th December 2018 = Customer Service Representative
- Demat Account opening and portfolio Building
- Verified Data integrity and Accuracy
- Implementing Marketing Strategies Which Resulted in 12 % Growth of Customer Base
- Understanding Customers Knowledge in Regards to Share Market and Providing them Correct Knowledge
Customer Service Officer
HDFC CREDILA
04.2016 - 04.2018
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Educated customers on products and services offered by the company.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Trained new employees on company policies related to customer service practices.
- Demonstrated Dedication To Continuously Improving Sales Abilities and product Knowledge
- Documented and Communicated All Claim Activities in Timely and Effective Manner While Supporting The Outcome of Claim Files
- Co-ordinate With Prospects and Resolving Queries Related Education Loan and Helping With Insurance Policies
- 'Got Promoted To Forex Team After Exceptional Performance
Education
Bachelor of Arts - Pune University
HPT/RYK College
Pune01-2018
Bachelor of Arts - Pune University
HPT /RYK College
Nahik05-2015
SSC - Pune University
ST Lawrence High School
Nahik07-2013
Skills
- Complex Problem Solving
- Incident Response Coordination
- Application Setup
- Proficient in customer support
- Performance monitoring
Affiliations
- Winner Of Nashik Festival Dance Show
- Anchored MTV Channel Shows for Modelling
- Love Dancing , Singing and Photography
Languages
English
Hindi
Marathi
konkani
Timeline
Team Lead
Wipro LTD
01.2022 - Current
Customer Relation Advisor
Tech Mahindra Business Services
01.2021 - 01.2022
Customer Service Executive
Credence Resource Management
05.2019 - 07.2020
Customer Service Representative
Finanthropist Educare Pvt Ltd
05.2018 - 12.2018
Customer Service Officer
HDFC CREDILA
04.2016 - 04.2018
Bachelor of Arts - Pune University
HPT/RYK College
Bachelor of Arts - Pune University
HPT /RYK College
SSC - Pune University
ST Lawrence High School
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