Anjali Ojha
kolkata
Summary
Experienced customer support professional dedicated to delivering exceptional service and efficiently resolving issues. Proficient in SAP SIU invoicing process, enhancing customer satisfaction and providing guidance to junior representatives. Demonstrated ability to communicate effectively and manage billing processes. Additionally, 2 years of experience as a cabin crew member in the aviation industry, ensuring passenger safety and comfort, conducting safety checks, and handling emergencies. Strong communication and problem-solving skills, committed to maintaining high standards of service and professionalism.
Overview
9
9
years of professional experience
Work History
Senior Associate
Tata Consultancy Services
06.2021 - 09.2024
- Provided guidance and support to junior customer service representatives through coaching and mentoring
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, and refunds
- Assisted customers with product inquiries and resolved complaints promptly and professionally
- Resolved escalated customer disputes in a timely manner while maintaining good customer relationships
- Analyzed customer feedback to identify trends and improve the overall quality of services provided by the department
- Managed billing and invoicing processes in the UK utility domain using SAP ISU
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Analyzed customer data to identify trends and anticipate customer needs.
- Met month-end reporting objectives and deadlines.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
Cabin Crew
Indigo Airlines
01.2018 - 02.2020
- Verified that all doors were secured before takeoff and landing
- Delivered exceptional in-flight service to passengers, ensuring a comfortable and safe travel experience
- Conducted pre-flight safety checks and briefings, adhering to all regulatory requirements
- Collaborated with team members to maintain a high standard of service and efficiency during flights
- Assisted in emergency situations, demonstrating strong crisis management skills
- Maintained a positive and professional demeanor, representing the IndiGo brand with pride
- Indigo Airlines - Flight safety award
- Indigo Airlines - Recognition for ensuring zero safety incidents
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
Process Associate
Concentrix
12.2015 - 10.2017
- Answered customer inquiries via phone and email
- Provided customers with product information and resolved their issues promptly
- Resolved customer complaints regarding services or products professionally
- Scheduled appointments for customers needing assistance with product installation or repair
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Kept thorough records of customer interactions and transactions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Collaborated with team members for enhanced process efficiency and productivity.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
Education
Master of Arts - English
Mahamaya Technical University
India08.2016
High School Diploma -
Indira Gandhi Memorial High School
India08-2013
Skills
- Aircraft safety procedures
- Stakeholder Management
- Utilities Project Experience
- Exceptional customer service skills
- Schedule management
- Calendars management
- Microsoft Excel
- Correspondence management
- Scheduling appointments
- Team collaboration
- Database administration
- Meeting coordination
- Check processing
- Meeting planning
- Social media
- Crisis management
- SAP ISU
- Process improvement
- Customer service
- Data analysis
- Billing management
- Communication skills
- Time management
- Training and mentoring
- Performance monitoring
- Complaint management
Personal Information
Date of Birth: 04/19/96
Rewards
- Indigo Airlines - Flight safety award
- Indigo Airlines - Recognition for ensuring zero safety incidents
- Tata Consultancy Services - Star Performer, 03/01/22
- Tata Consultancy Services - Star Performer, 04/01/22
- Tata Consultancy Services - Star Performer, 02/01/23
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Senior Associate
Tata Consultancy Services
06.2021 - 09.2024
Cabin Crew
Indigo Airlines
01.2018 - 02.2020
Process Associate
Concentrix
12.2015 - 10.2017
Master of Arts - English
Mahamaya Technical University
High School Diploma -
Indira Gandhi Memorial High School
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
Sourav MukherjeeSourav Mukherjee
Senior Cloud Tester at Koerber PharmaSenior Cloud Tester at Koerber Pharma