ARCHANA ASHOK SHIRKE
Mumbai
Summary
Dynamic and customer-focused professional with over 10 years of experience in international customer service, escalation management, and process training across the UK, USA, and Dubai markets. Proven expertise in handling high-pressure client interactions, driving service excellence, and leading process improvements. Skilled in team leadership, Lean Management principles, and TEFL communication strategies, with a track record of recognition for performance and training contributions. Adept at adapting to multicultural work environments, delivering premium client support, and ensuring compliance with organizational and client standards.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Associate – Open Items (Voice Process)
Transworld Systems India Pvt. Ltd. (TSI)
08.2021 - Current
- Delivered high-quality customer support for mortgage servicing accounts, ensuring accurate account handling and timely resolution of queries.
- Conducted detailed analysis of customer account discrepancies and coordinated with internal departments for rectification.
- Supported implementation of the “Service Release” project, contributing to smooth integration of new services.
- Demonstrated a customer-first approach by maintaining a high satisfaction score through consistent communication and follow-up.
- Identified opportunities to improve service workflows, leading to reduced turnaround times on customer interactions.
- Trained and mentored new hires on call handling procedures, compliance, and quality assurance protocols.
- Clients: Mr. Cooper & Flagstar | Additional Project: Service Release
Customer Service Executive – Maturities & Claims
Capita India Pvt. Ltd.
12.2017 - 09.2019
- Processed insurance maturity payouts and claims with high accuracy and adherence to regulatory guidelines.
- Maintained up-to-date knowledge of policy terms, claims processes, and client-specific requirements.
- Handled escalated cases with professionalism, ensuring timely closure and maintaining service-level agreements (SLAs).
- Provided inputs to process improvement initiatives that led to reduction in claim processing errors.
- Conducted on-the-job training sessions for new team members and monitored their progress.
- Client: Phoenix Insurance (United Kingdom)
Customer Service Executive – Escalation & Complaint Handling
Sutherland Global Services
08.2015 - 10.2016
- Specialized in handling complex customer escalations and service complaints, ensuring full resolution within set timelines.
- Coordinated with technical teams and field service agents to resolve billing and connectivity issues.
- Promoted from inbound team based on exceptional communication skills and issue resolution performance.
- Prepared daily and weekly reports for the escalation team lead to track key issue categories and patterns.
- Suggested modifications in call scripts and FAQ documents to minimize repeat complaints.
- Maintained an average handling time (AHT) within targets while ensuring first-call resolution (FCR).
- Client: DU Telecom (Dubai)
Customer Service Executive – Mortgage Operations
Firstsource Solutions Ltd.
08.2012 - 07.2015
- Handled customer queries related to mortgage applications, repayments, and policy changes.
- Managed sensitive customer data with high levels of accuracy and confidentiality. Received multiple appreciations for maintaining SLA compliance and error-free documentation.
- Participated in cross-training programs to support other mortgage functions during peak workloads.
- Collaborated with quality assurance teams to develop checklists and SOPs to enhance process compliance. Assisted team leads in MIS reporting and performance tracking for internal review.
- Clients: Lloyds & Halifax (United Kingdom)
Education
Bachelor of Commerce (B.Com) - Business Management
Mumbai University
03-2008
Skills
- Customer Relationship Management
- Claims & Escalation Handling
- Voice Process Operations (International Clients)
- Lean Management & Continuous Improvement
- Training & Process Transition
- Analytical & Problem-solving Skills
- Time Management & Team Coordination
- MS Excel Proficiency Typing Speed: 30–35 WPM
- MS Excel
- Internet Research & Reporting
- Typing Speed: 30–35 WPM
Accomplishments
- Awarded Best Employee of the Quarter at Firstsource.
- Promoted to Escalations Team at Sutherland for exceptional issue resolution.
- Selected as Acting Trainer at Capita for new hire batches due to subject-matter expertise.
Certification
- TEFL – A+ (Asian College of Teachers)
- Lean Management (Simplilearn)
Languages
English
Hindi
Timeline
Sr. Associate – Open Items (Voice Process)
Transworld Systems India Pvt. Ltd. (TSI)
08.2021 - Current
Customer Service Executive – Maturities & Claims
Capita India Pvt. Ltd.
12.2017 - 09.2019
Customer Service Executive – Escalation & Complaint Handling
Sutherland Global Services
08.2015 - 10.2016
Customer Service Executive – Mortgage Operations
Firstsource Solutions Ltd.
08.2012 - 07.2015
Bachelor of Commerce (B.Com) - Business Management
Mumbai University
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