Summary
Overview
Work History
Education
Skills
Interests
cooking
Timeline
Generic

Archana Gupta

Senior Associate Ops

Summary

Accomplished Senior Operations Associate with a proven track record at WNS Global Services, enhancing customer satisfaction and team performance through expert resolution handling and effective coaching. Skilled in Powerpoint Presentation and leadership, I significantly improved performance metrics and compliance. My experience at Concentrix further honed my customer service and problem-solving abilities, driving operational excellence.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Senior Operations Associate

WNS Global Services
03.2022 - Current
  • Live customer handling through messaging and provide resolution.
  • Handling supervisor escalation calls,resolving issues promptly and maintaining customer satisfactions.
  • Creating reports on Daily Performance and use the conditional formatting to highlight the outliers.
  • Taking huddles and provide the new updates to agents on pre-shift briefing.
  • Conducted regular audit chats of team members to access performance and compliance with quality standards.
  • Providing detail feedback and coaching to teams members resulting in improve performance metrics and achieve the KPIs.
  • Participated weekly catch up calls with client for feedback and new updates regarding products or services.
  • Working as SME and helping the agents to provide proper and smooth resolutions to customers.


Senior Representative

Concentrix
12.2016 - 09.2021
  • Customer handling via calls for insurance related query and providing proper resolution.
  • Website Data Handling.
  • Payment Collection
  • Providing training to team members as well as new joiners related to product knowledge.
  • Worked for 3 months as a SME in IDP program.

Education

Bachelor of Commerce - Public Relations, Advertising, And Applied Communication

St. Xavier's College
Ranchi, India
04.2001 -

Skills

Customer Service

Excellent Communication and Interpersonal Skills

Powerpoint Presentation

Flex Trainer

Strong Leadership Skills

Problem Solving Skills

Time Management

Interests

Cooking

cooking

Making hygienic and healthy recipe by using less oil and spices.

Timeline

Senior Operations Associate

WNS Global Services
03.2022 - Current

Senior Representative

Concentrix
12.2016 - 09.2021

Bachelor of Commerce - Public Relations, Advertising, And Applied Communication

St. Xavier's College
04.2001 -

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Archana GuptaSenior Associate Ops