Arthi Dutta
Kolkata
Summary
Senior Process Associate with more than 5 years of experience in, client relationship management and digital payment platform and organizing international conferences on various scientific topics. Skilled in answering client inquiries, coordinating with work groups, overseeing the development of team and inspiring team commitment to meet organizational goals.
Detail-oriented with a well-established knowledge of accounts receivable tasks, proven leadership skills to growing organization.
Overview
5
5
years of professional experience
Work History
Senior Process Associate
Tata Consultancy Services
07.2022 - Current
- Certificate of Insurance, Policy Checking, Policy Issuance, Policy
- Renewals, Quoting/Rating, Audits, Benefits, Claims Management
- Doc Retrieval, Notice of Cancellations and Endorsements and Not
- Healthcare Process
- Strong written and verbal communication skills
- Being a Senior AssociateAssociate, I have trained and guided to learn new business areas
- Feedback given and motivated team to deliver excellence and making sure that we meets the business requirements
- Auditing and documenting giveaway session to ensure everyone meets the business goals by following proper guidelines.
Subject Mater Expert
Genpact India Pvt Ltd
01.2019 - 01.2022
- Working as a SME, resolved escalated customer queries, complaints and issues and managed a team of 22 agents
- Audited calls to ensure that agents meet quality and provide actionable feedback to improve the quality and customer experience
- Providing training to the new joiners to ensure 1 00% productivity and meeting business parameters
- Lead regular stand-up meetings and continuous improvement projects with Measurable goals
- Generated daily reports for immediate supervising and provided prompt and accurate individual performance to seniors.
Process Associate
Genpact India Pvt Ltd
01.2019
- Google Pay India)
- Provided customers with quality assistance through phone calls, emails and internet chats
- Accurately verified information and updated information databases as necessary
- Offered new services based on customer needs
- Discussed promotions, products and anything pertaining to better and more satisfactory service for the customer
- Showed a clear understanding of departments and their procedures
- Redirected calls as needed and worked with supervisors to address any outstanding issues or concerns
- Continually sought to promote the mission and brand of Google by providing excellent customer service at all time.
Program Manager and coordinator
Omics International, Pvt Ltd
01.2018
- Conference Series & Meeting International)
- Provided end to end customer service, handled outbound processes in order to resolve large category product issues
- Resolved International customer questions, queries and complaints and forwarded and escalated issues to relevant departments
- Adhered to establish procedures and guidelines while providing quality customer service in order to meet or exceed organizational standards
- Consistently met performance benchmarks in all areas (quality, volume and customer satisfaction)
- Organized international conferences on various scientific topics in all over the world.
Education
B.Tech - Instrumentation and Control Engineering
Haldia Institute of Technology
Skills
- Analytical
- Communication skills
- Detail-oriented
- Ability to offer excellent client service
- Advanced knowledge of process systems software
- Analysis
- Communication
- Complaint resolution
- Documentation
- Flexibility
- Mechanical Skills
- Problem solving
- Providing assistance and resolving client queries
- Teamwork
- Team Management
Accomplishments
- Appreciation received from client for delivering required information in terms of business aspects
- Promoted to SME from Customer support executive within 9 months from date of joining
- Bronze Award- For providing an effective idea to speed up the process which got implemented in Genpact
- Best Employee Award- For delivering exceptional customer support in Omics International
- Skils:
- Interpersonal, team building and communication skills
- Time management and leadership skills
- Strong decision making and problem- solving skills
- Able to prioritize tasks and workloads according to the requirement
- Track record of delivering results within deadlines.
Languages
Languages
Bengali
First Language
English
Proficient
C2
Hindi
Upper Intermediate
B2
Timeline
Senior Process Associate
Tata Consultancy Services
07.2022 - Current
Subject Mater Expert
Genpact India Pvt Ltd
01.2019 - 01.2022
Process Associate
Genpact India Pvt Ltd
01.2019
Program Manager and coordinator
Omics International, Pvt Ltd
01.2018
B.Tech - Instrumentation and Control Engineering
Haldia Institute of Technology
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