Asheesha K Jha
Professional
New Delhi,DL
Summary
With over 15 years of experience in customer service, including B2B and B2C interactions, banking, insurance, collections, digital marketing, and website maintenance and development. Competent and result-oriented professional who consistently streamlines operations by implementing processes that meet company standards and process needs, ensuring efficiency, quality, and excellent customer service. Industrious and resourceful nature enables excellence in any task at hand. Focused and hardworking individual who is self-motivated and team-oriented. Always willing to go the extra mile and prides myself on being an effective team player with excellent communication and interpersonal skills. Thrives on challenges and quickly adapts to new environments and responsibilities.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Digital Project Manager
Lasercare Clinics (Harrogate) Ltd
11.2020 - 07.2024
- Lasercare Clinics had 8 websites for their skin clinics across United Kingdom.
- Managing their website maintenance and development project
- Handling a team of 2 developers and 3 website development agencies
- Ensuring the smooth running of the websites as it accounts for 85% of the total revenue generation of the business
- Constantly monitoring and optimizing the websites for a hassle free user experience
- Ensuring the content are being managed efficiently on the websites
- Mediating with the development agencies to resolve the customers’ issues related to account
- Creating and publishing the reports for the campaigns and other features on the website
Customer Service Associate
Accenture Solutions Private Limited
09.2019 - 12.2020
- Connecting with customers’ to resolve their queries and complaints
- Troubleshooting their devices to ascertain the fault (device / network)
- Ensuring the complaints get to the respective teams to get the same resolved in time
- Handling warranty related issues of the devices
- Ensuring that the customers’ get a hassle free experience in warranty claims
- Reconciling the bills and payments of customers
- Up selling new products and services to customers
- Follow-up with customers’ to ensure that they do not face any issues with the product or service purchased
Process & Quality Analyst
Cognizant Technology Solutions
09.2016 - 04.2018
- Worked with Google (AdWords Team, part of Digital Marketing)
- Managed the advertisement campaigns for their medium and large business clients
- Connecting with clients to understand their requirements to efficiently execute their ad campaigns
- Creating and managing the campaigns as per their requirements
- Creating and sharing the campaigns’ performance reports
- As an SME, I was also responsible for training and mentoring the new hires
- Allocation and completion of the inventory
- Responsible for the day to day and monthly quality and productivity of the team
- Managing the issues in the team regarding break adherence, system issues & outages, absenteeism and completion of necessary trainings
- Auditing inventory samples processed by the associates
- Sharing feedback of the work done to the team members and coaching them to improve their performance
- Creating and publishing the quality reports
- Finding ways to improve efficiency
Senior Dispute Analyst
American Express
12.2013 - 12.2015
- Resolving the transactional and operational issues of the merchants
- Worked as an intermediary between credit card customers and the merchants to resolve their dispute regarding any transaction on the credit card
- Finding recovery opportunities in the disputed charges as well as ensuring satisfaction of the parties involved
- Calculating the charges involved in the disputed transaction and analyzing the billing impact
- Being a single point of contact for the operational as well as transactional issues of the merchants
- Getting the operational issues of the merchants resolved by contacting the respective internal departments
- Responsible to coach the newly hired associates who had graduated in the classroom trainings
- Responsible for the teams’ day to day and monthly performance (Quality, Productivity, Trainings and Performance scores)
- Worked on project (How to Improve Customer Satisfaction) - We use to conduct competitor analysis for smooth process efficiency, identifying market segments and determining segment value, implementing service strategy and providing customized solutions for each segment
Senior Insurance Billing Specialist
MetLife (Global Operations Support Centre)
12.2011 - 12.2013
- Segregation and allocation of the inventory
- Ensuring that the inventory assigned gets completed basis the agreed turn-around-time (TAT)
- Intimating the businesses about their monthly dues
- Deep diving into the suspense accounts to search for the missed payments and updating in their respective accounts / ledgers
- Reconciliation of the businesses accounts
- Being a one-point contact for the businesses’ in case of any claims filed by their employees
- Ensuring smooth and hassle free processing of the insurance claim
- Creating and publishing MIS reports
Customer Care Executive
Steria India Limited
11.2010 - 07.2011
- Segregating the inventory with complaints and service requests
- Mediating with the customers’ and the business to seek appointments for the service requests / complaints
- Co-coordinating with the service engineers and ensuring smooth completion of the complaints and / or service requests
- Taking cognizance and accountability of leak complaints and getting the same fixed on priority
- Analyzing the causes of leak (basis the inputs of the service engineers and customers)
- Determining the loss due to leakage to provide leakage allowance
- Ensuring customer satisfaction as well as of all the other stakeholders
Customer Care Executive
Citi
09.2006 - 07.2008
- Collection of debts from the Citibank credit card customers of India
- Managing a team of 10 people in a DSA to get the collection targets achieved
- Training the team about the Product, Code of Conduct and ensuring compliance of the same
- Coaching the team regularly on ways to achieve the assigned targets
- Finding out ways to trace the customers who have defaulted in payments and were untraceable
- Reporting the performance of the team to senior management and seeking guidelines for further improvements in the efficiency
- Auditing the invoices of the DSA’s and further ensuring the timely clearance of dues
- Conducting monthly and quarterly fun activities for the DSA to applaud their performance and keep them motivated
Education
BBA -
Pondicherry University
Distance Education 12.2006 - 06.2010
Skills
- Pre-release test management
- Web development
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Adaptability and flexibility
- Attention to detail
- Documentation and reporting
- Quality assurance
- Analytical skills
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Nepali
Upper intermediate (B2)
Personal Information
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Work from home optionHealthcare benefitsTimeline
Digital Project Manager
Lasercare Clinics (Harrogate) Ltd
11.2020 - 07.2024
Customer Service Associate
Accenture Solutions Private Limited
09.2019 - 12.2020
Process & Quality Analyst
Cognizant Technology Solutions
09.2016 - 04.2018
Senior Dispute Analyst
American Express
12.2013 - 12.2015
Senior Insurance Billing Specialist
MetLife (Global Operations Support Centre)
12.2011 - 12.2013
Customer Care Executive
Steria India Limited
11.2010 - 07.2011
BBA -
Pondicherry University
12.2006 - 06.2010
Customer Care Executive
Citi
09.2006 - 07.2008
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