Ashwini D
Hyderabad
Summary
4 Years of Experience in customer support, analysis and solving complex problems of a highly sensitive and scalable production application. Strong analytical and testing skills. Eager to learn new technologies and methodologies. Excellent analytical and logical skills with a good understanding at the conceptual level. Ability to work in a dynamic environment and under pressure situations.
Overview
8
8
years of professional experience
Work History
Process Associate
Genpact India Private Limited
04.2023 - Current
- Providing Support for Process-Related Inquiries: Responding promptly and professionally to inquiries from internal or external customers regarding various processes, procedures, or workflows
- Offering clear and concise explanations to help customers understand complex processes or resolve any confusion they may have
- Utilizing knowledge management systems or documentation to provide accurate information to customers
- Handling Customer Complaints or Escalations: Acknowledging and empathizing with customers who have complaints or issues related to processes
- Investigating complaints thoroughly to understand the root cause and identify potential solutions
- Resolving complaints in a timely and efficient manner while ensuring customer satisfaction
- Escalating unresolved issues to appropriate departments or management for further investigation and resolution
- Continuous Improvement: Proactively identifying opportunities to streamline processes and enhance the customer support experience
- Participating in root cause analysis to identify recurring issues or trends and implementing preventive measures
- Providing input and suggestions for process improvements based on customer feedback and firsthand experiences
- Generating reports or metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores
- Analyzing customer support data to identify areas for improvement and track the effectiveness of implemented solutions
- Training and Development: Assisting in the training and onboarding of new customer support representatives on processes, procedures, and best practices
- Sharing insights and lessons learned from customer interactions to contribute to the collective learning of the team
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Provided technical support to customers regarding UPI transactions, troubleshooting issues and resolving disputes.
- Educated customers on the benefits and security features of UPI, promoting its adoption and usage.
- Managed customer complaints and feedback, ensuring timely resolution and customer satisfaction.
- Gained hands-on experience in the implementation and operation of UPI systems.
- Skilled in troubleshooting technical issues and resolving customer queries related to UPI.
Customer Support Associate
Tech Mahindra Pvt Ltd
03.2020 - 08.2022
- Processing the International Shipments
- Used to work on client excel sheet reports for their better understanding
- Meeting the targets on a daily basis with the good quality
- Analyzing Et, researching potential solutions, isolating issues and referring complex problems to Edges cases and appeals to client on weekly basics
- Understanding complex content and giving advice to other colleagues
Operations Trainee
Cafe Coffee Day (Lounge)
12.2016 - 01.2020
Education
Bachelor of Commerce (B.Com) -
Berhampur University
Odisha06.2016
Board of Intermediate Education -
Binayak Acharya Junior College(C.H.S.E)
Odisha05.2013
High School Certificate (HSC) -
Govt. Sec & Training High School Odisha
Odisha05.2011
Skills
- DCA in computer fundamental
- Basic knowledge of SQL
- Multimedia - 3d animation
- Flexible with 24/7 work environment
- Quick learning capability
- Able to handle work pressures
- Good decision-making capabilities
- Basic Knowledge on Excel
- Strong Communication Skills
- Able to work in non-standard working hours
- Problem-solving skills
- Good team player
Disclaimer
I hereby declare that the above particulars of facts and information stated are true, correct and complete to the best of my belief and knowledge.
Languages
English
Hindi
Telugu
Oriya
Hobbies and Interests
- Listening Music
- Watching Movies
- Exploring new places
Personal Information
- Date of Birth: 05/25/96
- Gender: Female
- Nationality: Indian
Timeline
Process Associate
Genpact India Private Limited
04.2023 - Current
Customer Support Associate
Tech Mahindra Pvt Ltd
03.2020 - 08.2022
Operations Trainee
Cafe Coffee Day (Lounge)
12.2016 - 01.2020
Bachelor of Commerce (B.Com) -
Berhampur University
Board of Intermediate Education -
Binayak Acharya Junior College(C.H.S.E)
High School Certificate (HSC) -
Govt. Sec & Training High School Odisha
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