Ayushi Dixit
Team Lead
New Delhi,Delhi
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Team Lead
Fidelity International
new delhi, New Delhi
09.2023 - Current
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed strong communication and organizational skills through working on group projects.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Process Specialist
Fidelity International
New Delhi
04.2021 - Current
- Identified and resolved process issues to drive optimal workflow and business growth.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Assessed products or services to evaluate conformance with quality standards.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Represent Member relation India for all forums across India and UK.
- Regularly reviewing and updating the process documents.
- Leading the business testing for the team for any technical change.
- Leading the process changes and its implementation (such as exceptional processes for COVID 19).
- Doing a deep dive analysis of the complaints, breaches and NPL for the team.
- First point of contact for Handling escalations and complex queries.
- Leading the transition and implementation of the new Quality Monitoring process.
- Taking initiatives at department level.
- Managing the process.
- Floor walking – helping the team members with their query.
- Managing the business testing for the team.
- Ensuring that the team is taking all actions on the pending emails in a timely manner and member is being communicated accordingly.
- Backup for team manager
- Allocating work to the team and managing the queues.
- Extract themes and trends from Medallia in order to make existing process more efficient.
- Reviewing complaints, breaches and NPL for the team.
- Making training plans for the team and training the team members.
- Have received several awards at department level at Fidelity.
- Have also been recognized among all the departments at Fidelity i.e. Platform service level.
Senior Associate
Fidelity International
New Delhi
12.2018 - 03.2021
- Worked varied hours to meet seasonal and business needs.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
- Allocating work to the team and managing the queues.
- Making training plans for the team and training the team members.
- Floor walking – helping the team members with their query.
- Backup for team manager
- Have been identified as critical resource for department’s BCP function.
- Reviewing complaints, breaches and NPL for the team.
- Managing the business testing for the team.
Associate
Fidelity International
New Delhi
12.2016 - 11.2018
- Identifying and allocating email received to correct task type.
- Responding to email queries received from members/client & IFA.
- Maintaining 24 hours internal and 48 hours external SLA.
- Raising queries from the client/member or IFA for any instructions received which are not in good order.
- Ensuring that we provide a good customer experience to all members/clients & IFA.
- Taking corrective actions on the feedbacks received from our quality manager.
- Ensuring that all actions on the pending emails are taken on timely manner and member is being communicated accordingly.
Client Engagement Manager
Indusind Bank
New Delhi
12.2014 - 12.2016
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Established performance and service goals and held associates accountable for individual performance.
- Adhering to Quality standards
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
Education
B.COM (Hons) -
Delhi University
New Delhi 06.2011 - 06.2014
MBA (Distance Learning) - Business Administration
NMIMS Global Access School For Continous Education
New Delhi 06.2016 - 12.2018
Skills
Problem Solver
Timeline
Team Lead
Fidelity International
09.2023 - Current
Process Specialist
Fidelity International
04.2021 - Current
Senior Associate
Fidelity International
12.2018 - 03.2021
Associate
Fidelity International
12.2016 - 11.2018
MBA (Distance Learning) - Business Administration
NMIMS Global Access School For Continous Education
06.2016 - 12.2018
Client Engagement Manager
Indusind Bank
12.2014 - 12.2016
B.COM (Hons) -
Delhi University
06.2011 - 06.2014
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