Barkha Kathpal
New Delhi
Summary
Solution-oriented; forward-thinker with 2.5 years of experience contributing to client satisfaction, retention, and management with Health & Welfare and Data Analysis experience. Skilled in identifying and targeting individual needs, recommending services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within service-driven environments, continuously achieving goals while complying with company standards and mission.
Overview
3
3
years of professional experience
Work History
Health & Welfare Client Specialist
Wipro HR Services India Pvt Ltd
08.2022 - Current
- I keep an eye on everyday client deliveries.
- assist the client manager and other relevant parties in investigating client escalations and doing Root Cause Analysis (RCA), develop process enhancements,
- Perform data analysis in order to identify emerging trends and implement remedial measures.
- Maintain tools by generating and upgrading SOPs and KPIs, among other things.
- Provide ad hoc and BAU project support to colleagues and new hires.
- For each of my three US clients, I create and evaluate customer service performance reports on a daily, weekly, monthly, and quarterly basis.
- Manage various tasks, such as repeat caller and escalation management.
- Review and provide feedback to associates on the dissatisfaction survey, ensuring that our SLAs are met.
- handle, review, and update the client template's employee verification form input.
- perform refreshers and huddles, provide trainings in the area of health and welfare
Associate
Wipro HR Services India Pvt Ltd
08.2021 - 07.2022
- I was first matched with a client in the US Health & Welfare sector. After gaining experience in HW, I received training in Dependent Verification, Your Spending Account, Retirement, Life Benefits, and On Floor Supervisory roles.
- I was in charge of answering questions from employees about healthcare (such as COBRA, QSC, and insurance coverage for medical, dental, and life needs).
Education
BBA - Business Management
Guru Gobind Singh Indraprastha University
New Delhi, India06.2021
Skills
- Communication Skills
- Interpersonal Skills
- Quick Learner
- Coaching/Training
- Quality Assurance
- Performance Improvement Plans
- Ad-hoc Report
- KPI (Key Performance Indicators)
- SOPs (Standard Operating Procedures)
- Call Center Reporting/Metrics
- Verbal/Written Communications
- Active listening skills
- Problem-Solving
- Organizational Skills
- Multitasking abilities
- Analytical skills
- Critical Thinking
- Data Analysis
- CSPro, Genesis Cloud
- MS Teams
- MS Excel
- Bluezone
- Tableau
- Sharepoint
- Cognos
- MS Suite
- Koordinator
- Allegance Engage Platform
Timeline
Health & Welfare Client Specialist
Wipro HR Services India Pvt Ltd
08.2022 - Current
Associate
Wipro HR Services India Pvt Ltd
08.2021 - 07.2022
BBA - Business Management
Guru Gobind Singh Indraprastha University
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