Caroline Tamaake
Pune
Summary
- Motivated MANAGER focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
- Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
OZZONE
Dubai
02.2022 - 03.2023
- Create a Safe Work Environment for the employees.
- Manage Performance Management.
- Customer Satisfaction Surveys. Evaluate customer service results , prepare action plans and help associates provide exceptional customer service.
- Recruitment and Hiring of employees by conducting interviews.
- Keeping close watch on the Productivity.
Analyst
ADP PVT LTD
10.2017 - 08.2021
- Worked as an Implementation Specialist processing Health Plans for US clients (DENTAL,MEDICAL, HSA, and HEALTH)
- Creating Flies on the Work force Now platform and CCI screens
- Processed Payrolls for the US clients and guided them through with remote monitoring and mapping for the files through codes
- Created different applications to simplify the process of the access to clients in processing the payrolls according to the company level and the headcount of the Organization with the division and Class
- Handled team of 20 members to meet their SLA’s with setting priorities, and helping them to work smartly to achieve the Goals, also helped them simplify their Tasks on daily basis and me keeping a personal follow up with them to achieve their goals on Weekly basis
- Have conducted cross training within the teams and also Trained the Old and
- New Hires with the US Payrolls and on giving them updates which could simplify and keep them updated on all the clients
- Ensured call Quality is maintained with regular personal Follow-ups by Email and Calls
- Resolving the queries of the clients on the first call with good and satisfying resolution, also Handling 2nd Level Escalations and guiding the clients to the right department and giving them 100 % Resolution with giving end to end Service
- Conducted Team Briefings on Daily basis before the shift and after the shift to give regular updates at the beginning of the shift and end of the shift discuss on how the projects have worked and how one has worked on it differently or how it could have been worked in a different manner if any changes needed to the setup would forward the emails to the concerned team
- Worked with Offshore clients on payroll set up on their Company Level
- Platform and making changes to the platform according to Employee headcount, Departments and Salary Brackets with Position.
Sr. Customer Care Executive
Homeward
08.2013 - 11.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Communicated with customers to identify needs and expectations.
- Took ownership of customers issues to follow problems through to resolution.
- Working for a Home Mortgage process for US customers.
- Scheduling the Calendar according to their convenience to make the payments and giving other options on the Portal.
- Dealing with queries with their home mortgage and gave options to catch up on their Mortgage payments by creating exceptions.
- Getting options simplified for the customers and resolving the complains of overdraft fees charges.
Education
Commerce
Skills
- Excellent Time Management Skills
- Verbal and Written Communication
- Work Prioritization
Timeline
Customer Service Manager - OZZONE
02.2022 - 03.2023
Analyst - ADP PVT LTD
10.2017 - 08.2021
Sr. Customer Care Executive - Homeward
08.2013 - 11.2016
C V RAMAN University - , Commerce
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