Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Pooja Sanjeev

Pooja Sanjeev

Bangalore

Summary

As a seasoned Customer Service Professional with a robust background in the Collections and Banking Sector, I am eager to bring my expertise to a dynamic new role. My strong communication and organizational skills have been honed through extensive experience, enabling me to excel in collaborative environments and work effectively with diverse, international teams. My proficiency in email management, training facilitation, and team report organization underscores my capability to contribute to and enhance team efficiency. I am driven to leverage my comprehensive experience in customer support and banking to further my career and make a significant impact in my next position.

Overview

18
18
years of professional experience
3
3
years of post-secondary education
4
4
Languages

Work History

Senior Analyst

Accenture Services Pvt Ltd
03.2022 - Current
  • Working as a Credit Controller for collector base SP-Sprint
  • Handling order releases sending SOA’s, solving customer queries via email
  • Following escalation process once required follow-up is done through emails and calls
  • Processing special tax saf request from client
  • Processing tax saf for tax balances in account
  • Following up with aged accounts that fall under 30+, 90+, 180+ age bucket
  • Responsible for auditing OCM orders of team-US Region
  • Maintaining trackers like Issue file, 31+ and 91+
  • Training new joiners in the team and actively drive huddles in team to meet SLA.

HR Consultant

Amazon India Pvt Ltd
09.2017 - 04.2018
  • Worked as HR for Amazon employees in US
  • Worked on request for their leave and pay
  • Was responsible in handling escalation that occurs during any discrepancies like leave request or pay not received
  • Sent emails to site HR and site managers to process employees' request
  • Maintained ticket responses and effectively closed tickets with appropriate actions.

Senior Customer Service Executive

Accenture Services Pvt. Ltd
02.2009 - 07.2016
  • Worked as Credit controller for North America customers
  • Handled inbound as well as outbound calls
  • Was responsible for reviewing Puerto Rico Orders, hold, release & escalate whenever required
  • Used to make collections calls on 30+& 60+ past due invoices
  • Was responsible for maintaining SLA
  • Was responsible for solving customer’s Queries
  • Assisted Accounts Receivables department in allocating payments whenever required.

Senior Customer Service Executive

Intelenet Global Services Pvt. Ltd
03.2007 - 02.2009
  • Worked as an Senior Customer Service Executive for Barclays Bank PLC
  • Handled sub processes like Debtor Research and Cash Processing
  • Received requests from customers to create debtor numbers and locations
  • Contacted customers to create relationship between customers & debtors
  • Handled address change requests
  • Allocated funds against invoices in customer's ledger
  • Focused on held cash count & clearing up payments
  • Sent mails & faxes to customers & debtors.

Customer Support Executive

INFOSYS BPO
07.2006 - 12.2006
  • Worked as an Customer Support Executive
  • N/A

Education

Bachelor of English Literature -

Madras Christian College
04.2003 - 03.2006

Skills

Attention to Detail
Active Listening Skills
Improving Customer Experience
Building Customer Loyalty
Positive Attitude
Time Management
Interpersonal Skills
Complaint Resolution
Communication
Patience
Problem Solving
Organizational Skills
Critical Thinking Skills
Decision Making
Product Knowledge
MS Excel, PowerPoint, Word
Microsoft Office Skills
Customer Support
Public Speaking
Data Centricity
Multitasking
Patience
Empathy
Negotiation
Resilience
Familiarity with collection laws
Financial knowledge
Proficiency in debt collection software
Skip tracing

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Personal Information

  • Age: 37
  • Date of Birth: 06/06/84
  • Nationality: Indian
  • Marital Status: Married

Timeline

Senior Analyst

Accenture Services Pvt Ltd
03.2022 - Current

HR Consultant

Amazon India Pvt Ltd
09.2017 - 04.2018

Senior Customer Service Executive

Accenture Services Pvt. Ltd
02.2009 - 07.2016

Senior Customer Service Executive

Intelenet Global Services Pvt. Ltd
03.2007 - 02.2009

Customer Support Executive

INFOSYS BPO
07.2006 - 12.2006

Bachelor of English Literature -

Madras Christian College
04.2003 - 03.2006

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Pooja Sanjeev