Gloria Jacob Lazarus
Ulhasnagar
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
4
4
years of professional experience
Work History
Specialist
Hexaware Technologies Services Pvt Ltd
08.2022 - Current
- Followed all company policies and procedures to deliver quality work.
- Working for US Client - McAfee (McAfee is a company that provides cybersecurity solutions, including antivirus software, mobile security and identity monitoring, offering protection against various online threats.
- Working for Retentions & Upselling LOBs (this includes pure billing & semi technical calls)
- Handling customer queries related to their subscriptions, cancellation of yearly membership & high subscriptions cost.
- Resolving & retaining customers by explaining subscription detailed benefits and features, offering discount as per retention policies, downgrading plans as per customer needs and requirement, using retention skills & techniques.
- Helping customer with basic troubleshooting on their devices and complete installation of new subscriptions.
- Upselling newest plans to existing customer by resolving their primarily account queries.
- Also worked for McAfee TV Advertisement campaign and onboarded new customers to McAfee
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Generated reports detailing findings and recommendations.
Process Associate
Voitekk Softsol Pvt Ltd
10.2021 - 07.2022
- 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.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
Education
Bachelor of Arts -
Maharashtra Board
06-2019
H. S. C -
Maharashtra Board
05-2016
S. S. C. -
Maharashtra Board
06-2014
Skills
- Ability to work with a team
- Coaching and mentoring (Helping team members and new hires with their process doubt and queries in Hexaware)
- Floor Support & SME to new OJT batches
- Assisting Team leader in preparing various excel reports, data analysis & Important process update flyer in Hexaware
- Proficient with MS excel, MS word, Power Point, internet
- Ability to take up challenges and work towards achieving goals with a can do attitude
- Customer relations
- Expert problem solving
- Quality assurance
- Technical troubleshooting
- Continuous improvement
- Teamwork and collaboration
PERSONAL DETAILS
English
Hindi
Marathi
Timeline
Specialist
Hexaware Technologies Services Pvt Ltd
08.2022 - Current
Process Associate
Voitekk Softsol Pvt Ltd
10.2021 - 07.2022
Bachelor of Arts -
Maharashtra Board
H. S. C -
Maharashtra Board
S. S. C. -
Maharashtra Board
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