JUHI NIKHATH
Technical Operation Associate
Hyderabad
Summary
CATREER OBJECTIVE
I look forward to a career where I will have enough challenges to encounter, prospects to grow and chances to prove myself to be a value addition by contributing to the development of the organization. At the same time, I want my career to be meaningful, rewarding and satisfying.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
4
4
Certificates
1
1
Language
3
3
years of post-secondary education
Work History
Technical Operations Associate
Wells Fargo India Solutions
02.2022 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Performed ad hoc reporting and analysis to improve overall performance of call center.
- Provided valuable insights on call center operations; helping managers make decisions regarding staffing requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Associate Technical Support
Tech Mahindra
11.2020 - 01.2022
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gather customer’s information and determine the issue by evaluating and analyzing the issues.
- Identify and escalate priority issues per Client specifications.
- Accurately process and record call transactions using a computer and designated tracking software;
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
Customer Service Representative
Teleperformance, RBL BANK
02.2019 - 10.2020
- Worked with Telepresence for supporting users from the RBL Bank.
- Knowledge about the banking products and services and respond to all inquiries accordingly
- Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
- Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
- Provide information to customers on their account status and account balances.
- Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions.
- Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
- Ensure that customer confidential information is properly protected and only used for official purpose.
Education
Masters In Business Administration - Human Resources Management
Hyderabad Presidency College & PG Center
Hyderabad 03.2020 - 10.2022
Timeline
AZ-900 Cloud Certification
11-2023
ServiceNow Foundation Training
02-2023
Technical Operations Associate
Wells Fargo India Solutions
02.2022 - Current
Associate Technical Support
Tech Mahindra
11.2020 - 01.2022
Masters In Business Administration - Human Resources Management
Hyderabad Presidency College & PG Center
03.2020 - 10.2022
ITIL Intermediete Service Operations
03-2019
Customer Service Representative
Teleperformance, RBL BANK
02.2019 - 10.2020
ITIl v3 Foundation
05-2012
Languages
English
Upper intermediate
Hindi
Intermediate
Telgu
Intermediate
Additional Information
- Punctual Critical thinking Creative problem solving recision making.
- AWARDS & ACHIEVEMENTS - Awarded with Gold Medal for being Best Team Lead of NSS Volunteer.
- Services Awarded as Best cross sell topper in the Month of June 2020
- Teleperformance Awarded as BRAVO for the best performance at Tech Mahindra Recognised and appreciated for participating in many cultural activities at Graduation level.
Skills
Volume and Staffing Management
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