Insha Afreen
New Delhi
Summary
Seeking a challenging position in a reputable organization to expand and utilize my learning, skills and knowledge. Possess excellent communication skills and have an eye for detail. Flexible to work in any environment as required.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Analyst (Managed Services)
Phreesia India Private Limited
New Delhi
11.2023 - Current
- Act as a primary point of contact for client communication throughout the project lifecycle
- Address client queries and concerns regarding the software Connect Sender project promptly and effectively
- Provide clear and accurate responses to client queries via email, phone calls, or other communication channels
- Escalate complex queries or issues to the appropriate stakeholders for resolution
- Solicit feedback from clients and incorporate it into future project iterations or improvements
- Managed client relationships and tracked sales processes using Salesforce
- Handled document management and digital signatures to streamline workflows
- Identified opportunities for process improvements across the organization.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Identified needs of customers promptly and efficiently.
Senior Customer Care Executive
Teleperformance (Internally transferred from FIS)
05.2022 - 11.2023
- Maintaining hierarchies, handled escalation and feedback within the given TAT
- Act as POC for complaints / Feedback's via emails and calls
- Worked as Representative, a liaison between business and customers(US/UK market engaged in direct live communication, both(inbound and outbound)
- Working closely with legal and compliance team for advice and avoid escalation
Representative
Concentrix Daksh India Private Limited
Gurugram
08.2021 - 02.2022
- Developing, Maintaining client relationship by providing excellent service
- Act as POC of contact for customer for their query, complaints and feedbacks
- Worked for US market and handled onboarding of the customers
- Revenue generation by demonstrating products, helping in upsell.
Education
Masters In Human Resource Management -
Jamia Millia Islamia
New Delhi, India06.2022
Bachelor of Science - Chemistry
Veer Kunwar Singh University
Skills
- MS Office
- Customer Service
- Networking
- Critical Thinking
- Patience
- Result Oriented
- Analytical Approach
- Client Management
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Portuguese, Limited Working Proficiency
Hobbies and Interests
- Sketching
- Paintings
- Calligraphy
- Physical fitness
- Travelling
- Cooking
- Dance
Certification
- Certificate in Portuguese.
- Excel Essential Training.
- Public Speaking: Find your Confidence.
Timeline
Analyst (Managed Services)
Phreesia India Private Limited
11.2023 - Current
Senior Customer Care Executive
Teleperformance (Internally transferred from FIS)
05.2022 - 11.2023
Representative
Concentrix Daksh India Private Limited
08.2021 - 02.2022
Masters In Human Resource Management -
Jamia Millia Islamia
Bachelor of Science - Chemistry
Veer Kunwar Singh University
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