JUHI NIKHATH
ITSM
Hyderabad
Summary
Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of professional experience
Work History
Technical Operations Associate
Wells Fargo India Solutions
Hyderabad
02.2022 - Current
- Currently working as Technical Support Associate since Feb 2022 with Wells Fargo India Solutions PVT Ltd.
- Assist All Wells Fargo Users from US via Phone and Chat Support for their critical Password and Exchange issues.
- Effective communication with Users for better understanding of the issues raised and assist quickly get to the root of cause of the problem.
- Generated daily, weekly, monthly reports detailing labor costs and performance metrics.
- Generated ad hoc reports upon request from senior leadership team members.
- Managed communication between managers, employees, payroll administrators, and third-party vendors.
- Participated in meetings with department heads to discuss staff scheduling needs.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Created detailed forecasts of future sfaffing needs based on historical trends and market conditions.
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
Hyderabad
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
Shadan Degree College For Women
HyderabadSkills
- TECHNICAL ANALYTICAL
- MS-OFFICE PRODUCTS
- Effective Communications
- Service Now
- ITSM
- Data Validation
- Data Analysis
- Continuous Improvement
- Call center strategy
- Effective scheduling
- Reporting guidelines and criteria
- Microsoft Excel
- Reporting procedures
- Trend Identification
- Technical Analysis
- Report Preparation
- Flexible Schedule
- Reporting Tools
- Excellent Communication
- Multitasking
- Active Listening
- Team Management
- Teamwork and Collaboration
Additional Information
- PERSONAL SKILLS Punctual Critical thinking Creative problem solving Decision making , Ability to work in pressure, 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 . PERSONAL PROFILE Date of Birth :, Marital Status
Languages
English
Advanced
C1
Hindi
Proficient
C2
Telgu
Beginner
A1
Timeline
Technical Operations Associate
Wells Fargo India Solutions
02.2022 - Current
Associate Technical Support
Tech Mahindra
11.2020 - 01.2022
Customer Service Representative
Teleperformance, RBL BANK
02.2019 - 10.2020
Masters In Business Administration - Human Resources Management
Shadan Degree College For Women
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