Jyotsna Oberoi
Thane West
Summary
To contribute as a team member in a customer focused organization by utilizing my strong analytical, presentation & interpersonal skills.
Overview
19
19
years of professional experience
Work History
Team Leader Chime
Teleperformance
Mumbai
01.2023 - Current
- Deal with client complex issues and concerns to provide an overall pleasant experience
- Monitor new associates and provide ongoing coaching to team associates
- Creating an inspiring team environment with an open communication culture
- Setting clear team goals
- Delegating tasks and set deadlines for your internal team
- Monitor team performance and report on metrics
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Suggest and organize team building activities
Team Manager Onboarding HRSS Volume
Capita India Pvt. Ltd
Mumbai
04.2022 - 12.2022
- Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation, presentation, and communication of work-related information to the supervisor
- Call Monitoring and handling escalation calls
- Report to the manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs
- Intercede with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, and performance appraisals
- Coach, facilitate, solve work problems, and participate in the work of the team
- Observe training needs and relay training needs and requests to supervisor
- Ensuring that reference checks are completed for the final candidate as appropriate
- Ensuring that the appropriate background check(s) are conducted on the final candidate for all faculty, administrative professional, state classified and non-student hourly positions, as well as those student, post-doctoral fellow, graduate assistant, clinical psychology intern, veterinary resident and intern, fellowship grant trainee, faculty affiliate and volunteer positions as outlined in the Policy
- Reviewing any appeal submitted by a final candidate challenging the accuracy of information contained in the background check
- Conducting the below types of checks for the candidate: Employment References, Character Reference Check, Gaps in employment history, Identity and Address Verification
- Accountabilities People Management
- Plan, organize and direct and efficient and effective functional department
- Drive Employee Engagement and Customer Satisfaction Processes
- Employee Satisfaction
- Employee accountability and performance
Verification Specialist (operations)
Sterling Talent Solutions
Mumbai
05.2016 - 04.2022
- Worked as an acting Team Lead
- Allocate and action cases within the prescribed SLA
- Liaise with Clients and candidates to obtain missing information from workflow cases
- Consistently deliver and exceed productivity targets by closing the cases within the TAT by working in collaboration with multiple teams
- Acted as a Point of contact for the workflow management
- Conduct daily huddles to communicate business updates
- Publish daily, weekly and monthly reports/updates to clients and stakeholders in accurate and timely manner
- Evaluate the quality of work, by evaluating the actioned cases to identify defects and file it in the process SOP documents
- Ensure that the appropriate Employment, Education and Professional Qualification checks are conducted on the candidates for all clients via contacting the entity or by verifying through documents
Sr. Associate (operations)
WNS Global Services
Mumbai
12.2013 - 04.2016
- Assisting team members with on-calls queries
- Handling Avon representatives query over the call and via emails and direct them to the appropriate department if necessary
Senior Insurance Executive - Quality Checker
Capita India Pvt. Ltd
Mumbai
11.2010 - 11.2012
- Providing policy details and quotes to Financial Advisors via email and white mail or fax
- Quality Checks & Audits of Quotes and High Value Cases
- Assisting team members with quote queries
- Calculating the end commissions for FAs or policy holders
- Handling quotes for customers of partner companies like Barclay’s, HSBC, Lloyd’s and RBS
- Go Live! within 4 weeks
- Met and exceeded all targets (Effective)
Customer Service Associate
WNS Global Services P. Ltd
Mumbai
04.2008 - 01.2010
- Handling British Airways passengers’ queries via emails and directing them to appropriate departments when necessary
- Calculating and reimbursing appropriate compensation and applying gestures
- Refunding the amount for any unused sector to the customer
- Educating the customer on BA travel Services information including the destinations we fly to, how to prepare for your travel, baggage tips and other essentials
- Have achieved 100% Quality every month
- Team Briefings & debriefings
- Preparing updates and team statistics
- Analyzing and presenting solutions to common errors during team meetings
Team Leader
Online Management Services Pvt. Ltd.
04.2006 - 11.2007
- Received Best Team Leader Award for achieving Highest Quality
- Maintained a team with almost zero attrition
- Supervised and managed teams on multiple telecom processes
- Ad-hoc trainings & up-skilling of team members
- Instrumental in sharing best practices with other teams to maintain high quality scores on all customer interactions
- Leading the team for BPL Mobile sales promotions for Post Paid & Prepaid connections
- Allocating Work & Preparing Daily MIS reports
- Handling Queries, coaching team members and handling escalations
- Calculating Incentives and handling other admin duties of the team
Education
Bachelors in Commerce -
Mumbai University
Mumbai03.2006
Diploma in MS Office, Internet, FoxPro & C -
NIIT
Mumbai03.2003
IATA / UFTAA Consultant Level -
Montreal, CanadaSkills
- Communication skills
- Leadership skills
- Good Documentation skills
- Good People Management Skills
- Self-Learning and Development
- Customer Orientation
- Planning & Organizing
- Developing People
- Influencing
- Commitment to Excel
Languages
- English
- Hindi
- Marathi
- Basic French
Extracurricular Activities
Participated & represented WNS in sports like Football, Handball & Volleyball at Corporate level. Part of the WNS team that won the Women’s Football Cup in July 2009. Have been an avid dancer since college and have performed in various dance performances.
Personal Information
Date of Birth: 02/08/86
Typing Speed
30 WPM
Timeline
Team Leader Chime
Teleperformance
01.2023 - Current
Team Manager Onboarding HRSS Volume
Capita India Pvt. Ltd
04.2022 - 12.2022
Verification Specialist (operations)
Sterling Talent Solutions
05.2016 - 04.2022
Sr. Associate (operations)
WNS Global Services
12.2013 - 04.2016
Senior Insurance Executive - Quality Checker
Capita India Pvt. Ltd
11.2010 - 11.2012
Customer Service Associate
WNS Global Services P. Ltd
04.2008 - 01.2010
Team Leader
Online Management Services Pvt. Ltd.
04.2006 - 11.2007
Bachelors in Commerce -
Mumbai University
Diploma in MS Office, Internet, FoxPro & C -
NIIT
IATA / UFTAA Consultant Level -
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