Kavita Dhoundiyal
Gurgaon
Summary
With 10 years of diverse experience, including nearly 5 years as a Customer Service Analyst at Accenture, 2 years and 10 months in hospitality in Abu Dhabi, and over 2 years in life insurance with Aon Hewitt, I bring a well-rounded expertise in customer service and client relations.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Analyst
Accenture
Gurugram
2019.10 - Current
- Act as SME: Provide expert knowledge on customer service processes and systems
- Analyze Metrics: Review data to identify trends and improvement opportunities
- Monitor QA: Evaluate interactions to ensure compliance with quality standards
- Develop Training: Create and update materials to enhance agent performance
- Coach Agents: Guide and support reps with complex cases and performance issues
- Resolve Issues: Handle escalated inquiries and complaints effectively
- Improve Processes: Identify and recommend enhancements for service efficiency
- Collaborate: Work with teams to address issues and improve service quality
- Generate Reports: Prepare and present performance and improvement reports
- Stay Updated: Keep current with industry best practices and trends.
Administrative Assistant
Universal Hospital LLC
Abu Dhabi
2016.04 - 2018.12
- Collaborate with Admin Manager to recommend process improvements and training based on patient issues and quality problems
- Sort and distribute mail, answer multi-line telephone calls, arrange files, and handle faxes, emails, and letters
- Provide proactive administrative support to the Medical Director
- Manage medical translations, assist patients, and ensure their rights are respected
- Direct patients to their destinations and address queries to ensure satisfaction
- Arrange conferences and meetings, take and forward telephone messages for doctors.
Benefits Operations Administrator (BOA)
AON Hewitt India Pvt. Ltd
Noida
6 2013 - 2015.10
- Monitor QA activities to ensure adherence to quality control procedures
- Conduct feedback sessions to track progress, manage change control, and report client satisfaction
- Coach new hires and existing employees to enhance skills and improve effectiveness
- Identify and implement process improvements to reduce errors and defects
- Research and resolve complex participant benefit issues, ensuring timely documentation and compliance
- Perform manual benefit processes and complex calculations, validate methodologies with BOM/BSM
- Collaborate with the Benefits Operations Manager on process improvements and training opportunities based on identified issues and quality concerns.
Education
3 years GNIIT Program - Business System and Information Management
National Institute of Information Technology (NIIT)
New Delhi 2009.06 - 2012.05
Graduation - Bachelor of Arts
School of Open Learning, DU
New Delhi 2009.06 - 2012.05
Skills
Time Management
Decision Making
Ability to Multitask
Fast Learner
Customer Service
Adaptability
Ability to Work Under Pressure
Teamwork
Order Management
Communication
Data Analysis
Process Improvement
Details
Gurgaon, India
Timeline
Customer Service Analyst
Accenture
2019.10 - Current
Administrative Assistant
Universal Hospital LLC
2016.04 - 2018.12
3 years GNIIT Program - Business System and Information Management
National Institute of Information Technology (NIIT)
2009.06 - 2012.05
Graduation - Bachelor of Arts
School of Open Learning, DU
2009.06 - 2012.05
Benefits Operations Administrator (BOA)
AON Hewitt India Pvt. Ltd
6 2013 - 2015.10
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