Summary
Overview
Work History
Education
Skills
Personaldetails - Description
Timeline
Generic

Malini Roy

Bengaluru

Summary

An experienced professional looking to add value to your organization. I have primarily worked as an EAP Counsellor, supported HR and Administrative functions, and presently engaged in Customer Support Management.

Overview

11
11
years of professional experience
19
19
years of post-secondary education

Work History

Customer Support Executive

BUPA
10.2022 - Current
  • I work with the Customer Support Team.
  • The role involves addressing issues related to client company and customer concerns.
  • Maintain and update relevant client company and customer information.
  • Address and resolve challenges with client company and customer queries.
  • Effectively follow through with internal and external processes.
  • Undertake ad hoc projects and other responsibilities to enhance services to all customers, internal as well as external.
  • Documentation, investigation, and resolution of customer complaints.
  • I have also created and conducted internal trainings, and engaged in online communication with customers.
  • Experienced in working with MS office word/excel/power point.
  • Experienced in working in a fast paced and challenging environment.

Team Lead-Counselling

1TO1HELP.NET
10.2013 - 10.2022
  • As an EAP Counsellor I have conducted almost 400 workshops/seminars/webinars/onsite requirements to an adult audience across age groups and designations.
  • Topics covered include lifestyle management, stress management, anger management, mental health concerns, self-development (shyness, confidence, public speaking), relationship (communication), shift work, managerial level trainings (manager support, managing change), and providing support to extremely vulnerable individuals (low to high risk).
  • Clientele comprised of MNCs across various domains such as-IT, retail, banking, hospitality, aviation, factory, telecommunication and finance.
  • Example: Google, Microsoft, Tata group of companies, L&T, Thomson Reuters, Deloitte, EY, Honeywell, GE & many more.
  • Conducted several CISDs (Critical Incident Stress Debriefing) for organizations, for incidents related to grief and bereavement.
  • Conducted over 3000 hours of counselling sessions through Email, Telephone, Chat, Video and Face-to-Face counselling.
  • Worked in leadership and supervisory roles (such as Team Lead) for almost 7 years, supported with investigation and resolution of employee concerns.
  • Supervised and contributed towards content development of the organization website through articles, mailers, power point presentations, research, and case studies.
  • Along with counselling work I have also engaged in several HR and administration related functions.
  • Some of the skills demonstrated include: acted as liaison for internal and external stakeholders for different concerns.
  • Created and implemented employee friendly practices (Supervisory SOP for Counselling department).
  • Experienced in handling vast amounts of data/ information in a confidential manner.
  • Supported with exit interviews, on boarding, and performance management processes.
  • Facilitated and conducted multiple internal and external trainings, Employee Engagement programmes.
  • Supervised and supported Administrative roles such as setting up client appointments, taking care of client preferences, provided support at odd hours/weekends/night duty/holidays, arranged company events, & managed schedules for other employees/requirements.
  • Conducted trainings for POSH for Employees (Prevention of Sexual Harassment at the Workplace), POSH for Managers, POSH Internal Committee (IC) Trainings, created POSH content, and conducted POSH investigations.
  • I was also an external POSH IC member for a few organizations.
  • Engaged in projects with internal and external stakeholders across levels in various organizations (mostly MNCs), and converted visions into actionable items.

Education

Masters (MSc.) - Psychological Counselling

Indian Institute of Psychology & Research
Bangalore, Karnataka
05.2001 - 07.2013

Bachelor of Arts (B.A.) - Psychology Honours

Loreto College, Calcutta University
Kolkata, West Bengal

ISC (class 12) -

Assam Valley School
Tezpur, Assam
05.2001 - 05.2008

Skills

Customer Inquiry Management (CIM)

Trend detection and analysis

Data reconciliation reporting

Complaint Handling

Excellent Communication

Problem-solving abilities

Teamwork and Collaboration

Calm and Professional Under Pressure

Organizational Skills

Attention to Detail

Administrative and Office Support

Personaldetails - Description

I am a positive and friendly person with an inquisitive mind. New experiences are welcomed and challenges are opportunities of learning. Team work and resilience are my values and I look forward to creating a meaningful impact at your organisation.

Timeline

Customer Support Executive

BUPA
10.2022 - Current

Team Lead-Counselling

1TO1HELP.NET
10.2013 - 10.2022

Masters (MSc.) - Psychological Counselling

Indian Institute of Psychology & Research
05.2001 - 07.2013

ISC (class 12) -

Assam Valley School
05.2001 - 05.2008

Bachelor of Arts (B.A.) - Psychology Honours

Loreto College, Calcutta University

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Malini Roy