Manjula Upadhyay
MUMBAI
Summary
Process-oriented professional skilled in tackling real-world problems with data-driven and dedicated approach. Reads and interprets technical documentation, maintains equipment, and adjusts processes to meet dynamic demands. many years of related experience in industrial environments.
Overview
19
19
years of professional experience
Work History
Process Lead
TATA CONSULTANCY SERVICE
MUMBAI
07.2020 - Current
- Analyzed financial data to determine the feasibility of granting loans.
- Provided customer service support throughout the entire process from application through closing.
- Approved or denied loan applications based on established guidelines.
- Explained various types of loans available to customers and their associated terms and conditions.
Senior Customer Service Representative
TATA CONSULTANCY SERVICE
MUMBAI
11.2017 - 05.2018
- Managed applicant tracking system to ensure accurate records of applicants and employees are maintained.
- Maintained confidential personnel files in accordance with applicable laws and regulations.
- Reviewed job descriptions, identified necessary changes and updated accordingly.
- Developed and implemented employee onboarding programs to accelerate new hire integration and productivity.
Senior Customer Service Representative
TATA SERVICE CONSULTANCY
MUMBAI
10.2014 - 11.2017
- Developed strategies for improving customer satisfaction ratings and reducing overall call times.
- Identified opportunities to cross-sell products or services that would benefit customers' needs.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Educated customers about their rights with regard to billing disputes and fraud protection services.
Senior Customer Service Representative
JP MORGAN CHASE SERVICE INDIA PVT. LTD
MUMBAI
11.2008 - 03.2014
- Provided guidance to customers on how to use their credit cards responsibly and effectively.
- Identified opportunities for cross-selling additional products or services to customers.
- Responded to inquiries from customers regarding their credit cards and accounts.
- Assisted customers with payment plans and other special arrangements as needed.
- Provided technical support to customers via email, phone and online chat.
- Resolved customer complaints quickly and efficiently.
Customer Service Executive
IBM DAKSH
MUMBAI
05.2006 - 02.2008
- Coordinated with global partners to ensure seamless travel experiences around the world.
- Processed payments for client bookings using secure payment processing systems.
- Assisted customers with booking flights, hotels and car rentals in accordance with their preferences and budget constraints.
- Processed orders accurately and efficiently in accordance with company policies.
- Ensured that all customer queries were handled quickly and professionally.
- Communicated effectively with team members to ensure timely response times for customers.
Customer Service Representative
Quantum E-Service
Mumbai
09.2005 - 03.2006
- Provided excellent customer service by responding promptly to inquiries and requests for assistance.
- Processed payments and updated account information in the system.
- Assisted customers with understanding their payment options.
- Tracked sales performance metrics to identify trends in market place.
- Processed transactions using a point-of-sale system.
Education
BACHELOR IN COMMRCEE - Accounting
MUMBAI UNIVERSITY
MMBAIU04-2010
HSC - COMMERCE
ST. ANNE'S JUNIOR COLLEEG
MUMBAI03-2001
SSC - General Studies
ST JUDE'S HIGH SCHOOL
MUMBAI03-1999
Skills
- Team leadership abilities
- Leadership and People Development
- Activities leadership
- Team Building and Leadership
- Team Building Practices
- Team member motivation
- Flexible and adaptive
- Hardworking and Responsible
- Punctual and Hardworking
- Hardworking and Dedicated
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
AWARD ACHIEVED
- Felicitated with BT BLAZER AWARD for achieving the maximum amount of balance transfer for Card member- February 2009.
- ACE-ATTITUDE CREATES EXCELLENCE AWARD for significant contribution towards the firm and peers.
- NEW KID ON THE BLOCK AWARD for providing excellent customer service and outstanding performance - April 2009.
- Recognized as an Advisor with BEST CONVERSION RATE - Runner Up Award- February 2010.
- Won lots of client appreciation for giving Good Customer Service.
- Q1 net Units Top Fee Based - 2nd Place.
- Q2 Blueprint Net Activations - 1st Place.
- Q3 Chase Fraud Detector - Net Top Units
- Service Champion Winner - July & November 2010
- Customer Engagement Champion Award - July & November 2010.
Timeline
Process Lead
TATA CONSULTANCY SERVICE
07.2020 - Current
Senior Customer Service Representative
TATA CONSULTANCY SERVICE
11.2017 - 05.2018
Senior Customer Service Representative
TATA SERVICE CONSULTANCY
10.2014 - 11.2017
Senior Customer Service Representative
JP MORGAN CHASE SERVICE INDIA PVT. LTD
11.2008 - 03.2014
Customer Service Executive
IBM DAKSH
05.2006 - 02.2008
Customer Service Representative
Quantum E-Service
09.2005 - 03.2006
BACHELOR IN COMMRCEE - Accounting
MUMBAI UNIVERSITY
HSC - COMMERCE
ST. ANNE'S JUNIOR COLLEEG
SSC - General Studies
ST JUDE'S HIGH SCHOOL
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