Summary
Overview
Work History
Education
Skills
Timeline
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Mansi Dwivedi

Mumbai

Summary

Professional with 7 years of diverse experience including in Collections, Technical Support, and Quality Analysis. Skilled in communication, negotiation and conflict resolution, with the ability to handle challenging conversations professionally. Known for professionalism, adaptability, and building positive customer experience while ensuring compliance with company policies.

Overview

7
7
years of professional experience
1
1
Language

Work History

Sr. Assoc - Data Analyst

Sutherland Global Services
01.2019 - Current
  • Creating monthly and weekly geo-based reports as per client requests, including comparisons between Trips and Fleet system usage, and identifying top drivers based on safety events.
  • Analyzing daily data based on client requests for driver and vehicle activity, including adjusting driver scores based on fleet errors or other factors, reviewing, and updating any corrections according to the database and client specifications.
  • Previously worked as a Data Quality Analyst, leading teams to improve performance through process enhancements and data-driven insights. Introduced a tool knowledge test for new hires, resulting in improved onboarding and better first-month performance.
  • Previous to that, I joined Sutherland as a Technical Support Associate for AT&T, where I assisted customers in troubleshooting their AT&T equipments and resolving the issues.
  • I was then promoted to Sr. Assoc. - Customer Experience, where I used to supervise a team in troubleshooting customers' technical concerns.

Customer Service Associate

Teleperformance Global Services Private Limited
05.2018 - 01.2019
  • As a CSA, I worked for the Yes Bank credit card collections process.
  • Contacted customers to remind them and recover overdue credit card payments while maintaining professionalism.
  • Assisted customers with payment plans, account inquiries, and resolving billing issues.
  • Ensured compliance with company policies and regulatory guidelines during collections.
  • Maintained accurate records of customer interactions and payment status in the system.
  • Achieved collection targets, and contributed to reducing delinquent accounts.

Education

Bsc. - Computer Science

K. V. Pendharkar College
Mumbai, India
04.2018

Skills

  • Communication & Active Listening
  • Problem-Solving
  • Empathy & Patience
  • Team Collaboration
  • Adaptability & Quick Learning
  • Advanced Excel

Timeline

Sr. Assoc - Data Analyst

Sutherland Global Services
01.2019 - Current

Customer Service Associate

Teleperformance Global Services Private Limited
05.2018 - 01.2019

Bsc. - Computer Science

K. V. Pendharkar College

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