Mousumi Das Nayak
Bengaluru
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level QA position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
5911
5911
years of post-secondary education
Work History
Customer service comms Analyst
Accenture International Private limited
Bangalore
01.2024 - Current
- Developed and implemented onboarding processes, enhancing new hire integration and improving overall employee engagement.
- Led training sessions for new employees, ensuring a thorough understanding of company culture and operational procedures.
- Collaborated with cross-functional teams to streamline onboarding workflows, resulting in reduced time-to-productivity for new hires.
- Analyzed feedback from new employees to refine onboarding materials, contributing to a more user-friendly orientation experience.
- Established relationships with department heads to tailor onboarding experiences to specific team needs, ensuring alignment with organizational goals.
- Coordinated with various departments to ensure smooth transition into the organization.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Call Quality Analyst - US MORTGAGE
Firstsource Solutions
Bangalore
08.2020 - 12.2023
- Created and optimized records management strategies to coordinate and protect information.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Produced detailed and relevant reports for use in making business decisions.
- Evaluated current processes to develop improvement plans.
- Gathered, documented, and modeled data to assess business trends.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Customer Service Representative, UK Voice Process
Firstsource Solutions
Bangalore
08.2014 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor Of Commerce - Commerce
Ispat Autonomous College
Rourkela, Odisha12th Std -
St. Joseph's Convent School
Rourkela, Odisha10th Std -
Chinmaya Vidyalaya (ICSE)
Rourkela, OdishaSkills
- Training implementation
- Documentation skills
- Planning and Coordination
- Decision-Making
- Teambuilding
- Teamwork and Collaboration
- Active Listening
Accomplishments
Supervised team of 12 staff members.
Hobbies and Interests
Training implementation
Languages
- English
- Hindi, Bilingual or Proficient (C2)
- English, Bilingual or Proficient (C2)
Languages
English
Proficient
C2
Timeline
Customer service comms Analyst
Accenture International Private limited
01.2024 - Current
Call Quality Analyst - US MORTGAGE
Firstsource Solutions
08.2020 - 12.2023
Customer Service Representative, UK Voice Process
Firstsource Solutions
08.2014 - 08.2020
Bachelor Of Commerce - Commerce
Ispat Autonomous College
12th Std -
St. Joseph's Convent School
10th Std -
Chinmaya Vidyalaya (ICSE)