Billing Software Operation
Hi, I’m
Mrinal Pritam Baruah
Process Specialist
Gurugram
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
years of professional experience
12
years of post-secondary education
4
Languages
Work History
Wipro TechnologiesGurgaon
Process Specialist
2022.10 - Current (3 education.years_Label & 8 education.months_Label)
Job overview
- Profile: Team Management, Managing US based premium clients(Google) employee data management team
- Queries related to their Benefits, data, exit, on boarding
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
Flyhomes Residential India Pvt. LtdNoida
Operation Associate
2021.05 - 2022.07 (1 education.year_Label & 2 education.months_Label)
Job overview
- Compliance/Audit / Drafting/ Backend operation/Customer Service.
- Built relationships with external stakeholders to establish seamless operations
Wounderman ThompsonGurgaon
Senior Analyst
2021.02 - 2021.04 (2 education.months_Label)
Job overview
- Assisting clients( Microsoft) creating their digital events, product catalog, email automation, lead generation
- Created dashboards to monitor and track key performance indicators.
- Investigated system issues and implemented resolutions to reduce downtime
Accenture Solution Pvt. LtdGurugram
Senior Process Associate
2017.10 - 2020.02 (2 education.years_Label & 4 education.months_Label)
Job overview
- Handing customer over the email/Chat troubleshooting/ online account management, billing, shipment handling
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Identified modifications to processes and procedures that would promote better efficiency.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Monitored and reported on process performance to verify compliance with established standards.
- Evaluated product or service by analyzing and interpreting data and metrics.
- Met month-end reporting objectives and deadlines
Convergys India Pvt. Ltd, Hero BPO, Hero Management services Pvt. LtdGurgaon
Customer Service Associate
2015.01 - 2016.08 (1 education.year_Label & 7 education.months_Label)
Job overview
- Handing US telecom customer over chat, regarding product /billing /collection / service / online account management
- Chat window 1, Total average chat/day: 30-35(approx.)
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled billing and payment issues following guidelines, resolving disputes properly.
Travel Retails Services Pvt. Ltd (WH Smith)New Delhi
Retail Customer Service Associate
2013.03 - 2014.02 (11 education.months_Label)
Job overview
- Handling Walk in Customer to store by increase their buying experience, assisting queries related to product, managing store displays, POS handling, billing
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
Education
Tangla Higher Secondary SchoolAssam
Some College (No Degree) from High School
2001.01 - 2006.01 (5 education.years_Label)
Sankerdev CollegeGuwahati
12th
2007.01 - 2009.01 (2 education.years_Label)
Shobhit UniversityMeerut
Bachelor of Science
2010.01 - 2013.01 (3 education.years_Label)
Delhi School Of Internet MarketingGurgaon
Some College (No Degree) from DIGITAL MARKETING
2019.01 - 2020.12 (1 education.year_Label & 11 education.months_Label)
Skills
Computer operations
Microsoft officeHardworking and self motivated personComfortable with team workHaving good communication skills and polite behavior with colleaguesCustomer Relations
International sales support
Report preparation
POS systems expert
Money handling abilities
Sales expertise
Account management
Service standard compliance
Retail materials management
Software
Microsoft Office
Workday
ZOHO
Timeline
Process Specialist
Wipro Technologies
2022.10 - Current (3 education.years_Label & 8 education.months_Label)
Operation Associate
Flyhomes Residential India Pvt. Ltd
2021.05 - 2022.07 (1 education.year_Label & 2 education.months_Label)
Senior Analyst
Wounderman Thompson
2021.02 - 2021.04 (2 education.months_Label)
Delhi School Of Internet Marketing
Some College (No Degree) from DIGITAL MARKETING
2019.01 - 2020.12 (1 education.year_Label & 11 education.months_Label)
Senior Process Associate
Accenture Solution Pvt. Ltd
2017.10 - 2020.02 (2 education.years_Label & 4 education.months_Label)
Customer Service Associate
Convergys India Pvt. Ltd, Hero BPO, Hero Management services Pvt. Ltd
2015.01 - 2016.08 (1 education.year_Label & 7 education.months_Label)
Retail Customer Service Associate
Travel Retails Services Pvt. Ltd (WH Smith)
2013.03 - 2014.02 (11 education.months_Label)
Shobhit University
Bachelor of Science
2010.01 - 2013.01 (3 education.years_Label)
Sankerdev College
12th
2007.01 - 2009.01 (2 education.years_Label)
Tangla Higher Secondary School
Some College (No Degree) from High School
2001.01 - 2006.01 (5 education.years_Label)