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
10.2022 - Current
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
05.2021 - 07.2022
Job overview
- Compliance/Audit / Drafting/ Backend operation/Customer Service.
- Built relationships with external stakeholders to establish seamless operations
Wounderman ThompsonGurgaon
Senior Analyst
02.2021 - 04.2021
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
10.2017 - 02.2020
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
01.2015 - 08.2016
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
03.2013 - 02.2014
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
01.2001 - 01.2006
Sankerdev CollegeGuwahati
12th
01.2007 - 01.2009
Shobhit UniversityMeerut
Bachelor of Science
01.2010 - 01.2013
Delhi School Of Internet MarketingGurgaon
Some College (No Degree) from DIGITAL MARKETING
01.2019 - 12.2020
Skills
Computer operations
undefinedSoftware
Microsoft Office
Workday
ZOHO
Timeline
Process Specialist
Wipro Technologies
10.2022 - Current
Operation Associate
Flyhomes Residential India Pvt. Ltd
05.2021 - 07.2022
Senior Analyst
Wounderman Thompson
02.2021 - 04.2021
Delhi School Of Internet Marketing
Some College (No Degree) from DIGITAL MARKETING
01.2019 - 12.2020
Senior Process Associate
Accenture Solution Pvt. Ltd
10.2017 - 02.2020
Customer Service Associate
Convergys India Pvt. Ltd, Hero BPO, Hero Management services Pvt. Ltd
01.2015 - 08.2016
Retail Customer Service Associate
Travel Retails Services Pvt. Ltd (WH Smith)
03.2013 - 02.2014
Shobhit University
Bachelor of Science
01.2010 - 01.2013
Sankerdev College
12th
01.2007 - 01.2009
Tangla Higher Secondary School
Some College (No Degree) from High School
01.2001 - 01.2006
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