Nivedita Jha
Delhi,DL
Summary
Experienced professional driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems. 4+ years experience in day to day operation of the process and with a knack for quality.
Overview
7
7
years of post-secondary education
5
5
years of professional experience
Work History
Senior Associate
Zomato media Pvt Ltd
Gurugram, Delhi NCR
09.2017 - Current
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Developed junior team members and cultivated collaborative culture.
- Educated clients on account services and resolved client inquiries
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Initiated timely response to emails, voicemails and written correspondence.
- Molded team and embraced change to adapt within dynamic market.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Oversaw project planning, schedule management and customer relations.
- Spoke to customers in native language to increase loyalty and establish relationships.
Phone Banking Officer
HDFC Bank
New delhi, New delhi
09.2016 - 09.2017
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with their investment concerns.
- Handled over incoming telephone calls. Managed over 100+ calls per day while maintaining the quality
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
- Connected callers with appropriate professional, department or business.
Education
Master of Arts - English Literature
08.2016 - 09.2019
- Class Rank: Second Division
Associate of Arts - English Literature
05.2013 - 05.2016
- Class Rank: Second Division
High School Diploma -
03.2012 - 03.2013
- Class Rank: 89% (Humanities)
Skills
Project Management
Multi-line phone proficiency
Excellent written and oral communication
Quality control
Excellent work ethic
Interpersonal communications
Training and mentoring
Timeline
Senior Associate - Zomato media Pvt Ltd
09.2017 - Current
Phone Banking Officer - HDFC Bank
09.2016 - 09.2017
IGNOU (Indira Gandhi National Open University ) - Master of Arts, English Literature
08.2016 - 09.2019
Janki Devi Memorial College (DU) - Associate of Arts, English Literature
05.2013 - 05.2016
Vishal Bharti Public School - High School Diploma,
03.2012 - 03.2013