POOJA A
Ernakulam
Summary
Dedicated and adaptable professional with a strong background in BPO operations, poised to leverage excellent problem-solving and communication skills into an IT role. Committed to professional growth and making a significant impact in the IT sector.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sr. Associate
Sutherland Global Services
03.2020 - Current
- Responsible for maintaining successful entry of data verification and entry into HRIS and LOAA systems, timekeeping systems, and payroll for US region
- Understand and anticipate downstream impacts from changes to time and attendance or pay impacting systems.
- Trained and supported new team members, maintaining culture of collaboration
- Managed over 100% productivity per day.
CS Associate
Sutherland Global Services
10.2019 - 12.2019
- Handled inbound customer chat conversations
- Managed over 50 chats per day.
- Educated customers about billing, payment processing and support policies and procedures
- Developed and implemented strategies to increase customer satisfaction and engagement
- Managed customer relations through communication and helpful interactions
Technical Support Executive
Hinduja Global Solutions
05.2018 - 02.2019
- Managed over 70 inbound calls in timely manner per day.
- Troubleshooting technical issues and Resolving network issues through calls
- Submitted service tickets for equipment maintenance requests.
- Analyzed and developed service goals for in-bound call center.
- Diagnosed and troubleshot hardware, software and network issues
Education
Bachelor of Engineering/CSE -
Oxford Engineering College
Tiruchirappalli04.2017
S 12th -
St. Mary's Anglo Indian Girls H.S, Our Lady of Mercy High School
Kerala2012
10th -
Our Lady Of Mercy
Kerala03.2010
Skills
- Technical Troubleshooting
- Attention to Detail
- Problem Solving
- Time Management
- Adaptability and Quick Learning
- Communication and Collaboration
Certification
- Completed course in Python Programming Language in Udemy.
- Certified JAVA and SQL from institute of Qspiders.
Timeline
Sr. Associate
Sutherland Global Services
03.2020 - Current
CS Associate
Sutherland Global Services
10.2019 - 12.2019
Technical Support Executive
Hinduja Global Solutions
05.2018 - 02.2019
Bachelor of Engineering/CSE -
Oxford Engineering College
S 12th -
St. Mary's Anglo Indian Girls H.S, Our Lady of Mercy High School
10th -
Our Lady Of Mercy
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