Pooja Khandelwal
Bangalore
Summary
Dynamic professional with extensive experience at Capita India Pvt. Ltd., excelling in customer service and team management. Proven ability to analyze customer needs and implement effective solutions, showcasing strong analytical skills and exceptional communication. Committed to fostering team collaboration and driving results in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Sr. Representative
Capita India Pvt. Ltd.
Bangalore
09.2021 - Current
- Analyzed customer requirements to identify suitable water bill schemes, ensuring compliance with government guidelines.
- Evaluated eligibility criteria and financial factors to provide tailored discounts on water bills under government programs.
- Ensured timely closure of assigned customer service records.
- Maintained Excel data for unresolved queries, streamlining resolution process with developed optimal solutions.
- Provided training and support to new and junior team members.
Sr. Representative
Capita India Pvt. Ltd.
Pune
10.2019 - 08.2021
- Resolved customer queries quickly, enhancing overall customer satisfaction.
- Managed order bookings and oversaw delivery responsibilities to customers' doorsteps.
- Collaborated with team members to resolve issues, ensuring timely solutions and maintaining service quality.
- Mentored new team members and led regular huddles to improve process understanding and team cohesion.
Tier 2 Representative
Teleperformance Pvt. Ltd.
Jaipur
05.2016 - 10.2019
- Managed customer cases effectively.
- Handling a team and resolving the queries not resolved by Tier 1 agents.
- Providing timely process updates to the team.
- Researching on technical bugs and finding solutions.
- Maintaining excel data for all the unresolved cases in the team.
Secondary School Teacher
Adarsh Senior Secondary School
Gotan
04.2012 - 04.2016
- Worked as secondary school teacher and taught Environmental Science.
Customer Care Representative
IBM India Pvt. Ltd.
Gurgaon
05.2010 - 11.2011
- Responsible for booking aviation tickets for US clientele.
- Handling all the customer queries.
Education
MBA - Finance
Symbiosis
Pune01.2016
B.Ed. - Ajmer
Maharshi Dayanand Saraswati University
Ajmer01.2014
M.COM. - Jodhpur
Jai Narayan Vyas University
Jodhpur01.2012
B.COM. - Jodhpur
Jai Narayan Vyas University
Jodhpur01.2010
Skills
- Communication and interpersonal skills
- Technical proficiency in relevant tools
- Team collaboration
- Analytical thinking and problem-solving
- Self-motivation
- Strong work ethic
- Result oriented
- Adaptable to new skills
- Eagerness to learn
- Issue resolution
- Effective communication
- Problem solving
Awards
- CSAT Award and Attendance Award with Teleperformance Pvt. Ltd.
- Quality Award with Teleperformance Pvt. Ltd.
- Best employee of the month Award with Teleperformance Pvt. Ltd.
Timeline
Sr. Representative
Capita India Pvt. Ltd.
09.2021 - Current
Sr. Representative
Capita India Pvt. Ltd.
10.2019 - 08.2021
Tier 2 Representative
Teleperformance Pvt. Ltd.
05.2016 - 10.2019
Secondary School Teacher
Adarsh Senior Secondary School
04.2012 - 04.2016
Customer Care Representative
IBM India Pvt. Ltd.
05.2010 - 11.2011
MBA - Finance
Symbiosis
B.Ed. - Ajmer
Maharshi Dayanand Saraswati University
M.COM. - Jodhpur
Jai Narayan Vyas University
B.COM. - Jodhpur
Jai Narayan Vyas University