Pooja Kumari
Pune
Summary
Experienced Data Analyst with a proven track record in leadership across diverse industries. Skilled in automating processes and implementing operational improvements to drive efficiency. Strong problem-solving abilities contribute to achieving organizational goals.
Senior Customer Service Representative known for exceptional customer service orientation and effective communication skills. Thrives in fast-paced environments, adept at handling multiple tasks while maintaining quality and meeting production targets.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Associate
NielsenIQ India Pvt Ltd
Pune
03.2022 - 07.2024
- Worked on CSO/ MSD for task triaging and resolving customer requests and queries, and consistent review stipulated customer success metrics to drive satisfactory customer experience
- Efficient Customer Relationship management using the proprietary NielsenIQ platforms
- Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solutions/services provided
- Exceeded client expectation and maintained an environment focused on client experience by utilizing the tools provided resulting in a 10 % increased 10 % CSAT
- Escalation Management & Mentoring the new joiners
- Subject matter expert on NIQ processes, Tools, and methodologies
- Delivering database and reports as contractual terms with tracking mechanisms and defining service elements
- Working closely with NIQ teams for customer setup/ maintenance on coding and database tasks
- Execute process automation using tools like R/Python/ Excel Macros.
Instructor Engagement
Whitehat Education Pvt Ltd
Remote
09.2020 - 03.2022
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques
- Conducted classes for Coding and Math and ensure all the metrics are followed
- Communicated student progress to parents and guardians for collaborative approach to educational goals
- Increased student participation via engaging lectures and assignments
- Optimized day-to-day instruction to align educational strategies with industry best practices
- Mentored new joiners.
Assistant Manager
WheelsEMI Pvt Ltd
Pune
11.2018 - 11.2019
- Managed team of call center Representative to ensure we are delivering exceptional customer service
- Managed customer service backend activity such as providing foreclosure statements, Statements of accounts, Repayment schedules, and issuing NOCs
- Enhanced team productivity by implementing effective communication strategies and collaborative efforts
- Managed the CRM request raised by the Associate and branch
- Resolved the request or queries within the TAT ensuring customer satisfaction all the time
- Accountable for preparing and sharing the MIS on a regular basis with the Managers regarding the CRM request and inbound calls
- Evaluating CRM quality and taking preventive action to avoid Quality issues
- Responsible to provide necessary training and feedback to Associates whenever required
- Analyzed the call/ customer complaint to find the root cause and to identify the processes that need to be corrected to prevent a recurrence, with the help of data collected from feedback and complaints.
Senior Customer Support Executive
HCL Technologies
Pune
06.2017 - 11.2018
- Served as the first point of contact for Customers for queries relating to Digibank and DBS India Banking app and Digibank debit card through calls, chats, and service requests
- Served as an escalation point for challenging customer cases, applying advanced problem-solving skills to reach satisfactory resolutions
- To ensure customer satisfaction Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level
- Compliance with the defined processes and process updates regarding internal KB efficiently to achieve and deliver 100% quality within timelines
- Maintained detailed customer records and call logs, documenting complaints and resolutions, and inputting relevant data into the CRM system
- Process cases in a timely manner to achieve agreed productivity and quality targets (as amended or notified from time to time) on all the tasks worked.
Customer Support Executive
CRIF Solution Pvt. Ltd.
Pune
06.2016 - 12.2016
- Demonstrated exceptional customer service while handling customer calls and email inquiries with a 97% satisfaction rating
- Acknowledged and resolved the Grievance cases within the TAT Ensuring adherence to grievances redressal policy and processes
- RCA performed for the most impactful and/or most recurring issues to identify the processes that need to be corrected and share a Mitigation plan to prevent a recurrence
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
Customer Support Executive
Bajaj Allianz Life Insurance Co. Ltd.
Pune
06.2013 - 06.2016
- Handled Escalations / Grievances and resolved it within given IRDA TAT
- Analyzed the data and took corrective measures to ensure target achievement
- Providing training and mentorship to new joiners and assisted them by floor walking to maximized work efficiency
- Cross department coordination
- Policy servicing & handling IRDA/ NCH /social networking sites customer complaints.
Education
MBA - Operations Management
Sikkim Manipal University
06-2015
B.E. - Electronics
A.G.AWATE College Of Engineering
06-2010
Higher Secondary Certification - Science Education
Kendriya Vidyalaya
06-2005
Skills
- Programming languages (Python, R, SQL)
- Data Visualization Tools (Tableau, Power BI)
- Business Analytics with Excel
- Data Wrangling and Cleaning
- MSD 365
- Client management
- Customer Service
- Grievance management
- Strong interpersonal communication
- Team collaboration skills
- Time management skills
- Attention to Detail
- Training and mentoring
Personal Information
- Date of Birth: 10/23/1986
- Nationality: Indian
- Marital Status: Married
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Senior Customer Service Associate
NielsenIQ India Pvt Ltd
03.2022 - 07.2024
Instructor Engagement
Whitehat Education Pvt Ltd
09.2020 - 03.2022
Assistant Manager
WheelsEMI Pvt Ltd
11.2018 - 11.2019
Senior Customer Support Executive
HCL Technologies
06.2017 - 11.2018
Customer Support Executive
CRIF Solution Pvt. Ltd.
06.2016 - 12.2016
Customer Support Executive
Bajaj Allianz Life Insurance Co. Ltd.
06.2013 - 06.2016
MBA - Operations Management
Sikkim Manipal University
B.E. - Electronics
A.G.AWATE College Of Engineering
Higher Secondary Certification - Science Education
Kendriya Vidyalaya
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