Pooja Raj
Hyderabad
Summary
To build a long-term career with opportunities for career growth. To enhance my educational and professional skills in a stable and dynamic workplace.
Overview
8
8
years of professional experience
Work History
CSR
Infoblox Pvt Ltd
Trivandrum
05.2022 - Current
- Analyzed call trends to identify areas of improvement for customer service processes.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Followed up with customers to ensure their satisfaction.
- Analyzed customer feedback data to identify areas of improvement.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Processed orders, forms, applications, and requests.
- Processed customer account changes with proprietary software.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
CS ASSOCIATE / SUBJECT MATTER EXPERT (SME)
Amazon Development
01.2019 - 04.2022
- Handled the issue of customer for Amazon retail orders
- Giving promos refunds and finding stuff for retail orders
- Worked as an Account change specialist
- Handled the team of 15 agents as SME for account change and Amazon pay
- Identifying and investigating customer account for fraud orders
- Maintaining security on customer Amazon account
- Identifying unauthorized activity and helping customer to resolve it
- Handled the customer for Amazon pay for other seller
- Contacting and escalating seller for Amazon pay orders
- Trained the agents for Amazon pay process
- Trained the agents to escalating and communicating with the sellers.
Protection Specialist
Brigade Solution
01.2018 - 01.2019
- I-verify security specialists Handled a team of 30 members as SME
- Monitor Family Dollar and Dollar General stores in United states
- Report the issues to I-verify security Team and escalating them
- Monitor back door deliveries for safety and security
- Giving announcement of safety and security of Family Dollar and Dollar General
- Identifying suspicious illegal and threatening activities through the use of alarm verification.
Process associate/ Subject matter expert (SME)
Genpact
01.2017 - 01.2018
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Determines eligibility by comparing client information to requirements
- Establishes policies by entering client information; confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Make files and arrange them as per the requirements and guide agents to work on it
- Keeping records of the collections and targets of all the agents as an SME
- Motivating and helping the agents to reach the target.
Education
BSc Genetics -
St. Pious X degree college for women
01.2017
Intermediate -
Sri chaitanya Jr college
01.2014
Tenth (10th) -
Kendriya vidyalaya SVP NPA
01.2012
Skills
- Ms excel
- Ms work
- Vlook up
- Pivot table
Personal Information
- Father's Name: B.Rajasekharan Pillai
- Date of Birth: 05/23/96
- Gender: Female
Languages
- English
- Hindi
- Telugu
- Malayalam
- Tamil
- Kannada
Awards
- Got award for best agent from Genpact
- Got best team award from Genpact as SME
- Best RAP in Amazon account change specialist
- Best CCXU in Amazon pay
Languages
English
Proficient
C2
Hindi
Proficient
C2
Malayalam
Proficient
C2
Tamil
Proficient
C2
Telugu
Proficient
C2
Kannada
Beginner
A1
Timeline
CSR
Infoblox Pvt Ltd
05.2022 - Current
CS ASSOCIATE / SUBJECT MATTER EXPERT (SME)
Amazon Development
01.2019 - 04.2022
Protection Specialist
Brigade Solution
01.2018 - 01.2019
Process associate/ Subject matter expert (SME)
Genpact
01.2017 - 01.2018
BSc Genetics -
St. Pious X degree college for women
Intermediate -
Sri chaitanya Jr college
Tenth (10th) -
Kendriya vidyalaya SVP NPA