Pooja Ranjane

• I work as a Technical Support Specialist at Freshworks, handling ticket-based support for over 30 management companies. My role includes maintaining a primary knowledge base as well as updating company-specific Freshworks portals.
• Consistently resolved daily support tickets while adhering to strict SLA requirements across 30+ management companies.
• Configured custom client portals using HTML, enhancing user experience on Freshworks platform.
• Managed portal access and knowledge base permissions for team members, ensuring secure workflows.
• Maintained and updated knowledge base articles, receiving formal appreciation for quality documentation.
• Selected for the initial Freshworks pilot team; rapidly mastered HTML custom portal design through training from UK counterparts with no prior coding experience.
• Mentored and onboarded two junior specialists on portal development, knowledge base maintenance, and platform configurations.
• Earned two Spot Awards, one "Above and Beyond" award, and two formal client/leadership appreciations for exceptional performance and team enablement.

• SLA & Queue Operations: Managed daily work queues across 30+ management companies, consistently meeting valuation deadlines and SLAs with zero errors.
• Resource allocation & leadership: Oversaw daily task assignments, monitored team progress, and provided technical guidance to junior associates on complex tasks, enhancing team capability.
• AML & Compliance Expertise: Overseeing KYC document review and compliance for the UK jurisdiction in accordance with Anti-Money Laundering (AML) standards.
• Cross-functional coordination: Collaborated with settlement and distribution mandate teams to resolve inquiries, ensuring seamless daily operations and timely issue resolution.
• Administrative & operations support: Assisted with office management, operational coordination, and logistics for company events, facilitating smooth execution of activities.

Payment Operations & Transfers: Processed high-volume NEFT, RTGS, and internal transfers using Omni core banking platform, ensuring accuracy in outward clearing operations. Financial Instruments & Service: Issued Pay Orders and Demand Drafts based on customer needs, addressing client inquiries and facilitating financial negotiations. Digital Banking Support: Supported clients with onboarding, troubleshooting, and navigation for mobile and internet banking platforms, enhancing user experience. Developed team skills through targeted training sessions: Led training and skill development initiatives for staff members to ensure operational efficiency and compliance.

• Processed customer transactions accurately and efficiently at TJSB Bank.
• Assisted clients with account inquiries and financial product information.
• Maintained compliance with banking regulations and internal policies.

Customer Support & Communication: Handled high-volume inbound inquiries via phone and email, providing precise product details and resolving customer issues on first contact to enhance customer experience.

• Quality & Escalations: Managed complex customer queries, de-escalating tense situations to maintain high customer satisfaction ratings and foster positive customer relationships.
• Provided customer service support while assisting customers with inquiries and issues.
• Team Onboarding & Mentorship: Trained and onboarded new staff on customer service best practices and communication protocols to ensure compliance with corporate policies and improve team readiness.

Managed information systems to support data integrity and operational efficiency.

• Database Management: Maintained, cleaned, and updated core relational databases to ensure high data integrity, accurate record-keeping, and zero data loss.
• Reporting & Analytics: Designed and generated daily, weekly, and monthly operational reports, transforming raw data into actionable insights for leadership.
• Dashboard Creation & Automation: Built automated reporting templates and tracking sheets to streamline data collection and reduce manual reporting efforts.
• Data Validation & Quality Assurance: Conducted regular audit checks across operational datasets to identify trends, inconsistencies, and efficiency gaps.