Pooja Saxena
Senior Analyst
South East
Summary
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over 7 years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
7
7
years of professional experience
Work History
Senior Analyst
HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
02.2021 - Current
- Working as a chat resource, Responsible for providing technical support to US and UK clients for UNUM Limited
- Dealing with Priority 1 and Priority 2 incidents that may arise in the course of duty
- Providing 1st and 2nd line technical support to clients on Software, hardware, applications and network issues ensuring an instant and long-lasting solution
- Technically solved issues for Microsoft applications on user’s remote sessions
- Provided solution to Application related issues using the existing knowledge base
- Providing a logical troubleshooting and technical support via remote desktop
- Working on VMware horizon for the purpose of restarting user’s Virtual Machines
- Working on password reset issue and account unlock issues for user accounts
- Managing SLA of the incident in the queue
- Managed and resolved all level of client’s enquiries, emergencies and complaints using appropriate communication methods and escalated whenever necessary
- Achievements :
- Got Rewards and Recognition in the team for maximum productivity
- Always have achieved highest in FCR % in team, I.e resolving the issue at first level
- Management positive commendation for outstanding performances each month.
Senior Customer Care Executive
Robobull Technologies Private Limited
02.2018 - 11.2020
- Manage large amounts of incoming calls, emails and chats
- Handle Customer Complaints and quires Via Social Media like Facebook and Instagram
- Generate sales leads through a checkout list of Shopify
- Keep comprehensive records of all customer complaints, from the initial problem to the eventual solution
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with the customer through services
- Keeping records on a daily basis of cancellation orders
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions.
Senior Project Development Executive
Indiamart Intermesh Ltd, DD Info Soft Private Limited
08.2016 - 02.2018
- Interacting with the Clients on a continuous basis regarding the specifications of the projects, handling their queries, keeping them updated about the status of the current projects through Phone, e-mails
- Analyzing project requirements for further proceedings
- As a consultant to the client, understanding his needs and accordingly suggesting/recommending suitable services/solutions
- Implementation of project plans within deadlines
- Planning jobs according to their due times and complexities, ensure systematic distribution of work amongst the teams, following up on the progress of the projects, and ensure overall co-ordination of the work between various teams and departments
- Ensuring strict adherence to the process and internal procedures
- Ensure High Class Service Delivery
- Closely monitoring of work in process, customer complaints and accounts receivables.
Cynosure International
06.2016 - 08.2016
- Searching and short-listing quality profiles through Headhunting, Employee Referrals, and Job posting in the various portals
- Scheduling of various rounds of Interviews (Telephonic or face-to-face or Video Conferencing) of the
- Candidates and coordinating with the Tech panel to make themselves available for the interviews
- Determining the Salary of the selected candidate (this includes taking necessary approvals and sign off from regional resourcing manager and Divisional resourcing Manager)
- Final Selection Process, Preparing and issuing Offer letters and clarification of offer terms if required
- Taking care of all Joining formalities
- Tracking the resources on skills, experience & on expertise basis
- Adhered to successful deliverables & closing the positions before the deadlines
- Responsible for performance monitoring, guiding team members and provide help to resolve issues, if any, to enhance performance
- Attracted the best talent through direct recruitment and headhunting at minimal cost
- Responsible for allocating recruiters on different project requirements as per the fore cast & needs.
Office Coordinator
TransGalaxia Services Pvt. Ltd
07.2015 - 05.2016
- Follow office workflow procedures to ensure maximum efficiency
- Maintain files and records with effective filing systems
- Support other teams with various administrative tasks (redirecting calls and scheduling meetings etc.)
- Greet and assist visitors when they arrive at the office
- Monitor office expenditures and handle all office contracts (rent, service etc.)
- Perform basic bookkeeping activities and update the accounting system
- Deal with customer complaints or issues
- Monitor office supplies inventory and place orders
- Assist in vendor relationship management.
Education
MBA -
Teerthanker Mahaveer University
B.Com(Hons) - undefined
Teerthanker Mahaveer University
12th - undefined
UP BOARD
10th - undefined
UP BOARD
Skills
MS Office Suit: Word, Excel, PowerPoint, Outlook, VLOOKUP etcundefined
Timeline
Senior Analyst
HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
02.2021 - Current
Senior Customer Care Executive
Robobull Technologies Private Limited
02.2018 - 11.2020
Senior Project Development Executive
Indiamart Intermesh Ltd, DD Info Soft Private Limited
08.2016 - 02.2018
Cynosure International
06.2016 - 08.2016
Office Coordinator
TransGalaxia Services Pvt. Ltd
07.2015 - 05.2016
MBA -
Teerthanker Mahaveer University
B.Com(Hons) - undefined
Teerthanker Mahaveer University
12th - undefined
UP BOARD
10th - undefined
UP BOARD
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