POOJA TANK
Senior Associate at Tata Consultancy
Dahisar East, Mumbai,MH
Summary
Senior Associate at TCS currently working as SME for CAG-TIAA with a team of 13 people.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Senior Associate
Tata Consultancy
2014.06 - Current
- Handling team of 13 associates for operational procedures and financial functions as per SLA.
- Conduct quality check to deliver on the accuracy as per the process defined for superior customer service.
- Assist and manage work allocation within the team.
- Conduct team briefings to update the agents with process updates/other changes that impact the team.
- Addressing and resolving queries raised by client service and staff, to maintain efficient work environment and collecting customer feedback.
- Maintaining complaint tracker on weekly and monthly basis.
- Conducting Payroll Transactions on daily basis
- Ensuring strict adherence to prescribed processes, auditand regulatory requirements.
- Maintaining and updating payroll information andresolving any discrepancies.
- Handle client complaints and address various client relatedissues. It also includes managerial work such as supervisingthe employees under the Clerical cadre, Managing cashflow, loans, mortgages and finances.
- Maintain fruitful relationships with current client andestablish good relationships with new ones.
- Identifying the gaps and implementing process withimprovement plans to reduce error percentage.
Education
Bachelors of Commerce -
Mumbai University
Mumbai 2001.04 -
Skills
Team Management
Operational Skills
MS excel & Powerpoint
Accomplishments
- Awarded as BPS star performer
- Client appreciation and acknowledgement for best performer
- Trainer for the process (TCS) by client
- Achieved target every month for process at team level as SME
Certification
Certified general insurance
Timeline
Certified general insurance
2022-11
Certified in retail banking functions
2022-05
Certified in pension plans
2021-01
Problem solving foundation
2020-09
Service fulfillment
2019-12
Senior Associate
Tata Consultancy
2014.06 - Current
Bachelors of Commerce -
Mumbai University
2001.04 -