Praneeta Kaur

• Trained in Maternity, STD, Worker’s Compensation and Behavioral Health leaves.
• After 6 months of tenure with Amazon, was moved to the Launch POD team which takes care of nesting for US case managers.
• Recently moved to support India case managers in cross training them on STD and taking care of their nesting.
• Have also taken the responsibility of auditing the cases of new hires while they are in the nesting.
• Have been taking sessions on different topics for different teams in the nesting.
• Worked with the new hires to understand the needs and gaps while being in the nesting period.
• Created plans with the leadership to provide good results once the trainees are out of the nesting.
• Identified issues, analyzed information and provided solution to the problems.
• Created bested practices for the team to achieve desired results
• Recently joint the Training Ambassador program.

Have supported different major clients in different domains. The list of clients supported includes Amazon, NXP, AON and Marriottt. Worked on different domains which includes medical benefits, Leave of Absence, Performance management, Engagement Survey, Leadership, Recruitment, Performance and Work force management.

· Assisted Amazon as an intake specialist for leave of absence process.

· Enabling navigational support to the client for recruitment, training, work force administration and health Benefits.

· Facilitating the management of domestic as well as International Marriott brands through verbal communication and web chat.

· Responsible for extending telephonic and chat assistance throughout the recruitment cycle.

· Ensuring satisfactory navigational support for training programs/courses or issues related to the department specific courses on the Learning Platform.

· Encouraging the candidates to explore the various programmes/courses provided by their specific Brand through the learning

· Handled the Engagement Survey submitted by Marriott Associates.

• Supported American Express client as a Sr. Analyst.
• As a Chat agents our responsibility was to communicate with customers through live chats and answer their questions related to their Sprint bills.
• CSAT was one of the major parameters which had to be met on each chat.

• As a dispute analyst, assisted American Express card holders to determine if a fraud had taken place on their card.
• Major responsibility was to resolve the customer disputes made on their credit card by contacting the merchant and getting accurate information from the merchant.

· Provide exceptional customer service, billing solution to retain existing customers and up-selling to gain new customer base by achieving optimum output, quality and productivity standards for our biggest clients AT&T.

· Help new as well as old agents acquire the same skill set as I did in sales, adjustments and process knowledge to excel as a team.

· Mentoring the new agents and providing them the process training.

· Involved in taking care of the administrative issues of the team in accordance with the Team Leader.

· Effectively delegated various responsibilities to each team member to create a sense of participation, ownership & business understanding.

· Ensuring Team results met by giving personal feedbacks to individual agents and thereby enhancing the result of the team as a whole primarily in the absence of team leader.