Fitness
Preeti Singh
Senior Customer Representative (Team Developer)
Ghaziabad,Uttar Pradesh
Summary
Goal Oriented Professional with 5 years of experience working with Multiple Client Team) benefits administration for web chat clients (Accenture, JC Penney, The Home Depot, United Airlines and Barclays) supporting multi domains including Health Insurance, Defined Contributions and Defined Benefits . Trained in project and time management with extensive knowledge of Health & Welfare and DC domains and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
6
6
years of post-secondary education
8
8
years of professional experience
Work History
Senior Customer Service Specialist
Wipro Private Limited
Noida, Uttar Pradesh
07.2015 - Current
- Currently manage MCT (Multiple Client Team) benefits administration for web chat clients, supporting multi domains including Health Insurance, Defined Contributions (401k account) and Defined Benefits as per IRS guidelines.
- Involved in the various process of implementation phase of new clients.
- Independently assisting, mentoring, evaluating quality on chats and responsible for providing coaching and developmental feedback to other associates
- Responsible for making team report and conduct client specific training to new colleagues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals and always thrive for perfection.
- Provided online demonstrations to educate customers on product features and online help resources.
- Assisted trainees with coaching and mentoring of new employees.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
Senior Technical Practitioner
IBM India Private Limited
Noida, Uttar Pradesh
01.2012 - 11.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed over 50 customer calls per day.
Education
10th Class (2005) -
St. Francis Convent School (ICSE)
MeerutBachelor in Computer Application -
Swami Vivekananda Subharti University
Meerut 08.2008 - 06.2011
12th (2008) -
Guru Tegh Bahadur Public School (CBSE)
Meerut 03.2005 - 01.2008
Skills
Complaint resolution
Documentation and reporting
Training and mentoring
Issue escalation
Customer engagement
Report Preparation
Medical Terminology Knowledge
Service Standard Compliance
Interests
Music
Timeline
Senior Customer Service Specialist
Wipro Private Limited
07.2015 - Current
Senior Technical Practitioner
IBM India Private Limited
01.2012 - 11.2014
Bachelor in Computer Application -
Swami Vivekananda Subharti University
08.2008 - 06.2011
12th (2008) -
Guru Tegh Bahadur Public School (CBSE)
03.2005 - 01.2008
10th Class (2005) -
St. Francis Convent School (ICSE)