Purnima Grover
New Delhi
Summary
Dedicated Process Specialist knowledgeable about best practices in field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Overview
5
5
years of professional experience
Work History
Process Expert/Specialist
Infosys BPM LTD
New Delhi
02.2019 - 04.2024
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Maintained accurate records for tracking progress and performance of team members.
- Provided training and guidance to team members on operational procedures and best practices.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Partnered with vendors to negotiate contracts for services related to operations.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Analyzed data to identify trends in customer service issues, financials, staffing needs to make informed decisions regarding operations.
- Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
- Developed effective relationships with customers by understanding their needs and providing timely solutions.
- Provided first-level customer service and technical support for escalated issues.
- Provided technical support to customers by troubleshooting Broadband and Phone issues.
- Resolved customer complaints in a timely manner, ensuring customer satisfaction.
Process Executive
Infosys BPM LTD
New Delhi
02.2019 - 10.2020
- Reviewed and analyzed financial data to ensure accuracy of customer accounts.
- Experienced in Broker Dealer change, such as (Annuity, Insurance and Linking De-lining) policies for customers Prepared Broker approval write-ups, reviewed legal documents, SSN presented and recommended policy for approval at appropriate level and validated Advisor quality and integrity of the process
- Linking-Delinking Polices, handling customer related to their polices concerns.
- Link polices for customer related to insurance. As per customer request providing insurance and link policy. Advisor taken care of all the required information getting from customer and we were validating and customers to link the account with us.
- Have experienced in Cola and Beta Tool.
- Reviewed and processed policy insurance for accuracy, completeness and compliance with policy regulations.
- Assessed customer accounts for potential sanctions violations.
- Reviewed customer documents and information to ensure compliance with KYC regulations.
- Verified customer identity using public records, financial databases, and other resources.
- Participated in internal audits as required.
Education
Bachelor of Arts - Humanity, ARTS, Social Science, Linguistics
Delhi University
New Delhi07-2018
High School Diploma -
CLASS Xll
CBSE06-2015
Skills
- Value stream mapping
- Analytical Thinking
- Customer experience
- Coaching and Mentoring
- Attention to Detail
- Adaptability
- Customer Service Management
- Handling Complaints
- Support Services
- Excellent Communication
- Operations Management
- Strategic Planning
- Microsoft Excel
- Statement Review
- Adaptability and Flexibility
- Salesforce CRM
- Training and mentoring
- Customer Relationship Management (CRM)
- Technical Troubleshooting
- Client Relationship Building
- SLA management
Languages
E
First Language
English
Advanced (C1)
C1
Accomplishments
Outstanding Player
- Sep 2023, Got Best outstanding player in Team
Extra Miler
- Sep 2022, Awarded as extra miler performer.
Best SME
- Nov 2022, Got Best SME award across location.
ISTAR
- Oct 2023, Got quarterly best performance incentive
Process Excellence
- Awarded Service Excellence Award for an instrumental role in driving efficient, friendly customer service 2022 from client Side.
Timeline
Process Expert/Specialist
Infosys BPM LTD
02.2019 - 04.2024
Process Executive
Infosys BPM LTD
02.2019 - 10.2020
Bachelor of Arts - Humanity, ARTS, Social Science, Linguistics
Delhi University
High School Diploma -
CLASS Xll
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