Reading Books
Reshma Halder
Learning Experience Specialist
Bangalore
Summary
Enriched with 8 years of problem-solving experience; organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Looking forward to scale new heights in professional career as well as personal growth.
Overview
7
7
years of professional experience
24
24
years of post-secondary education
3
3
Languages
Work History
Learning Experience Specialist
PayPal India Pvt Limited
Bangalore
07.2018 - Current
- Part of PayPal since July 16, 2018.
- Here are a few highlights of career path at PayPal:
- Was selected for the Limitations review and account research team
- Got the opportunity to be a part of the ICA team within 1 year
- Glad to be part of “Content Champions” team representing Bangalore on Global platform
- Got selected for “LEAP” program
- Got selected as "Learning Experience Specialist" and have been successfully delivering for last 2 years
- Worked closely with Operations in establishing Venmo and DE (German) market in BLR
- Was actively involved in strategic movement of business function to "Job Family"
- Working as module owner for one of segments and responsible for updating contents and materials with latest tool design and policies.
- Prepared presentations and knowledge base for effective customer experience to be delivered by frontline
- Conducted routine outreach to support understanding of policies and procedures.
- Tracked key performance indicators to measure success of campaigns.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Developed questionnaires and facilitated focus group discussions.
- Conducted primary and secondary research to better understand customer needs and behaviors.
Customer Solution Representative
GroupOn
Bangalore
09.2017 - 06.2018
- Worked as frontline, assisting customer with their buying experience or disputes
- Maintained key performing indicators throughout and emerging as valuable contributor to team
- Managed over 60 tickets on average each day.
- Worked on maintaining team data and processing it on time to reach set goals as one team.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Escalated customer issues to management for appropriate action to be taken.
Customer Service Representative
Zen power Technologies Private limited
Bangalore
09.2016 - 09.2017
- Assisting agents on production.
- Managed over 90 emails on average per day.
- Worked on escalation queue for premium customers
- Was also enthusiastic about working on reports and team activity while assisting manager
- Responded to customer requests for products, services, and company information.
Education
MBA - Financial Services Marketing Operations
Gems B School
Bangalore 01.2014 - 01.2016
Diploma in Journalism And Mass Communication -
Jadavpur University
Kolkata 01.2012 - 01.2014
Bachelor of Science - Physics
Vivekananda Collage
Kolkata 01.2008 - 04.2012
High School Diploma -
WBCHSE Ballygunge
Kolkata 01.2006 - 04.2008
High School Diploma -
ICSE Vivekananda Mission School
Kolkata 01.1993 - 04.2006
Skills
Excel & Smartsheet
Copywriting expertise
Employee training
Power BI
Camtasia
Compass & SPARK
Zendesk
Workramp & LMS
Interests
Travelling
Writing journals
Timeline
Learning Experience Specialist
PayPal India Pvt Limited
07.2018 - Current
Customer Solution Representative
GroupOn
09.2017 - 06.2018
Customer Service Representative
Zen power Technologies Private limited
09.2016 - 09.2017
MBA - Financial Services Marketing Operations
Gems B School
01.2014 - 01.2016
Diploma in Journalism And Mass Communication -
Jadavpur University
01.2012 - 01.2014
Bachelor of Science - Physics
Vivekananda Collage
01.2008 - 04.2012
High School Diploma -
WBCHSE Ballygunge
01.2006 - 04.2008
High School Diploma -
ICSE Vivekananda Mission School
01.1993 - 04.2006