Roshni Naguru
Assistant Manager
Bangalore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Assistant Manager - Operations
Rupeek Fintech Pvt Ltd
Bangalore
01.2022 - Current
- Manages end-to-end processes of function-wise customer escalations to ensure timely resolution of all escalated complaints.
- Prepares and maintains the review data for all the critical channels reviews.
- Attends and manages Adhoc field escalations.
- Monitor and track the team's hygiene issues.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Monitored employee productivity and optimized procedures to reduce costs.
- Introduced new methods, practices and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
Team Leader
Rupeek Fintech Pvt Ltd
Bangalore
12.2018 - 12.2022
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Led team of [15] members while providing exceptional customer service.
- Coordinated weekly meetings for internal and external groups.
- Participated in cross-functional team-building activities.
- Cross-trained and provided backup support for organizational leadership.
- Worked with colleagues to create prototypes for designs and training materials.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Initiated timely response to emails, voicemails and written correspondence.
- Implemented new working processes to deliver multiple improvements.
Customer Service Representative
Quikr India Pvt Ltd
Bangalore
03.2018 - 10.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Online Strategist
Intelenet Global Services Pvt Ltd
Hyderabad
10.2017 - 03.2018
- Collected and analyzed Web metrics such as visits, time on site and page views per visit.
- Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations and provided exceptional service.
- Maintained excellent attendance record, consistently arriving to work on time.
Team Leader
Polaris Financial Pvt Ltd
Hyderabad
09.2015 - 02.2017
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Led team of [35] members while providing exceptional customer service.
- Implemented new working processes to deliver multiple improvements.
- Participated in cross-functional team-building activities.
- Facilitated training for associates through daily coaching and regular performance appraisals.
Customer Support Representative
Polaris Financial Pvt Ltd
Hyderabad
09.2013 - 09.2015
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Connected with customers to address questions and resolve issues through phone.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Education
Bachelor of Science - Computer Science
Sri Padmavati Women's College
Tirupati 06.2008 - 04.2012
Skills
Master in Excel
Training and mentoring
Escalation Handling
Team Building
Effective leader
Employee reviews
Staff training/development
Relationship building
Recruitment
Employee scheduling
Timeline
Assistant Manager - Operations
Rupeek Fintech Pvt Ltd
01.2022 - Current
Team Leader
Rupeek Fintech Pvt Ltd
12.2018 - 12.2022
Customer Service Representative
Quikr India Pvt Ltd
03.2018 - 10.2018
Online Strategist
Intelenet Global Services Pvt Ltd
10.2017 - 03.2018
Team Leader
Polaris Financial Pvt Ltd
09.2015 - 02.2017
Customer Support Representative
Polaris Financial Pvt Ltd
09.2013 - 09.2015
Bachelor of Science - Computer Science
Sri Padmavati Women's College
06.2008 - 04.2012