Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
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Sanjana Sunil Patel

Sanjana Sunil Patel

Santacruz West

Summary

Dynamic professional with a proven track record at Accenture Solutions Pvt Ltd, excelling in problem-solving and team management. Expert in documentation and reporting, with a knack for process improvement and effective communication. Achieved significant enhancements in customer service efficiency and team productivity, demonstrating a strong blend of analytical and interpersonal skills.

Overview

8
8
years of professional experience

Work History

Data & Document Management Associate

Accenture Solutions Pvt Ltd
Mumbai
05.2023 - Current
  • Annotate scripts for the clients with Medicare healthcare US and for Vergin media telecom Australia.
  • Conducting verification of money laundering documents.
  • Responsibilities included processing complete settlements on income , drafting letters and providing comprehensive policy value details to policyholders.
  • Verifying KYC documents such as passports, driving licenses, and utility bills (electricity, water, cooking gas).
  • Authenticating photo IDs and client signatures.
  • Active Part of PPA team to organize fun activities for the project as well as the Team.
  • Taking follow up for the team for any given responsibility by the team leader and updating the TL at the end of the shift.

Customer Service Senior Representative

Accenture solutions Pvt Ltd
02.2020 - 02.2023
  • Troubleshooting customers' issues related to mobiles, tablets and 5G Wifi routers
  • Consistently meeting and exceeding CSAT, Quality, Revenue Per Chat generation, FCR and AHT targets
  • Connecting with customers by acknowledging their emotions and taking ownership, discovering more about their issues and needs by asking relevant questions, resolving their issues by using available resources and closing the conversations by setting expectations going forward
  • Maintaining Leave tracker as well as the performance tracker for the team and also was the part of adhoc activities like organizing fun events for the team

Senior Associate

Cognizant solutions private limited
08.2018 - 01.2020
  • Acknowledging customer issues and resolving them quickly and efficiently
  • Assisting customers in understanding their available options and helping them select suitable features and plans for their need
  • Resolving the email tickets of the issue raised by the internal associate and also fixing it within the TAT
  • Also was handling the hospitality team for our internal directors and assuring the arrival as and when needed
  • Then got promoted to GR team which was handled by the client to give business and use to manage expenses accordingly which includes all the company expenditure

Escalation Desk Supervisor

ANI Technologies Pvt LTD
05.2017 - 03.2018
  • Use to manage the team of 25 members
  • Evaluating their calls, making RCA for all the escalations also have to take sup calls and managing the team stats
  • Managing all the Zendesk tickets in their Tat and taking proper follow-up from the relevant team on time in emails

Education

Bachelor of Management studies - Finance

Dalmia college of commerce and Economics
Malad, W
01.2014

Skills

Problem Solving

Team Management Understanding

Documentation And Reporting

Process Improvement

Effective Communication

Special Projects

Accomplishments

  • Received Encore Q4 award consecutively 2 times in Verizon
  • Received best performer for constant 6 months in Verizon
  • Got promoted to senior associate in Cognizant
  • Exceeded sales 24% target consecutively for 10 months
  • Closed CSAT on 100% consecutively for 8 months

Personal Information

  • Date of Birth: 05/15/93
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Single

Timeline

Data & Document Management Associate

Accenture Solutions Pvt Ltd
05.2023 - Current

Customer Service Senior Representative

Accenture solutions Pvt Ltd
02.2020 - 02.2023

Senior Associate

Cognizant solutions private limited
08.2018 - 01.2020

Escalation Desk Supervisor

ANI Technologies Pvt LTD
05.2017 - 03.2018

Bachelor of Management studies - Finance

Dalmia college of commerce and Economics

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Sanjana Sunil Patel