SARANYA PG
KPO & BPO
Medavakkam, Chennai
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
SME
Tata Consultancy Service
Chennai
01.2018 - Current
- Team management
- 5Why Analysis
- Handling Customer Discrepancy Satisfaction
- Attending stakeholder calls for UK
- Preparation of process documentation and customer negotiations
- Credit control and Debt analysis management
Senior Process Associate
01.2016 - 01.2018
- Team Quality SME
- RCA and QC calibration for various internal teams
- Customer relationship, customer product enhancement
- Customer service cancellation
- FMEA performing for the team
- Mail box handling
- Work allocation for associates
- Customer account creation
- Conducting Process training for fresher’s
- Customer negotiations on renewal and pricing
- Telecommunication agreements
- Ensuring the deliverables of Daily, Weekly and Monthly
- Forecasting sales for PO enhancement and renewal
- Establishing individual roles and responsibilities
- Quality of services to end customers
- Weekly call with Stakeholders
- Team Escalation and customer grievances handling
- Customer review and management
- Customer query sourcing and actions
- Learning and Development SPOC.
Process Associate
01.2013 - 01.2016
- Delivering results with the SLA
- Creation of phonebook entries for UK customers
- Query handling and resolution for UK customers
- Debt in query resolution for customers.
Education
B.COM - Computer Application
Pioneer Kumaraswamy College
01.2010 - 01.2013
Skills
Problem-Solving
Teambuilding
Planning and Coordination
SQL analysis- Basics
MS Office
Accomplishments
- Certified in Lean - Efficient - E1
- Projects on 5Whys Analysis
- Analysis on customer development and customer satisfaction enhancement
- Certified Keizen project from TCS, on a template designed for “Star of the Quarter”
- “STAR PERFORMER” award consecutively received for 5 times. Received “WEEKLY STAR PERFORMER” award 3 consecutive weeks. “STAR OF THE QUARTER” award received twice.
- Received certificate of recognition for valuable support and contribution as “Budding Whiz kid” by TCS Vodafone team.
- Represented TCS - Table Tennis team and won awards.
Interest
Watching Movies, Playing Table Tennis.
Timeline
SME
Tata Consultancy Service
01.2018 - Current
Senior Process Associate
01.2016 - 01.2018
Process Associate
01.2013 - 01.2016
B.COM - Computer Application
Pioneer Kumaraswamy College
01.2010 - 01.2013