Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Disclaimer
Timeline
Generic
SHALEEN SRIVASTAVA

SHALEEN SRIVASTAVA

Ghaziabad

Summary

I am a dedicated and hardworking individual seeking an opportunity to advance my career in a progressive and professionally managed organization. As an enthusiastic team player, I am committed to contributing to the organization's growth while continually enhancing and acquiring new skills. I possess excellent communication skills and the ability to perform effectively under pressure.

Overview

4
4
years of professional experience
9
9
years of post-secondary education
2
2
Languages

Work History

PROCESS ADVISOR

BARCLAYS
New Delhi
06.2023 - Current
  • I am working as a Process Advisor in the Frontline Collections team at Barclays.
  • The role involves working as an account manager, handling customer calls, and managing delinquent customer accounts. It also includes processing transactions in accordance with approved procedures, international regulations, and pre-agreed service levels, ensuring both speed and accuracy. Additionally, I adhere to quality control disciplines, procedures, and checks at all times. I am also responsible for driving my own performance management, collating relevant documentation, and preparing for and arranging self-performance reviews.
  • Additionally, I have trained team members on target achievement and performance management while on secondment.
  • Collected and analyzed team data while also managing the team in the absence of the designated manager.
  • Increased customer satisfaction by proactively addressing concerns and implementing feedback-driven improvements.

TRANSPORTATION OPERATIONS SPECIALIST

AMAZON
08.2022 - 02.2023
  • Worked as a Transportation Specialist in the Relay Operations Centre on a contractual basis for 6 months
  • The role included to assist in the resolution of stakeholder issues of daily freight movements flowing into and out of Europe fulfilment centres and associated fulfilment network
  • This role required a passion for quickly providing resolutions to challenges by using strong communication, problem solving and organizational skills

CRC OPERATIONS

AMAZON
01.2022 - 07.2022
  • Worked as an HR Assistant in the COVID Resource Centre on a contractual basis for 6 months
  • The role included to provide a variety of HR Operations to US employees which consists of handling calls and ensuring an accurate, efficient and personalized resolution, case work, payment generation, creating tickets, My Time and maintaining and doing quality audits
  • The required skills for this role included excellent communication skills, empathy, case management, database management, payroll processing, quality assurance, task management, decision-making, ticket creation, time management, and more.

CUSTOMER SERVICE ASSOCIATE

AMAZON
08.2021 - 11.2021
  • Worked as a Customer Service Associate in Technical Support for the voice process on a three-month contractual basis.
  • The role involved handling real-time calls from Indian customers and providing resolutions based on their queries.
  • The required skills for this role included excellent communication skills, effective problem-solving abilities, decision-making, time management, and the ability to immediately prioritize tasks as assigned.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

EXECUTIVE PG PROGRAMME - DATA SCIENCE & AI

IIIT BANGALORE
05.2024 - Current

MA - ENGLISH

JAMIA MILIA ISLAMIA UNIVERSITY
12.2021 - Current

BSC HONOURS - COMPUTER SCIENCE

DELHI UNIVERSITY
07.2016 - 05.2019

SENIOR SECONDARY EDUCATION - SCIENCE STREAM (PCM)

CBSE BOARD
04.2013 - 06.2015

Skills

  • Excellent communication skills

  • Operations

  • HR Services

  • Analysis

  • MS Excel

  • MS Word

  • MS Office

  • SQL

  • Account management

  • Case management

  • Quality Analysis

  • Database management

  • Process Expert

  • Multitasking

Accomplishments

  • CRC Q1 HONOR ROLL
  • CRC QUALITY SILVER AWARD
  • CRC QUALITY GOLD AWARD
  • CRC STARGAZERS AWARD
  • Recognized by the Director at Barclays
  • Participated in multiple client visits with the Chief Risk Officer at Barclays
  • Nominated as one of the top employees of frontline collections at Barclays
  • Recognized for participation in multiple ERG groups at Barclays

Disclaimer

I hereby state that the above mentioned information is true to the best of my knowledge and I bear the responsibility for the correctness of all the particulars in every aspect.

Timeline

EXECUTIVE PG PROGRAMME - DATA SCIENCE & AI

IIIT BANGALORE
05.2024 - Current

PROCESS ADVISOR

BARCLAYS
06.2023 - Current

TRANSPORTATION OPERATIONS SPECIALIST

AMAZON
08.2022 - 02.2023

CRC OPERATIONS

AMAZON
01.2022 - 07.2022

MA - ENGLISH

JAMIA MILIA ISLAMIA UNIVERSITY
12.2021 - Current

CUSTOMER SERVICE ASSOCIATE

AMAZON
08.2021 - 11.2021

BSC HONOURS - COMPUTER SCIENCE

DELHI UNIVERSITY
07.2016 - 05.2019

SENIOR SECONDARY EDUCATION - SCIENCE STREAM (PCM)

CBSE BOARD
04.2013 - 06.2015

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