Summary
Overview
Work History
Education
Skills
Personal Information
Location Preference
Languages
Accomplishments
References
Timeline
Generic
Sharon Joseph

Sharon Joseph

Mumbai

Summary

Dynamic professional with extensive experience at The Tata Power Company Ltd., excelling in client servicing and process improvement. Proven track record in escalation management and team leadership, successfully reducing customer complaints and enhancing operational efficiency. Proficient in SAP and Microsoft Office, with a strong focus on innovative problem-solving and effective communication.

Overview

18
18
years of professional experience

Work History

Lead Associate

The Tata Power Company Ltd.
Mumbai
06.2016 - 07.2024
  • Handling Consumer complaints & request related to incorrect outstanding & delayed payment charges & Discount not allowed.
  • Monitoring the Unresolved Complaints for the entire team & ensuring that calls are closed within TAT for the entire team.
  • Handling MD / ED / VP escalations.
  • Heading a Cross functional team (CFT) to deliver a special project taken up for reduction in Consumer complaints & reduction in turnaround time on behalf of AR team.
  • Performing billing quality checks for the consumer invoices before the invoices are release by the billing team.
  • Performing the root cause analysis for complaints for the entire team on monthly basis & forwarding the feedback to the employee responsible & Bankers for corrective actions to be taken.
  • Posting Interest on move-out consumers.
  • Processing of refund for move out consumers or on consumer request for excess payment done.
  • Setting off of internal TATA Power Auxiliary / Non Auxiliary accounts on monthly basis.
  • Making payments for open access.
  • One point of contact for the entire team to get developments & changes done in CRM system.
  • Preparing several MIS on daily & monthly basis like pending calls report, overdue outstanding report, Day Sales Outstanding report, PTCI report etc.
  • Coordinating with IT for few developments and improvements for the department and completing the testing for the same (auto reversal of debit request, development of BI report, RTGS for refund process etc).
  • Heading various activities related to uploading of payment file, reconciliation of payment & bank statement, installation / removal of payment collection drop boxes.
  • Developing several credit arrangement reports, pending complaints reports.
  • Performing debtor reconciliation.
  • Monitoring cheque processing activities related to payments received from the consumers.

Jr. Officer / Officer

The Tata Power Company Ltd.
Mumbai
05.2008 - 06.2016
  • Handled Customer complaints thru walk- ins , telephone & IEX based system.
  • Handled a team of 5 team members.
  • Processing consumers request for change of name / tariff category, load reduction, address correction, spelling correction, other through SAP.
  • Revisited the name change process and initiated a new process considering all the legal implications with help of legal team. The process was rewarded the highest rating by the business process team.
  • Improvements made in name change process to reduce the rejections of documents received from the consumer.
  • Conducted trainings for customer care executives.
  • Was a part of the project (Saarthi implementation) For SAP reimplementation & CRM Process development.
  • Merit of taking various initiatives like Identifying major reasons for increase in complaints to reduce customer complaints by analysing & taking actions for the root cause of the complaints.
  • Played a key role in resolving client issues by taking initiatives such as visiting Customer Relation Centre (CRC) & sharing process with CRC team and Cashiers.
  • Improved the process of the company by revisiting the Change of name process & Benchmarking of documentation for the same & developing a Portal with coordinating with IT for the same.
  • Bagged the recognition for excellent contribution award for: Revisiting the name change Process.
  • Benchmarking of the documentation for Change of name Process & developing portal for the same.
  • Reducing of Customer complaints index & streamlining / enhancing of MIS reporting.
  • Bagged the going beyond award for taking up additional responsibilities and handling work of a colleague during the colleague's long leave.
  • Bagged the customer service excellence award for quick resolution of consumer queries & received appreciations from delighted consumers.

Officer

Convergys Services India Pvt. Ltd.
01.2007 - 04.2008
  • Handled customer complaints related to technical problems faced by customer for dialup connection.
  • Handled Customers billing queries.
  • Activating & deactivating Customers Dial up account.
  • Helped Customer to setup the Dialup connection.
  • Retaining the consumers with help of value added services & change in Plan.

Education

PGDBA - Customer Relationship Management

Symbiosis Center for Distance Learning
Pune
01.2013

B.Com. - Accounts

Mumbai University
Mumbai
01.2006

Skills

  • Client servicing and support
  • Escalation management
  • Process improvement
  • Management information systems reporting
  • Liaison and coordination
  • Team leadership
  • Effective communication
  • Innovative thinking
  • Collaborative teamwork
  • Intuitive problem-solving
  • Windows operating system proficiency
  • Microsoft Office expertise
  • SAP software knowledge
  • Customer relationship management

Personal Information

Date of Birth: 04/19/85

Location Preference

Mumbai

Languages

Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Accomplishments

📷 Merit of taking various initiatives like Identifying major reasons for increase in complaints to reduce customer complaints by analyzing & taking actions for the root cause of the complaints.

Played a key role in resolving client issues by taking initiatives such as visiting Customer Relation Centre (CRC) & sharing process with CRC team and Cashiers.

Improved the process of the company by revisiting the Change of name process & Benchmarking of documentation for the same & developing a Portal with coordinating with IT for the same.

Bagged the recognition for excellent contribution award for:

· Revisiting the name change Process.

· Benchmarking of the documentation for Change of name Process & developing portal for the same.

· Reducing of Customer complaints index & streamlining & enhancing of MIS reporting.

Bagged the going beyond award for taking up additional responsibilities and handling work of a colleague during the colleague's long leave.

Bagged the customer service excellence award for quick resolution of consumer queries & received appreciations from delighted consumers.

References

References available upon request.

Timeline

Lead Associate

The Tata Power Company Ltd.
06.2016 - 07.2024

Jr. Officer / Officer

The Tata Power Company Ltd.
05.2008 - 06.2016

Officer

Convergys Services India Pvt. Ltd.
01.2007 - 04.2008

PGDBA - Customer Relationship Management

Symbiosis Center for Distance Learning

B.Com. - Accounts

Mumbai University

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Sharon Joseph