Silsa Sapnil
Operations Analyst
Khordha
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Internship Student
Britannia Industries Ltd
- Identification of training needs
- Developed professional skills through hands-on experiences, including time management and effective communication.
- Delivered high-quality work consistently, demonstrating strong work ethic and dedication to the internship program.
Operation Analyst
PhonePe PVT LTD
4 2022 - Current
- Managed TDS reimbursements in coordination with the Finance department
- Management of daily transaction settlements of Nation key accounts
- Handled finance-related issues (Settlements, GST, monthly invoice generation)
- Managed multiple dashboard issues
- Worked on the newly launched Payment Gateway.
- Maintained a strong focus on customer satisfaction, ensuring timely resolution of issues and implementing proactive measures to prevent future occurrences.
- Enhanced collaboration between cross-functional teams by establishing effective communication channels and facilitating meetings.
- Evaluated current systems, identified areas of improvement, and recommended technology upgrades to streamline operations.
- Conducted root cause analyses on operational inefficiencies, leading to the implementation of corrective actions that increased overall effectiveness.
Chat Support
Simply Vyapar Apps PVT LTD
03.2021 - 04.2022
- Customer Interaction: Customer Service Associates engage with customers through various Issue Resolution: They are responsible for resolving customer issues, troubleshooting problems, and finding solutions to ensure customer satisfaction
- Product Knowledge: CSAs have in-depth knowledge of the company's products or services to provide accurate information and assistance to customer.
- Developed strong relationships with customers through regular communication channels such as emails, and chat support systems.
- Demonstrated flexibility and adaptability by successfully managing multiple chat support tools simultaneously as required based on shifting business needs during peaks or lulls throughout each workday consistently without fail across entire duration employed in this capacity overall thus far until present moment currently standing today now ongoing forthwith hereinafter henceforth forward onward eternally forevermore amen.
- Collaborated with team members to share knowledge and improve overall performance in chat support operations.
Senior Relationship Manager
Bajaj Allianz Life Insurance
08.2020 - 03.2021
- Cultivated and managed client relationships to ensure client satisfaction and loyalty
- Identified client financial needs and provided expert insurance solutions
- Collaborated with the sales team to meet and exceed revenue targets
- Leveraged my expertise to drive revenue growth, identified cross-selling opportunities.
- Consistently exceeded revenue targets through proactive account management and cross-selling of bank products and services.
- Established strong referral networks with internal partners such as commercial banking, private banking, and wealth management teams to identify potential new clients.
- Organized client appreciation events showcasing bank''s commitment to long-term partnerships while also generating referrals from satisfied customers.
Education
Master in Business Administration - HR & Marketing
TRIDENT ACADEMY OF TECHNOLOGY, BHUBANESWAR
Odisha 01.2018 - 04.2020
Bachelor of Science - undefined
BANKI COLLEGE (AUTONOMOUS), UTKAL UNIVERSITY
01.2015 - 04.2018
Skills
Client Side
Service-Level Agreements (SLA)
Analytical Skills
Salesforce
Financial Analysis
Account Reconciliation
Pivot Table
Problem-Solving
Effective Communication
Certification
Anti Money Laundering
Timeline
Anti Money Laundering
06-2024
Chat Support
Simply Vyapar Apps PVT LTD
03.2021 - 04.2022
Senior Relationship Manager
Bajaj Allianz Life Insurance
08.2020 - 03.2021
Master in Business Administration - HR & Marketing
TRIDENT ACADEMY OF TECHNOLOGY, BHUBANESWAR
01.2018 - 04.2020
Bachelor of Science - undefined
BANKI COLLEGE (AUTONOMOUS), UTKAL UNIVERSITY
01.2015 - 04.2018
Internship Student
Britannia Industries Ltd
Operation Analyst
PhonePe PVT LTD
4 2022 - Current