Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Work Availability
Interests
Timeline
Generic

Sneha Nair

Pune

Summary

Employee has overall of 14+ years of experience out of which 8 + years with Infosys in Customer service and Operations and 5+ years in PMO. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

PMO Analyst

Infosys BPM
PUNE
02.2019 - Current
  • The employee has good work experience as a PMO Analyst for 5+ years working for different applications like ALCON, which is related to Allocation and Confirmation; TMS, which is used to block the talents who are on bench; hiring Subcons through the ECMS application; and getting in touch with Talent Acquisition to help us in hiring.
  • The employee was an ODC anchor.
  • Worked in the Novartis account from February 19th until July 30th and have dealt with TPD (Talent Development), ALCON, and TMS.
  • Worked in the Roche account from August 7, 2019, to the present. Dealt with allocation and attended TPD calls, as well as subcontractor onboarding in Roche. I am an ODC anchor and handled space allocations, keeping an update on the DL list of the account.

Customer Support Specialist

Infosys BPM
PUNE
06.2011 - 01.2019
  • She has worked as Customer Support for the UK-based company Openreach, which is related to networking, and the US-based company Allstate, which is related to billing and insurance.
  • She has also groomed a lot of new joiners who had joined BT Openreach and acted as the team lead.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.

Customer Service Representative

EXL
PUNE
05.2010 - 05.2011
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Education

B.A - English

Skills

  • Project Planning
  • MS Excel

Accomplishments

  • Have received Infosys Star Award Thrice in my 13+ years of career.
  • Have received appreciation email with cash award from my leads from my PMO project
  • Have received appreciation certificate from client for Customer satisfaction call.

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2
Malayalam
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1

Certification

  • Have done PMP Certification course
  • In process of completing Gen AI in Project and Quality Management Course

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Travelling around when given chance

Timeline

PMO Analyst

Infosys BPM
02.2019 - Current

Customer Support Specialist

Infosys BPM
06.2011 - 01.2019

Customer Service Representative

EXL
05.2010 - 05.2011

B.A - English

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Sneha Nair