Summary
Overview
Work History
Education
Skills
Toolsusage
Personal Information
Skillsandqualities
Disclaimer
Timeline
CustomerServiceRepresentative
Sona

Sona

Malkajgiri

Summary

Dedicated professional with 4.5 years of experience in business operations and team management. Seeking a position where I can leverage my skills in project coordination and process improvement to drive efficiency and contribute to strategic business growth and can be good fit for business development.

Overview

5
5
years of professional experience

Work History

Senior Chat Support Representative and FinCrime Analyst

Found Ever
04.2023 - 07.2024
  • Company Overview: World Remit
  • Handle complex and escalated customer inquiries and issues that require a higher level of expertise
  • Provide in-depth solutions and support for challenging or high-value customers
  • Train and mentor junior chat support representatives, providing guidance on best practices and effective communication techniques
  • Assist in onboarding new team members and helping them acclimate to the support processes
  • Monitor and evaluate the performance of chat interactions, ensuring that support standards and guidelines are met
  • Provide feedback and coaching to team members to enhance their performance and adherence to company policies
  • Identify opportunities for improving chat support processes and workflows
  • Collaborate with management to develop and implement enhancements to the support system and customer experience
  • Manage and resolve escalated issues that are beyond the scope of junior representatives
  • Act as a point of contact for handling difficult or high-priority customer situations
  • Generate and analyze reports on chat support metrics, such as response times, resolution rates, and customer satisfaction
  • Use data to identify trends, issues, and areas for improvement
  • Contribute to the creation and updating of knowledge base articles, FAQs, and support documentation
  • Ensure that all team members have access to accurate and current information
  • Collect and analyze customer feedback to gauge satisfaction and identify areas for improvement
  • Work with relevant teams to address feedback and enhance the overall customer experience
  • Work closely with other departments, such as product development, marketing, or technical support, to resolve complex issues and provide comprehensive solutions
  • Ensure adherence to company policies, procedures, and compliance regulations during all customer interactions
  • World Remit

Senior Business Process Associate

Tech Mahindra
10.2019 - 12.2022
  • Process Management: Overseeing and managing business processes within the organization to ensure efficiency and effectiveness
  • Analysis and Improvement: Analyzing existing processes, identifying areas for improvement, and implementing changes to enhance productivity and reduce costs
  • Documentation: Documenting processes, procedures, and workflow to maintain consistency and provide reference for team members
  • Team Leadership: Providing guidance and leadership to junior associates, ensuring they understand their roles and responsibilities within the process
  • Quality Assurance: Monitoring process performance metrics to ensure quality standards are met or exceeded
  • Collaboration: Collaborating with cross-functional teams to streamline processes and achieve organizational goals
  • Training and Development: Conducting training sessions for new hires and ongoing development programs for existing team members to enhance skills and knowledge
  • Reporting: Generating reports and presenting findings to management to facilitate decision-making and strategic planning
  • Compliance: Ensuring compliance with company policies, procedures, and regulatory requirements related to business processes
  • Continuous Improvement: Engaging in continuous process improvement initiatives, such as Lean or Six Sigma, to drive operational excellence
  • Problem Solving: Addressing issues and resolving problems that arise during the execution of processes
  • Customer Focus: Ensuring processes are designed and executed with a focus on improving customer satisfaction and experience

Education

BCOM - undefined

R.B.V.R.R College
Hyderabad

Intermediate - CEC

St. Ann's junior college for girls
Malkajgiri

SSC - undefined

ST Ann's Grammar High School
Malkajgiri

Skills

Advanced Communication Skills

Toolsusage

  • Sales Force Prod
  • AWS (Amazon Web Services)
  • Zepz World Remit
  • Zendesk
  • MS-OFFICE (MS-Word, MS-Excel, MS-PowerPoint)
  • Outlook
  • Skipping tool
  • OPEN-UI
  • SQL Server
  • SIEBEL 2009
  • Cisco Telephony
  • Avaya call management
  • Good knowledge on VPN (Virtual Private Network)

Personal Information

  • Date of Birth: 04/23/97
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Single

Skillsandqualities

  • Advanced Communication Skills
  • Problem-Solving Skills
  • Leadership Abilities
  • Analytical Skills
  • Customer-Centric Approach
  • Technical Proficiency
  • Attention to Detail

Disclaimer

I hereby declare that the above information is prepared by my own wit.

Timeline

Senior Chat Support Representative and FinCrime Analyst

Found Ever
04.2023 - 07.2024

Senior Business Process Associate

Tech Mahindra
10.2019 - 12.2022

BCOM - undefined

R.B.V.R.R College

Intermediate - CEC

St. Ann's junior college for girls

SSC - undefined

ST Ann's Grammar High School

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