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
HyderabadIntermediate - CEC
St. Ann's junior college for girls
MalkajgiriSSC - undefined
ST Ann's Grammar High School
MalkajgiriSkills
Advanced Communication Skills
Problem-Solving Skills
Leadership Abilities
Analytical Skills
Customer-Centric Approach
Technical Proficiency
Attention to Detail
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