Summary
Overview
Work History
Education
Skills
Accomplishments
Parents
Technical Credentials
Professional Exposure
Marital Status
Personal Information
Timeline
Hi, I’m

SONALI ASWAL

Haridwar
SONALI ASWAL

Summary

I aspire to secure a challenging role in an organization which lets me utilize and enhance my skills and provides me an opportunity for Personal and Professional growth. I am also eager to learn new technology and to contribute my fullest for the growth of the Organization.

I possess an extensive experience of 6 years and 7 months in the E-commerce marketplace, equipped with skills in data reporting. My track record showcases a result-oriented and team-oriented approach, with a proven ability to build robust teams. I am highly adaptable and possess the ability to quickly learn new information, which allows me to drive business processes, increase client engagement, and establish trust. I am eager to leverage my skills and contribute to the business process development needs of our organization.

Overview

6
years of professional experience
2
Languages

Work History

Accenture Solutions Pvt. Ltd.

Trust & Safety Analyst
09.2022 - Current

Job overview

  • Ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met on a daily basis is an essential aspect of managing performance
  • Consistently conduct a team engagement activity on a weekly basis
  • Ensure effective communication with the team by setting clear expectations on goals, targets, and objectives
  • Identify recommend & implement process improvements
  • Managing daily huddles, weekly wrap up and monthly meetings with the team
  • Communicate relevant information on timely basis to agents & Team leads & escalate issues or complex delivery items when required
  • Working as SME
  • Conduct a thorough analysis of the current process to identify potential areas of improvement and communicate any findings to delivery lead
  • Ensure effective communication and collaboration with other teams, delivery leads, and client teams
  • Ensure to provide constructive feedback to the team regarding their performance and be open to receiving improvement suggestions from the team members
  • Keep track of attendance, holidays and sick leaves
  • Support with the onboarding of new joiners
  • Mentoring new & junior agents on best practices.

Accenture Solutions Pvt. Ltd.

Trust & Safety Associate
06.2021 - 08.2023

Job overview

  • Manage day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management to offer creative solutions.
  • Prepared multiple reports related to accuracy standard of workers & feedback for the same.
  • Prepared RCA for maintaining the First Pass score.
  • Daily client interactions for meeting the target and other accuracy benchmarks.
  • Created the WBR/MBR deck for the Weekly/Monthly Client Ops Call.
  • Keep a track of the Attendance & Shrinkage for the entire process.
  • Ensure that knowledge and experience are shared with colleagues, aiding on referred/technical/excel issues.
  • Working as SME.
  • Daily work assignment for other agents.
  • Making client output files for uploading on their tool.
  • Taking doubt clarification call for agents.
  • Published Volume & Cost Dashboard.

Pyramid IT Consulting Pvt Ltd

Contractor
06.2019 - 01.2020

Job overview

  • Analysis of transaction for US/UK/CA/IN/MX/EG/BE/BR/IT/FR/ES/DE/NL/SE/JP Markets
  • Consistently achieved /exceed weekly productivity and quality.

A2Z Group

Help Desk Executive
05.2018 - 05.2019

Job overview

  • Maintain executive appointment schedule by planning and scheduling meetings conferences teleconferences and travel
  • Conserve executive time by reading researching and routing correspondence and email drafting letters and documents collecting and analyzing information
  • Provide historical reference by developing and retrieval systems and recording meeting discussions
  • Update company department and management team’s systems
  • Welcomed guests and customers by greeting them in person or on the telephone, answered and directed inquiries
  • Built customer confidence and protected operations by keeping information confidential
  • Contributed to team effort by accomplishing assigned work as requested and on schedule
  • Fielded general inquiries and transmitted to the appropriate person
  • Maintained reception area conference rooms, meeting rooms, discussion rooms as well
  • Create daily and weekly cash reports for accounting management
  • Supervise invoice processing purchase orders expense reports credit memos and payment transactions
  • Good knowledge Of FMS (Facility Management System).

Ballistic Learning Pvt. Ltd.

Trainee
03.2018 - 05.2018

Job overview

  • Moodle is a learning platform designed to provide educators, administrators and learners with a single robust, secure and integrated system to create personalized learning environments
  • Key Learning: Building web-based courses for the user
  • Creating online courses using Moodle cloud and another Moodle platform
  • Learnt working in different platform and testing of product
  • Understanding user requirement and designing product accordingly.

Education

Subharti university, Meerut

Master of Business Administration

University Overview

Duration: 2019-2021

Omkarananda Institute of Management and Technology, Rishikesh

Bachelor of Computer Application

University Overview

  • Duration: 2013-2016
  • Distinctions: True

XII (Senior Secondary)

University Overview

  • Duration: 2013
  • Board: Private Candidates, C.B.S.E Board

Bal Bharti Sr. Sec. School, C.B.S.E Board

X (Secondary)

University Overview

Duration: 2009

Skills

    Learning ability; Quick Learner

Effective organizational & time management skills

Critical & creative thinking

Decision making skills

Team Leading

Attention to detail

Accomplishments

Accomplishments
  • Won A Team Award in 2021,2023.
  • Won Star of Business Award in 2021,2022 &2023.
  • Won Star performer.
  • Received Platinum Award in Top Talent Program in 2023.

Parents

Parents
  • Mr. Vikram Singh Aswal
  • Mrs. Nirmala Aswal

Technical Credentials

Technical Credentials
Windows-XP/7/8/10, MS-Office including Excel, word, Power Point, Automation of report using Pivot Table, Data Validation, charts, Pareto.

Professional Exposure

Professional Exposure
  • Accenture Solutions Pvt. Ltd., Trust & Safety Analyst, 09/2022 to Present, Ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are met on a daily basis is an essential aspect of managing performance., Consistently conduct a team engagement activity on a weekly basis., Ensure effective communication with the team by setting clear expectations on goals, targets, and objectives., Identify recommend & implement process improvements., Managing daily huddles, weekly wrap up and monthly meetings with the team., Communicate relevant information on timely basis to agents & Team leads & escalate issues or complex delivery items when required., Working as SME., Conduct a thorough analysis of the current process to identify potential areas of improvement and communicate any findings to delivery lead., Ensure effective communication and collaboration with other teams, delivery leads, and client teams., Ensure to provide constructive feedback to the team regarding their performance and be open to receiving improvement suggestions from the team members., Keep track of attendance, holidays and sick leaves., Support with the onboarding of new joiners., Mentoring new & junior agents on best practices.
  • Accenture Solutions Pvt. Ltd., Trust & Safety Associate, 06/2021 to 08/2023, Manage day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management to offer creative solutions.
  • Pyramid IT Consulting Pvt Ltd, Contractor, 06/2019 to 01/2020, Analysis of transaction for US/UK/CA/IN/MX/EG/BE/BR/IT/FR/ES/DE/NL/SE/JP Markets. Consistently achieved /exceed weekly productivity and quality.
  • A2Z Group, Help Desk Executive, 05/2018 to 05/2019, Maintain executive appointment schedule by planning and scheduling meetings conferences teleconferences and travel. Conserve executive time by reading researching and routing correspondence and email drafting letters and documents collecting and analyzing information. Provide historical reference by developing and retrieval systems and recording meeting discussions. Update company department and management team’s systems. Welcomed guests and customers by greeting them in person or on the telephone, answered and directed inquiries. Built customer confidence and protected operations by keeping information confidential. Contributed to team effort by accomplishing assigned work as requested and on schedule. Fielded general inquiries and transmitted to the appropriate person. Maintained reception area conference rooms, meeting rooms, discussion rooms as well. Create daily and weekly cash reports for accounting management. Supervise invoice processing purchase orders expense reports credit memos and payment transactions. Good knowledge Of FMS (Facility Management System).
  • Ballistic Learning Pvt. Ltd., Trainee, 03/2018 to 05/2018, Moodle is a learning platform designed to provide educators, administrators and learners with a single robust, secure and integrated system to create personalized learning environments. Key Learning: Building web-based courses for the user. Creating online courses using Moodle cloud and another Moodle platform. Learnt working in different platform and testing of product. Understanding user requirement and designing product accordingly.

Marital Status

Marital Status
Single

Personal Information

Personal Information
  • Date of Birth: 06/09/94
  • Gender: Female
  • Nationality: INDIAN

Timeline

Trust & Safety Analyst
Accenture Solutions Pvt. Ltd.
09.2022 - Current
Trust & Safety Associate
Accenture Solutions Pvt. Ltd.
06.2021 - 08.2023
Contractor
Pyramid IT Consulting Pvt Ltd
06.2019 - 01.2020
Help Desk Executive
A2Z Group
05.2018 - 05.2019
Trainee
Ballistic Learning Pvt. Ltd.
03.2018 - 05.2018
Subharti university, Meerut
Master of Business Administration
Omkarananda Institute of Management and Technology, Rishikesh
Bachelor of Computer Application
XII (Senior Secondary)
04.2013
Bal Bharti Sr. Sec. School, C.B.S.E Board
X (Secondary)
04.2009
SONALI ASWAL