Sulekha Manna
Associate
Delhi
Summary
Dynamic professional with extensive experience at Script Writing, and Customer Service. Proven problem-solver with strong analytical skills, committed to delivering exceptional customer service. Successfully managed client issues, ensuring satisfaction while developing effective communication strategies in Project Management/ Content Management/Client Service Management. Highly organized with a strong attention to detail and the capability to monitor and maintain schedules closely. Motivated, driven to succeed, and able to work alone or as part of a group
Overview
7
7
years of professional experience
3
3
Languages
Work History
Associate
Wipro
Gurgaon
12.2023 - Current
- Skilled in integrating information technology into businesses and showing clients how to use IT more effectively to help reach objectives and target.
- Actively played the role as a Content Writer/Moderator specifically in English/Hindi and Bengali language in Wipro.
- Rich experience in visualizing and documenting a solution with proven skills in conceptualizing / structuring solutions as per the requirement.
- Created a long-term vision for building a customer-centric service and support experience through multiple touch points.
- Expertise in taking ownership of customers issues and following problems through to resolution on the Client’s Portal.
- Skilled in ensuring clients receive exceptional service while achieving the business's goals.
- Developing process on business continuity plan for critical and disturb sites that involve workstation, server encryption, data security & restoration and personal & document security.
- Conducting advance planning for resource mobilization, manpower deployment; ensuring the execution of projects within time.
- Actively participating in executing daily activities in co-ordination with the Client and Internal team in order to ensure client satisfaction.
- Developing and managing Customer ID’s with the help of Client’s Telecom Network.
- Updating Customer IDs and Communication scripts on Client’s Portal.
- Managed and audit all the task given to my team by our client.
- o Write scripts according to client need and customer requirement.
- Updating Commissions of the retailers on Client’s Portal.
- Checking Planner on daily basis.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Associate
Startek Solution
New Delhi
10.2021 - 08.2023
- Listened to customer needs and desires to identify and recommend optimal products.
- Handling Chat Support and ensuring to resolve the customer orders. Managed approximately 80 Chats and Emails from customers.
- Handling various type of customers, particularly those who are frustrated.
- Focus on only transforming their challenges into delightful experience.
- Ensuring each interaction leaves a positive impact and fosters customer satisfaction.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Enhanced brand visibility, orchestrating participation in industry events and conferences.
Claim Associate
Cognizant
Chennai
11.2017 - 10.2018
- Managed End to End Process in Claims adjudication.
- Claims and Invoice Processing executive and dedicated process for on of the premium client.
- Handled High Dollar, DME, Medical Policy, duplicate, COB, novel born claims with 100% accuracy.
- Streamlined the claims process for faster resolution, utilizing strong organizational skills and attention to detail.
- Reduced fraudulent claims through thorough investigations and strict adherence to company policies.
- Established rapport with clients through empathetic communication skills while managing sensitive information during claim evaluation processes.
- Assisted customers in filing accurate claims, providing clear instructions on requirements and documentation needed for successful submissions.
Education
Bachelor of Arts - English Honors
Santipur College
Santipur 04.2001 -
Skills
MS office : MS Excel, MS Word and MS Powerpoint
Computer skills
Problem-solving abilities
Time management
Analytical Thinking
Effective Communication
Multitasker
Problem Solving
Team-oriented
Positive Leadership Attitude
Timeline
Associate
Wipro
12.2023 - Current
Associate
Startek Solution
10.2021 - 08.2023
Claim Associate
Cognizant
11.2017 - 10.2018
Bachelor of Arts - English Honors
Santipur College
04.2001 -
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