Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Surbhi Arora

Ghaziabad

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Lead Assistant Manager

EXL Services
Noida
01.2023 - Current
  • Monitored employee performance to ensure compliance with company policies and procedures.
  • Conducted weekly meetings with staff to discuss progress and address any issues or concerns.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Implemented strategies to improve customer service levels and increase sales revenue.
  • Provided feedback on individual employee performance during quarterly reviews.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

Assistant Manager

EXL Services
Noida
10.2018 - 12.2022
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Communicated regularly with customers to gain insights into their needs.
  • Established processes for monitoring customer satisfaction levels.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Delegated work to staff, setting priorities and goals.
  • Assigned work and monitored performance of project personnel.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Business Analyst

EXL Services
Noida
07.2016 - 09.2018
  • Evaluated business processes for improvement opportunities through automation or streamlining.
  • Translated user needs into actionable items that could be addressed by IT teams.
  • Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
  • Delivered timely support by tracking issues and communicating resolutions to end users.
  • Provided technical support for existing reports, dashboards or other tools.
  • Managed timely flow of business intelligence information to users.

Reporting Analyst

EXL Services
Noida
05.2014 - 06.2016
  • Created weekly and monthly reports to track progress of business goals.
  • Implemented automated solutions for generating timely reports with accurate results.
  • Documented processes related to report generation and maintenance procedures.
  • Prepared graphs, spreadsheets and reports for presentations.
  • Established reporting criteria and standards to effectively maintain data integrity.
  • Drafted and formatted reports in alignment with data quality requirements.

Education

Master of Arts - Mathematics

MMH College
CCS University
07-2019

Bachelor of Science - Mathematics

Mata Sundri College
Delhi University
05-2013

Intermediate -

Shri Thakurdwara Balika Vidyalaya
CBSE
05-2010

High School -

ThakuThakurdwaraaSundriVidyaBalikari ThakurdwarVidyalayaVidyalaya
CBSE
05-2008

Skills

  • Effective Leadership
  • Customer Engagement
  • Team Management
  • Employee Scheduling
  • Compliance understanding
  • Orientating and training
  • Employee performance evaluation
  • Customer Relations
  • Team motivation

Accomplishments

  • Awarded The Stellar Performance Award for the extraordinary performance.

Languages

Hindi
First Language
English
Proficient (C2)
C2

Certification

  • Associate Cloud Engineer, Credential ID: 86394053, Issue Date: 6 Nov 2023

Timeline

Lead Assistant Manager

EXL Services
01.2023 - Current

Assistant Manager

EXL Services
10.2018 - 12.2022

Business Analyst

EXL Services
07.2016 - 09.2018

Reporting Analyst

EXL Services
05.2014 - 06.2016

Master of Arts - Mathematics

MMH College

Bachelor of Science - Mathematics

Mata Sundri College

Intermediate -

Shri Thakurdwara Balika Vidyalaya

High School -

ThakuThakurdwaraaSundriVidyaBalikari ThakurdwarVidyalayaVidyalaya

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Surbhi Arora