Swarna Cecil
New Delhi
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Results-oriented with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Technical Process Specialist
Infosys
Gurugram
06.2023 - Current
- Responsible to manage KPIs like AHT, NPS (Net Promoter Score), Outbound calls, Transfer, and lead daily activities to meet Service Level Agreements (SLAs).
- Providing end-to-end assistance to customers and resolving technical queries (internet and phone services).
- Adapted communication style to effectively convey technical information to a non-technical audience.
- Maintaining quality scores and developing strong working relationships with internal and external partners.
Customer Support Specialist
ABRT Travels Pvt.Ltd
New Delhi
01.2021 - 02.2023
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
- Key Areas: Inbound and outbound calling, Complaint resolution, Quality Assurance. Provided customers with detailed information for ticketing, exchange, and refunds.
Trainee Associate
British Telecom Global Business Services
Gurugram
07.2019 - 10.2020
- Responsible for business billing account resolution.
- Deal with the credit adjustment related to broadband, fixed lines, and cloud services of UK business customers and resolve issues.
- Investigate customer issues and provide resolution through calls and emails by receiving queries through CSS, CMP, and IMP.
- Maintained a database system to track and analyze operational data.
Education
Master of Arts - Public Administration
IGNOU
New Delhi06-2024
Bachelor of Arts - English Literature
Jesus And Mary College
Chanakyapuri, New Delhi07-2019
Skills
- Strong oral and written communication skills
- Problem solving and flexibility
- Leadership skills
- Strategic Thinking
- Quality Assurance
- Task Prioritization
Refrences
Anoop Dubey
Assistant Manager at
Infosys BPM
+91 9111110632, anoop.
dubey@infosys.com
Timeline
Technical Process Specialist
Infosys
06.2023 - Current
Customer Support Specialist
ABRT Travels Pvt.Ltd
01.2021 - 02.2023
Trainee Associate
British Telecom Global Business Services
07.2019 - 10.2020
Master of Arts - Public Administration
IGNOU
Bachelor of Arts - English Literature
Jesus And Mary College
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