Summary
Overview
Work History
Education
Skills
COMMUNICATION
LEADERSHIP
Timeline
Generic

TEENA SANTANI

Pune

Summary

To join a company that will use my skills to the fullest because it is in such a capacity that I can deliver most value. To accept challenging offers that utilize my abilities to the optimum, to improve myself and develop new skills, work in a team and create a good working environment and grow personally and professionally along with organization.

Overview

16
16
years of professional experience
1
1
Language

Work History

Team Manager

Capita India Pvt Ltd
11.2016 - Current
  • TM (Retail): Taking call of customer related to placing orders over the phone, accepting payments and posting it to the respective customers account.
  • Back Office (Retail): processing online orders, replying to the customer queries via email, tracking orders online with the courier service provider, processing refund and solving payment disputes, etc.
  • Campaign Analyst (Retail): Executing campaigns which involves sending Bulk Text messages/ Emails to end users (customers) of their delivery or order status. Also the profile included running VB base macros and executing queries on mainframe. Also I used to share the monthly performance with the team and conduct one on one’s.

Customer Service Management

Capita India Pvt Ltd
04.2011 - 10.2016
  • Resolving issues and solving queries related to customers enquiries based on their appointment date and time. Send text messages and emails to the end users confirming their appointment schedule and query status. Also my job was to look after the team, make reports, make roster, send weekly and monthly performance data to the management. Conduct one on one’s, share feedback etc as I was working as a development supervisor.

Operations (Auto Finance)

Wipro
04.2009 - 04.2011
  • Frontline Ticket confirmation of the clients based on their requirements and ensuring 100% customer satisfaction.
  • Mentoring (Training Assistant): Assisting training team with mentoring new batches joining the process by resolving their queries and getting them familiar with the day to day usual queries.
  • Training Associate (Training Team): Liaise with the recruitment team to ensure joining formalities are completed for the new joiners. Facilitating process training for the new batches, getting them familiar with the system and applications to be used regularly and ensuring certification with 100% certification rate. Assisting with the process certification and graduation.

Education

SSC - Amravati

Maharashtra Board

H.S.C - Amravati

Maharashtra Board

BCOM - undefined

Pune University

Skills

Microsoft Office (MS Excel, Word, PowerPoint, Outlook, etc…) JAVA & HTML based applications, Mainframe and basic of Visual Basic (Macro)

Performance coaching

Customer focus

Influencing skills

Operational excellence

Stakeholder management

Employee engagement

Team leadership

Adaptability and flexibility

Team building

Analytical thinking

Performance tracking and evaluation

Team development

COMMUNICATION

Presented process related detailed information to overseas clients and helped them understand the process which in turn helped with new process transitioning and getting additional FTE work.

LEADERSHIP

Handled team in the absence of my Team Manager and was the single point of contact for the stake holders. Prepared workflow and weekly/monthly Rota for Senior Manager approval.

Timeline

Team Manager

Capita India Pvt Ltd
11.2016 - Current

Customer Service Management

Capita India Pvt Ltd
04.2011 - 10.2016

Operations (Auto Finance)

Wipro
04.2009 - 04.2011

H.S.C - Amravati

Maharashtra Board

BCOM - undefined

Pune University

SSC - Amravati

Maharashtra Board

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TEENA SANTANI