Upasana Nayak
New Delhi
Summary
Confident in taking up challenging assignments with a reputed organization to utilize acquired skills in accomplishing organizational growth objectives. Hardworking employee with multitasking and time management abilities. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Senior Process Associate
Sunlife Global Solutions Limited
Gurugram
01.2018 - Current
- Managed the development of operational policies, procedures, and standards for customer service operations.
- Monitored team performance and provided coaching when needed.
- Assisted in the onboarding of new employees by providing training materials and guidance.
- Resolved escalated issues from customers in a timely manner while ensuring satisfaction with solutions provided.
- Evaluated existing processes and systems used within the organization and recommended changes as necessary.
- Implemented quality assurance measures to ensure accuracy of information collected from customers.
- Developed training materials for new staff members joining the team.
- Actively participated in brainstorming sessions aimed at improving overall effectiveness of customer service operations.
- Consistently achieved all deadlines, including those requiring month-end reporting.
- Communicated with management, line workers, engineering and customers to understand process improvement areas and collaborate for solutions.
- Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.
- Maintained positive working relationship with fellow staff and management.
- Adept at maintaining the process SLA and KPIs by optimizing resource utilization in coordination with the floor manager.
- Possess exceptional communication skills and an analytical mindset to cater to business and
operational exigencies
Customer Service Representative
HCL
Noida
06.2017 - 01.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
BBA - General
Jagannath Institute of Management Sciences
New Delhi India01-2017
MBA - General
Amity University
Noida IndiaSkills
- Staff mentoring and coaching
- Verbal and written communication
- Self Motivation
- Interpersonal Communication
- Active Listening
- Time management abilities
- Problem-solving abilities
- Idea Development and Brainstorming
- Teamwork and Collaboration
- Multitasking
- Professionalism
- Continuous Improvement
- Quick Learner
Affiliations
Hosted Townhall and Activities
Accomplishments
- One of the few newly hired employees chosen to be trained on New Business work type, the
most critical & revenue generating work type of “Sponsored Market New Business” team. - Acquired knowledge of the Individual PHI process within a year based on training across all
the products. - Selected as a member of the pilot batch for newly transitions products such – SLF
Go/Express CI in Sponsored Market new business team and all new process that has been
transferred to Individual PHI team from Onshore. - Bagged multiple appreciations from onshore partners for exceeding the expectations and
contributing towards the success of the team. - Awarded with GEM/Achiever’s award multiple times for consistently rendering superior
quality service. - Proactive in submitting and implementing any new idea leading to the savings of CAD$2100
for the Sponsored market new business team. - Went extra mile in helping the onshore team with one of their work types “OMA PAD
Changes” while managing individual KPI.
KEY RESPONSIBILITIES
- Focus on the maintenance of SLAs and KPIs for the Individual PHI portfolio since Mar 2021
post association with the Sponsored Market New Business portfolio till Feb 2021. - Assess and align the new application form to the qualification parameters. Follow up with
the clients, call centre team and advisors for collating the missing information for processing. - Update details of approved applications in CSW/OASIS/TABS and send welcome package to
the Mail Services team. - Follow up with external vendors such as Dynacare, Underwriting Team or Advisors to ensure timely receipt of all the medical requirements of clients.
- Assess and update daily volumes to the FLM for realigning resources to optimize resource
utilization based on the projected business volume. - Render floor support to new hires and share best practices to set them up for success in
future.
Timeline
Senior Process Associate
Sunlife Global Solutions Limited
01.2018 - Current
Customer Service Representative
HCL
06.2017 - 01.2018
BBA - General
Jagannath Institute of Management Sciences
MBA - General
Amity University
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