Vaishali Dagha

Advanced to the position of Risk Assessor/Analyst.

Achievements/Tasks

• Identified risks, wrote down all the threats, and learned from other stakeholders (QA, Operations, Learning and Development team).
• Performed assessments of the sales conducted through regular audits to ensure compliance was maintained.
• As a part of mitigation, implemented process change, training and awareness, risk audits, do's and don'ts, and find new reports for better visibility to reduce the impact of each risk.
• Shared audit references with relevant stakeholders, provided recommended actions, and followed up with current actions as part of monitoring (Critical Feedback, Coaching, Issue NNB's).
• As a part of reporting, I communicated the effectiveness of the action item to stakeholders to keep the engagement up and follow up on the result variance in the mitigation plan.
• Regularly conducted device or application assessments to ensure no deviations or loopholes were found for data leakage.
• Maintained a repository of the data on various platforms, like FMEA, ORM, and High Exposure File.
• These files are maintained in Excel, but there are plans to migrate to Power BI, indicating a transition is underway.

Advanced to senior expert position in Digital Case Management team after a year as agent, resolving customer escalations related to service problems

Achievements/Tasks

• Developed and maintained customer relationships through effective communication and problem solving skills.
• Documented all activities related to technical support including resolutions and updates.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Managed escalated support tickets ensuring timely resolution and customer satisfaction.

I worked at Optus Pty Limited, an Australian telecom company, providing technical support to customers across Australia. Helped troubleshoot issues and guide users to effective solutions during my one-year stint in the role.

Achievements/Tasks

• Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts. Also, Assisted customers in troubleshooting and resolving product-related inquiries.
• Provided technical support for software and hardware issues to diverse clients.
• Documented support interactions using the company-specific ticketing system (Jarvis) for tracking purposes.
• Collaborated with team members to enhance customer service strategies and processes.
• Educated customers on product features and functionalities to improve user experience.
• Conducted follow-up communications to ensure resolution of technical issues reported by users.
• Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.

I worked on generating revenue by the acquisition of clients. As a business development executive, the primary role was to increase sales leads, and to find and retain new clients to increase revenue and business growth.

Achievements/Tasks

• Developed and implemented strategies to increase customer base and revenue growth.
• Listened to customer needs to identify and recommend best products and services.
• Presented product demonstrations to potential customers, showcasing unique features and benefits.
• Maintained a database of contacts from prospective clients for future follow-ups.

Working on Comprehensive Background and Identity Services to complete background verifications.

Achievements/Tasks

• Managed background screening processes for clients in various industries.
• Analyzed candidate data to ensure accurate reporting and decision-making.
• Trained new staff on operational procedures and best practices.
• Implemented process improvements to increase efficiency.
• Maintained positive working relationship with fellow staff and management.

Conducting background verification of records and references.

Achievements/Tasks

• Reviewed and verified applicant information for accuracy and completeness.
• Maintained detailed records of candidate submissions.

I worked as a Research Intern as part of the 'Visiting Students Research Programme (VSRP)' in the Department of High Energy Physics (DHEP).

Achievements/Tasks

• Worked on setting up the apparatus to learn about the Michelson and Morley experiment.
• Assisted researchers in experimental design and data collection processes.