Youraj Thanmathi
Pune
Summary
Dynamic and results-oriented professional with extensive experience in customer service and process improvement, notably at ADP India. Excelled in team collaboration, technical proficiency, and implementing strategic solutions that enhanced productivity by over 30%. Skilled in report preparation and interpersonal communication, consistently delivering outstanding support and fostering positive relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Analyst
ADP India
Pune
03.2022 - Current
- I am responsible for providing support to candidates who have questions about their job applications. I also provide technical support to candidates who are having problems with their accounts, and I answer day-to-day calls and emails from candidates for multiple clients we handle. I was part of the interviewing team for multiple clients and worked efficiently to meet the benchmark set by the business partners.
- Collaborated with internal and external audits, checked daily client task data, and reported on a timely basis. Worked on SASS, Work Force Now, GenCloud, Citrix, and client-specific applications.
- I was part of the implementation where process improvement ideas were shared and implemented in the BAU. Interaction with U.S. clients regarding any type of changes in relation to process improvements was shared and executed.
- Prepared daily reports and uploaded them to the clients' specific application on a timely basis. Eye-to-eye detail in reporting and making presentations. I prepared process-related SOPs for training guidance and process improvement with the changes and updates. Coordinated with internal teams to ensure timely and successful delivery of solutions according to clients' needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support. Developed and maintained a positive relationship with the customer through effective communication.
- Created detailed reports regarding team activities and performance metrics. Mentored junior team members and managed employee relationships.
Senior Associate
WNS Global Services
Pune
01.2020 - 03.2022
- My role was to check insurance claims from start to finish, and if any documents or payments were pending, I would allocate those claims to the concerned team right away to process further, as the claims administration team I used to take payments from customers to complete the process.
- I was moved to the Consumer Quality Management team, where my role was to audit onshore consultant claims on a daily basis.
- Along with audits, I used to focus on ad hoc work assigned to me by my manager and clients, such as preparing the consolidated file, preparing the minutes of meeting (MOM), and updating the verification tracker received from onshore for the agents, as well as preparing internal and external calibration reports.
- Focused, self-motivated, enthusiastic, strong interpersonal skills, and a good team player.
Senior Customer Service Executive
Capita India UK based
Pune
08.2017 - 01.2020
- Resolving customers' queries via chat and calls. Keep following up via email with the customer when required.
- Prepared daily chat audit reports, logged in details, and cascaded them to the team and top management to ensure every individual delivers on business targets.
- Daily self-evaluation of chats taken in a day to rate myself through positive/negative surveys to learn and implement new methods to provide upfront resolution with customer satisfaction in mind. Developed strong relationships with the team and top-level management by participating in meetings to provide ideas on developing and improving the process in all aspects.
- Mentored and supported new joiners, and helped improve chat-taking skills. Coaching should be taken whenever necessary to develop extra knowledge in terms of making reports and circulating them to teammates.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
Education
Bachelor of Commerce - Commerce
Symbiosis College of Arts And Commerce
Pune04-2014
Skills
- Report preparation
- Self motivation
- Calm and professional under pressure
- Employee coaching
- Process improvement
- Multitasking and prioritization
- Team building
- Team collaboration
- Inbound call answering
- Data management
- Recordkeeping strengths
- Task prioritization
- Interpersonal communication
- Technical proficiency
- Excellent communication
- Decision-making
- Teamwork
Accomplishments
- Monthly quarterly and yearly performance award at ADP in voice role (ADP)
- Spot recognition, Extra miller Award -Jan’19 maximum Positive Feedback in APS (July’19 – Oct’19)(Capita)
- Top contributor award Sep’19 – Nov’19 (Capita)
Affiliations
- Taking part in team activities.
- SPOC of fun committee.
- Organizing team outing and other activities including lunch/dinner.
Certification
- Behavioral Certification (ADP)
- Certified in National Accounts Communication Training .
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Customer Service Analyst
ADP India
03.2022 - Current
Senior Associate
WNS Global Services
01.2020 - 03.2022
Senior Customer Service Executive
Capita India UK based
08.2017 - 01.2020
Bachelor of Commerce - Commerce
Symbiosis College of Arts And Commerce
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