Jackee Sharma
Sr. Process Associate
Pune
Summary
Top-performing Senior Process Associate offering excellent skills in data analysis and team oversight. Pursuing a similar position where a well-qualified individual with an understanding of technical processes and procedures is highly sought. Consecutive A rating in 5 years term.
Overview
8
8
years of professional experience
2020
2020
years of post-secondary education
Work History
Customer Service Advisor
Amazon Development Center
12.2016 - 05.2018
- Extensive experience in Customer Concession and Abuse Prevention Team
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer Service Representative
Tech Mahindra Business Services
06.2018 - 05.2019
- Handling queries, supporting technician.
- Installation of router, and support network related issues.
- Compiled monthly reports
- Utilized customer service software to manage interactions and track customer satisfaction
- Responded to customer requests for products, services, and company information
- Maintained CRM, customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handled customer inquiries and suggestions courteously and professionally.
Senior Process Associate
Tata Consultancy Service
06.2019 - Current
- Working with Telstra telecommunications and maintained good process knowledge to better assist customers with Transfer of Home Broadband Services *Catering to client and customer from Australia supporting ADSL and NBN technician. *Installation of Telstra Smart Modem Gen2 and support network related issue. *Good understanding of Fixing Modem related issues.
- Ensure that all support requests are well documented and accurately categorized in IT ticketing system from creation of ticket to successful resolution. *Interaction with Senior Technical support management team on matters concerning Modem issues and WiFi connectivity
- Supervised team of process associates to enhance accountability, develop professional skills, improve efficiency and providing feedback.
- Increased efficiency and team productivity by promoting operational best practices.
- Contributed to company-wide cost reduction initiatives, identifying opportunities for savings within the department's operations.
- Ensured regulatory compliance within all aspects of the operation by conducting thorough audits and implementing corrective actions when necessary.
- Cross-trained and provided backup support for organizational leadership.
- Analyzed data trends to recommend data-driven decisions that led to enhanced performance metrics.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Collaborated with cross-functional teams to improve overall process performance and client satisfaction.
Education
Bachelor of Engineering - Computer Science
Alard College of Engineering And Management
HSC - undefined
Vartak College
Skills
- Customer Relations
- Exceptional telephone etiquette
- Technical Support
- Complaint resolution
- Excellent time management skills
- Team Building
- Process improvement specialist
- Negotiation expert
Timeline
Senior Process Associate
Tata Consultancy Service
06.2019 - Current
Customer Service Representative
Tech Mahindra Business Services
06.2018 - 05.2019
Customer Service Advisor
Amazon Development Center
12.2016 - 05.2018
HSC - undefined
Vartak College
Bachelor of Engineering - Computer Science
Alard College of Engineering And Management
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