Sandhya Pandey
Pune
Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
14
14
years of professional experience
Work History
Assistant Manager
WNS
Pune
11.2024 - Current
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Monitored employee attendance records, timekeeping, and payroll information.
- Implemented quality control measures to uphold company standards.
- Established processes for monitoring customer satisfaction levels.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Managed customer service inquiries and complaints in a timely manner.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Business Process Lead
Tata Consultancy Services
Pune
06.2022 - Current
- Mentored and guided associates and got their validation done with 98% accuracy.
- Assisted with new hire processing and existing training programs.
- Initiated timely response to client emails and escalations
- Facilitated training for associates through daily coaching.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Built strong relationships with customers through positive attitude and attentive response.
- Supported office business development and customer service.
- Assessed business processes and identified ways to boost improvement.
- Cross trained on all business lines to support teams as and when required
- Maintained SLA and Quality targets
- Doing work allocation and quality checking.
- Sending weekly and monthly report.
Team Leader
AXA Business Services PVT LTD
Pune
04.2020 - 06.2022
- Handled team of 25 associates for complex team and delivered claims target
- Team and SLA management as per client requirement
- Handling customer complaints received from clients
- Error Analysis reports and other management reports for client
- Communicating with staff, leaders, and peers to coordinate successful collaboration with other departments.
- Maintaining regulatory compliance in team file outcomes.
- Submitting timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
- Working closely with senior managers and clients to maintain optimum levels of communication to effectively and efficiently complete projects.
- Exceeded goals through effective task prioritization and great work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used coordination and planning skills to achieve results according to schedule.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Sharing Process updates fortnightly.
- Providing feedbacks received from quality team to individuals.
- Monthly performance monitoring.
- Worked closely with team manager , Quality teams and operations manager to provide required support for performance enhancements and to identify scope of improvements in required areas
Insurance Claims Specialist
AXA Business Services PVT LTD
Pune
08.2011 - 04.2020
- Evaluated and settled complex insurance claims in strict timelines.
- Timely settlement of claims
- Reduced TAT of claim by 1 days with proposed process improvement idea.
- Worked on high value and critical claims with high accuracy
- Helped team to achieve required targets by sharing best practices.
- Delivered trainings to new associates in team and helped them with queries
- Received best performer award many times for achieving and maintaining accuracy levels.
- Shift time adherence and no escalations
- Worked as cross trained resource for different teams and achieved overall accuracy target of 97%.
Customer Service Executive
TopSource Infotech Solutions Pvt.ltd
Pune
12.2010 - 08.2011
- Processing and verification of more than 80 Invoices
- Taking more than 50 incoming and outgoing calls regarding Payment's and Invoice queries to UK customers.
- Query updating and resolving - got reduction of 5% in overall processing queries
- Providing training to more than 5 new joiners
- Dealing with Supplier payment query
Education
Bachelor of Arts - Computers and IT (MSCIT
St. Mira College
Pune, MH2010
Higher Secondary -
Kendriya Vidyalaya
Pune, MH2007
Skills
- Client Support
- Customer Complaint Resolution
- Performance Appraisals
- Product Knowledge
- Quality Management
- Troubleshooting Technical Issues
- Daily Workflow Improvement
- Staff education and training
- Key performance indicators
- Client Service
- Performance improvement
- Complaint resolution
- Flexible & Adaptable
- Service Level Agreements
- Attention to Detail
- Leadership
Timeline
Assistant Manager
WNS
11.2024 - Current
Business Process Lead
Tata Consultancy Services
06.2022 - Current
Team Leader
AXA Business Services PVT LTD
04.2020 - 06.2022
Insurance Claims Specialist
AXA Business Services PVT LTD
08.2011 - 04.2020
Customer Service Executive
TopSource Infotech Solutions Pvt.ltd
12.2010 - 08.2011
Bachelor of Arts - Computers and IT (MSCIT
St. Mira College
Higher Secondary -
Kendriya Vidyalaya
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