Nurika Roy

Experience

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  Wipro BPS

  May 2007 - Nov 2008

  Team Support Executive

  - Prepared daily, weekly and monthly statistical reports - Responsible for generating ideas on ways to resolve problems and serve customers in a better way - Handled various queries of the team and resolved them effectively- Communicates effectively with teams in the program to ensure quality and timely expedition of customer requests - Responsible for dealing with customer relevant queries, complaints and request for information on products and services - Assigned the tasks of recording all communications between various parties - Handled the tasks of drafting documents as requested by Customer Care Manager Show less

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  Hutchison 3 Global Services

  Nov 2008 - Mar 2011

  Sr Customer Care Executive

  - Perform the tasks of handling customer calls regarding the request of services and products - Handle responsibilities of troubleshooting issues on the products and services to meet customer satisfaction - Coordinate with customers to advertise about the services and products offered by the organization - Responsible for preparing customer list and feedback and update the same to the team leader - Perform the tasks of conducting training sessions of new joiners - Handle other essential tasks under the instructions of the team leader - Have been recognized and Awarded as the Best Associate many times Show less

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  Gallagher

  Mar 2011 - Jan 2016

  - Handling a team of 12 Associates/ Senior Associates- Handle end to end transition of new projects and work from the onshore team successfully- Plan and deliver tasks and oversee a process/project within the agreed timescales- Raise the profile of the team through effective communication and leadership- Manage others and act as a role model- Work co-operatively with all colleagues for the benefit of the process and its Clients- Take responsibility for the work team produces ensuring high levels of attention to detail- Constantly seeking improvement and creating a climate where others are encouraged - Actively looking for ways to improve service and initiating them or bringing them to the attention of others - Monitor own quality of delivery levels and raise any concerns with Manager- Plan and complete delegated tasks to a high standard delivering work to agreed times. - Support team to prioritize work daily by checking timescales, ensuring most important tasks are completed first - Identifying problems and collaborate with others to propose solutions in an effort to solve them- A part of the English guild committee and have served the organization wise requirements-Have been a Kaizen Mentor for the team and encouraged them to come up with new ideas for process improvement. Have successfully mentored 17 Kaizen projects for the team and the division. Show less - Working as a Backup for the TL- Have worked on and successfully completed 10 KAIZEN’s to improve the productivity of the team and also reduce the TAT of the project- Conduct huddles to ensure a robust of knowledge flows in team of process knowledge and issues resolution- Perform the tasks of monitoring, organizing, and coaching team on a daily basis - Handle responsibilities of communicating the company's purpose, core values, vision to the front employees - Draft general reports on performance and targets of team members as well as ensure that they exceed the targets - Identify new ways to increase the opportunities in the team relating to insurance- Conduct Conference calls and discuss the work reports with them and analyze the areas of improvements - Engage in process modulation and improvement through Process Excellence- Allocation of work to the team , Analysis of the reports and upload on the common share drive- Update the Team Lead and the Manager on process performance and team issues- Arrange and conduct the training sessions frequently for the team members to improve their process knowledge- Have worked and successfully set up 2 new projects as a process Show less

  • Team Lead

    Jul 2014 - Jan 2016

  • Senior Process Associate

    Mar 2011 - Jun 2014
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  Allstate India

  Jan 2016 - Jun 2018

  • Senior Team Lead

    Apr 2018 - Jun 2018

  • Team Lead

    Jan 2016 - Mar 2018
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  TIAA

  Jul 2018 - Sept 2020

  Associate Manager
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  AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED

  Sept 2020 - now

  Operations Manager