Ravneet Kaur

Experience

• 

  Tally Solutions Pvt Ltd

  Jun 2011 - Nov 2011

  Intern

  Worked in its PSS and MARCOMM team, on the project named "Collateral Management". The project was based on the platform LAMP and involved extensive use of languages: HTML, CSS, JavaScript, DHTML, DOM, PHP, MySQL

• 

  HCLTech

  Jun 2012 - Jun 2014

  Oracle DBA

  I worked as a Senior Analyst for client Deutsche Bank.My role was of an Oracle DBA on a Unix platform where we supported the databases of our client. I worked as perITIL Process (Incidents, Change, Patch and problem Managements, etc)

• 

  Volvo Trucks India

  May 2015 - Jun 2015

  Social Media & Brand Marketing Intern

  Social Media Optimization & Brand Enhancement• Formulized Social Media Strategy for Volvo Truck• Performed In-depth research of competition, parallel sectors and industries• Brand communication – Conversation, Brand, Product, Company and Competition• Created a 6 month LinkedIn plan from June-November 2015

• 

  ICICI Prudential Life Insurance Company Limited

  May 2016 - Jun 2017

  Project Manager - Communications

  As part of Customer Communications, I am:• Responsible for Customer Communications for new business and customer service• Handling All communication sent to customers - digital and print, sms and email• Streamlining content and interactivity by embedding customer segmentation strategy• Meeting new business requirement in communication software systems• Managing End to End Campaign life cycle• Understanding digital media & performing data analytics along with content• Integrating business promotional campaigns with regular customer communication Show less

• 

  TATA AIG General Insurance Company Limited

  Jun 2017 - Jan 2022

  IT Project Manager - Customer Service & Operations

  • Customer Communication Management (CCM)o Managing digital document output in a seamless and effective manner impacting business’ top-line and bottom-line for communicating with customers o Managing volume independent search of documents since inception & retrieval management• Chatboto Enabling self help features – Claim intimation & Registration, Sales, Policy Renewal o Maintaining real time response TAT and conversational strategyo Handling multi-application integration & consistency• BPM (Business Process Management)o Digitalizing process workflow for better visibility of operational efficiencies & bottlenecks across all verticals and departmentso Planning IT architectural design for integration of multiple channels – frontend & backendo Planning process flow which enables continuous change, escalation matrix & ownership• Contact Centre Technologyo Contact Centre Set-Up for the company in both Mumbai & Hyderabado Enabling centralized interaction management for over 300+ agents with seamless network and infrastructure for call distribution, routing & recordingo Enabling enhanced Self Help features & Predictive Analytics• Refund Automationo Digitalizing refund process via online channelo Enabling a standalone system to communicate with multiple payment gateways and system core to process refund Show less

• 

  Publicis Groupe

  Sept 2021 - now

  Manager Program Management