Experience

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  Sudeep kulsreshtha & co. ltd.

  Feb 2016 - May 2016

  Audit assistant

  Worked as an audit assistant to CA Sudeep Kulsreshtha. Role included working and honing skills associated with tasks such as tagging, filing tax returns, and taking care of all auditing requirements of the clients. Additionally, the role also provided exposure in the field of financial planning and tax management for individuals and corporate entities alike.

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  Lic housing finance limited

  May 2016 - Jun 2016

  Intern

  As a part of the operations department, the main role included assisting the associates in their dealings with the clients. Additionally, the end of the day reporting which was done directly to the Circle Head of the region.

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  Idfc first bank

  Jul 2017 - Dec 2018

  Associate customer service manager

  • Manage high volumes of customer grievances and escalations.• Handle end-to-end back-office tasks like loan closures and updates.• Exceed cross-selling targets for bank products and services.• Educate clients on web-based banking services.• Uphold the bank's customer-centric ethos within the workplace.• Oversee B2C & B2B sales, service, and account management.• Collaborate on account-based marketing strategies with internal teams.• Work with external agencies to develop end-to-end sales/marketing pipelines. Show less

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  Manav adhikar media

  Mar 2020 - May 2020

  Reporter (volunteer)

  "Manav Adhikar Media" is a regional human rights watch organisation. Job role included writing for the organisation's weekly newsletter and web portal focusing on how the COVID - 19 crisis has affected the citizens. Additionally, I was required to respond to human rights violation reports and help the affected by facilitating their requirements with the responsible government authorities. Key Accomplishment:• My piece on the handling of the pandemic by the state authorities got featured in the company’s weekly newsletter. Show less

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  Abtran

  Sept 2020 - Jan 2021

  Blended customer service & sales advisor

  • Manage B2C & B2B sales, service, and account management.• Address customer queries and process new sales efficiently.• Collaborate with internal marketing for account-based strategies.• Handle 90 to 100 cases daily, proficient in CRM packages like Junifer and Salesforce.• Resolve customer queries, process payments, and manage billing.• Coordinate with various departments and third-party vendors.• Ensure compliance with regulations such as GDPR and DPA.• Upskill the team to improve quality scores continuously.• Strategize, deploy, and monitor quality control checks with Ops teams. Show less

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  Cognizant

  Feb 2021 - Aug 2024

  • Drove a 20% improvement in operation efficiency by implementing business process reengineering tactics across multiple operational functions; Handled the Microsoft internal audits as the sole vendor POC resulting in 3 consecutive green audits YoY ('21-'23).• Uncovered and investigated multiple breaches within partner operations resulting in a lifetime savings of $6bn+; Developed and standardized operating procedures to improve workflow and customer support, resulting in a 15% rise in client satisfaction score.• Led training efforts globally to Microsoft's 750+ stakeholders on compliance breaches and trends; Rendered process training, shadowing and reverse shadowing to 50+ Microsoft associates during their onboarding journey.• Served as a part of the Steering Committee driving efficiency and standardization across 20+ partners; Enhanced teams' key areas scope by 85% through discovery and trend analysis initiatives; Devised and owned 10+ PowerBI and Azure dashboards, reducing the TAT by 50%. Show less

  • Subject Matter Expert

    Jun 2021 - Aug 2024

  • Senior Process Executive

    Feb 2021 - Jun 2021
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  Three ireland

  Aug 2024 - Oct 2024

  Key account executive - enterprise, public & growth

  • Spearheaded key initiatives to optimize operations and improve performance metrics while ensuring SLA compliance, increasing client retention by 15%; Managed a High Net Worth Public Client Account providing support across levels.• Orchestrated seamless business transfer of 7.5K accounts and managed 50+ VIPs & HNIs accounts through close collaboration with key stakeholders; Generated $100M+ incremental revenue by successfully upselling crucial deal add-ons.