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Abira De

Abira De

Customer Service Executive

Followers of Abira De612 followers
location of Abira DeMumbai, Maharashtra, India

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  • Timeline

  • About me

    Lead technical writer for Microsoft developer documentation

  • Education

    • Burdwan University, Burdwan

      2007 - 2009
      Master's degree English Language and Literature, General

  • Experience

    • HSBC Global Resources

      Dec 2007 - Aug 2009
      Customer Service Executive

      • Provide customer service • Impart knowledge and share process and product updates among the team.• Take sessions within the team pertaining to unresolved issues• Mentor to the new members of the team• Sessions with the new team members with common tech issues and their resolution.

    • HDFC Bank

      Oct 2009 - Feb 2011
      Assistant Manager

      • Provide customer service at front desk• Handle deliverable of the bank• Train new joiners for process-oriented details and banking circulars • Process fund transfers related to cheques and fixed deposit

    • Hutchinson 3 Global Services

      Mar 2011 - Jan 2012
      Customer Service Executive

      • Save customers from termination of their business and upsell new contracts• Maintain team data• Audit accounts where contract have been sold for checking any errors from the business point of view• Follow up on team escalations

    • Tata Consultancy Services

      Jun 2012 - Mar 2018
      Business Process Lead

      o Creating training material on document conventions (Ms PowerPoint) o Conducting various training programs on documentation and written communication skills to facilitate competency development of associateso Creating and editing of in-house and client document deliverable to ensure standardization of document presentation and structure (Ms Word)o Managing Knowledge documentso Setting up of documentation standards o Creating mailers for in-house project management (Ms PowerPoint)o Creating and editing brochures for projects o Guiding documentation for project management o Analyzing quality of mortgage documentso Handling team as back-up Team Lead and Knowledge Managero Maintaining SLA for associateso Maintaining Cost Report and Daily Sales Outstanding Report, trackers for Span of Control, Seat Utilization and approval of Change Requests and Travel Requestso Updating Project Value and Cost Budget and sending invoices to customero Assigning tasks on the system for associates, allocating and de-allocating associates depending on the cost codes Show less

    • WTMC

      Mar 2018 - Sept 2018
      Technical Writer

      • Assist internal stakeholders and produce documents on Root Cause Analysis (RCA)• Provide template for analysis plans and MoSCow documents• Creation of Templates for technical documents for the organisation• Provide template for analysis plans and MoSCow documents• Create a master template for the Project Engineering team.• Design and produce Business Requirement Documents, Functional Requirement Documents, User Guides, Programmer Guides, Testing Documents, Design Documents and Reference Manuals.• Create workflows in Ms. Visio.• Create presentations for the management on the upcoming designs.• Work with different internal stakeholders (Process Engineering Team, Operations, Sales, Specialized Task Agents) and create documents catering to their requirement• Review complex technical documents• Provide training on Effective Technical Communication. Show less

    • 25o2

      Feb 2019 - Jun 2019
      Customer Service and Back-end Operations Manager

      o Provide customer service to build productive client relationships, resolve complex issues and win customer loyalty.o Handle customer inquiries, complaints, billing questions and payment extension/service requests.o Interact with internal stake-holders for accounting, new business acquisition and consumer affairs divisions.o Manage retail stock operations.o Maintain inventory database of new and existing retail stocko Edit documents and provide write-ups for web portalo Assist with cash register operations for internal stake-holderso Communicate with vendors for product procuremento Analyze the profit and loss statement on a quarterly basiso Assist with operations for IT teamo Provide ideas on optimum utilization of IT team and software useo Assist IT with SDLC for new software launch and changes related to the client operations module. Show less

    • Square Panda Inc.

      Jun 2019 - Feb 2020
      Senior Technical Writer

    • Ushta Te Consultancy Services LLP

      Apr 2021 - Dec 2022
      Lead Technical Writer

    • LTIMindtree

      May 2023 - now
      Project Manager Team Lead

  • Licenses & Certifications