Headline

Senior Associate at WNS global services Pvt Ltd

Location

Hyderabad

Work experience

Senior Associate at WNS, Jul 2022 - Present · 4 yrs, Hyderabad, Telangana, India

Operations Associate at WNS, Jul 2022 - Present · 4 yrs, Ensuring the proper management of all trackers and efficient storage of files for future reference. Effectively leading the team by providing guidance and support to all members, ensuring consistent high-quality work. Review, classify and remove content according to client guidelines, using specific tools and channels. Understand and remain updated on changing client policies and guidelines. Resolve escalated customer inquiries through email Regularly communicating with stakeholders to address and solve any concerns they may have. On a daily basis, my responsibilities include running SQL queries and exporting the results to a Google Sheet, which I then meticulously reviewed for accuracy. I work on a daily basis with teams in the Europe, Middle East, and Africa (EMEA) and Asia–Pacific (APAC) regions, handling both scheduled and Adhoc tasks Additionally, I manage various Jira tickets to ensure a smooth workflow. I am responsible for managing miscellaneous payments and processing both regular payments and Social Security Administration (SSA) payments. Proactively assist team members in effectively managing and resolving customer queries, optimizing customer satisfaction, and streamlining support processes. Proficient in managing escalated customer concerns and complaints, utilizing strong problem-solving skills and empathy to deliver swift and satisfactory resolutions, ensuring enhanced customer satisfaction and retention. Proficient in meticulously crafting and documenting Standard Operating Procedures (SOPs) for newly introduced processes, ensuring clarity, consistency, and compliance with industry standards and company policies. Regularly create and administer Process Knowledge Tests (PKTs) on a monthly basis to assess team members' understanding and proficiency in key operational processes.

Process Associate at Accenture Services Private Ltd., Sep 2019 - Jul 2022 · 2 yrs 11 mos, Review, classify and remove content according to client guidelines, using specific tools and channels. Understand and remain updated on changing client policies and guidelines. Resolve escalated customer inquiries through email Regularly communicating with stakeholders to address and solve any concerns they may have. On a daily basis, my responsibilities include running SQL queries and exporting the results to a Google Sheet, which I then meticulously review for accuracy. I work on a daily basis with teams in the EMEA and APAC regions, handling both scheduled and Ad Hoc tasks. Additionally, I manage various Jira tickets to ensure a smooth workflow. Proficiently extract and analyze data from office dashboard tools and platforms to accurately prepare and deliver monthly invoices to clients, ensuring transparency and timely payment processing. Serve as a primary point of contact in the absence of the team lead. Supported team members by streamlining day-to-day activities, promoting efficiency, and ensuring seamless workflow to meet project goals and deadlines. Proficient in analyzing complex issues, identifying root causes, and developing effective solutions. Demonstrated ability to make well-informed decisions under pressure, resulting in positive outcomes and improved processes.

Education

M. B. A, Finance, Aurora PG college ramanthapur uppal

Bachelor of Commerce - BCom Gondwana University, SVM mahatardevi ghugus