Mar 2022 – Jun 2025 · 3 yrs 3 mos

• Supervise Examiners and Test Centres globally, providing support during live video call IELTS speaking tests.
• Play a pivotal role in identifying and capturing all risks, actively contributing in and as a member of the mitigation team's success in ensuring effective risk management.
• Collaborated with the automation team to successfully deliver 2 critical projects, resulting in accurate data delivery and reduced risk.
• Support team members and other team leaders with guidance and mentorship, and create reports to facilitate smooth operations.
• Deliver robust training and inductions for new staff to optimize productivity and ensure comprehensive process training.
• Foster strong partnerships with both internal and external stakeholders.
• Demonstrate proficiency in company products and services to enhance customer service delivery.
• Accountable for operations and management through cross-functional collaboration.
• Manage and resolve escalations, ensuring timely and effective resolution of complex issues.

Jun 2021 – Mar 2022 · 9 mos

• Prepared final discharge bills for patients in compliance with various insurance companies and PSUs.
• Aided in helping attendants/patients comprehend hospital's bills and policies.
• Facilitated communication between departments to resolve issues with final bill.
• Worked closely with external social services, providing regular updates on client progress to ensure a holistic and comprehensive approach.
• Providing a seamless and efficient experience by performing all necessary tasks at one central point of contact.

Feb 2019 – Mar 2021 · 2 yrs 1 mo

• Collaborated with various teams and LOBs to generate and activate Corporate accounts.
• Provided support to store manager in generating reports, defining business requirements, and mentoring team members for efficient operations.
• Implemented effective workload management strategies for team of 9, resulting in consistently excellent performance.
• Handled L2 escalations and engaged with high valued clients to drive business growth.

Jul 2017 – Dec 2018 · 1 yr 5 mos

• Delivered a high level of support to customers by addressing their product queries, guiding them through the selection process, and facilitating efficient purchases.
• Demonstrated effective product demonstrations, visual emphasizing features and addressing objections with positivity.
• Maintained a track record of consistently achieving KPI objectives while delivering exceptional service quality.
• Informed customers about suitable additional offerings based on their needs and preferences.
• Efficiently addressed customer complaints by identifying issues and taking necessary actions for timely resolution through escalation services or direct intervention.

May 2014 – Jan 2017 · 2 yrs 8 mos

• Assisted in resolving customer concerns related to products, services, and accounting.
• Optimized shopping experience by skillfully communicating on-going offers and providing customer support at the cash register.
• Demonstrated effective communication skills by briefing the team on sales-boosting strategies and promoting changes.
• Demonstrated best practices for cashier operations, ensuring adherence to established protocols.
• Ensured accurate transaction records by balancing cash and digital payments.