Pratibha Sharma
Thane
Summary
Commercial experience of 17 years in Customer Service/ Operations & Insurance., I have developed expertise in these areas. My experience includes complaint handling, training new hires on products and processes, performance development and management. I am also involved in process migration, improvements, and system enhancements at Prudential UK. Strong analytical skills combined with talent for problem-solving and streamlining workflows.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
2006
2006
years of post-secondary education
4
4
Languages
Work History
Business Process Lead – JL3 (Quality Analyst)
TATA Consultancy Services Ltd.
08.2018 - Current
- To do root cause analysis with corrective and preventions actions being taken for any customer complaints received
- Regular Analysis of Queries/Quality errors to identify trends and bridge gaps and increase scope of processes
- Actively participate with the technical team to identify and cascade process/product updates between UK and India
- Process and manage all client’s escalations by conducting research/fact-finding and coordinating with the Capita onshore team when required
- Maintain a strong relationship with the stakeholders and ensure customer Satisfaction & along with employee satisfaction
- Audit work streams to ensure compliance with process and quality standards & internal and external regulations
- Breaches- log breaches and conduct investigations, create awareness of breach impact with the team members
- Responsible for co-coordinating of workflow within the team
- Conduct assessments, improvement opportunities and audits for the process and plan for Improvement
- Conduct calibration calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations
Senior Executive
Capita India Private Ltd.
08.2008 - 07.2018
- Responsible for providing solutions to customers based in UK
- Checking and Auditing the work done by the surrender claims team
- Ensuring that payments made to authorized individuals or companies are done correctly
- Providing feedback and complex queries by liaising with back office/ Complaints Team for quicker resolution ensuring turnaround time is not busted
- Highlighting discrepancies in the process to the Process leader so that it was noted and shared with the team
Insurance Executive
Prudential India Private Limited.
05.2008 - 07.2008
- Handling calls and complex queries by liaising with back office/ complaints Team for quicker resolution and maintaining the turn around time
- Surrendering Policies fully or partially as per customer’s request
Senior Executive
Intelenet Global Services Ltd.
01.2008 - 03.2008
- Maintaining and updating the credit report of the US citizens
- Sending reports to companies like -Experian and Equifax
Senior Executive (First Party Collection- Outbound)
Reliance Info streams Pvt. Ltd.
01.2006 - 11.2007
- To ensure excellent customer experience and to provide accurate information to the customers and Web World people
- Handling queries and complaints for Retails, SME and Corporate customers
- Resolving & reverting through mails for customer issues of customers
Education
Commerce Graduate -
Burdwan University
Skills
Commercial
Customer Service
Relationship Building
Analytics & Process Improvement
Operational excellence
Process mapping
Teamwork and collaboration
Analytical thinking
Problem-solving abilities
Excellent communication
Stakeholder management
Personal Information
Date of birth- 14-06-1985
Father's name- Shiv S Sharma
Hobbies- Reading, Travelling & listening to music
Timeline
Business Process Lead – JL3 (Quality Analyst)
TATA Consultancy Services Ltd.
08.2018 - Current
Senior Executive
Capita India Private Ltd.
08.2008 - 07.2018
Insurance Executive
Prudential India Private Limited.
05.2008 - 07.2008
Senior Executive
Intelenet Global Services Ltd.
01.2008 - 03.2008
Senior Executive (First Party Collection- Outbound)
Reliance Info streams Pvt. Ltd.
01.2006 - 11.2007
Commerce Graduate -
Burdwan University
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