JAYA SENGUPTA

9923393648. [email protected]. Pune 411033

PROFESSIONAL SUMMARY

Organized and dependable candidate successful at managing multiple priorities with a positive
attitude. Willingness to take on added responsibilities to meet team goals. Dedicated
professional with history of meeting company goals utilizing consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance
the organizational brand.

SKILL

 Memorization skills
 Exceptional communicator
 Stand-in experience
 Production support
 Can-do attitude
 Accepts direction and coaching graciously
 Exceptional interpersonal skills
 Operations management
 Time management
 Performance improvement

Work History

July 2021 – Current got promoted as a Team Lead /Infosys BPM LTD.

 Supported office business development and customer service.

 Implemented new working processes to deliver multiple improvements.
 Coordinated weekly meetings for internal and external groups.
 Optimized customer support by establishing collaborative service environments through
targeted operational initiatives.
 Facilitated training for associates through daily coaching and regular performance
appraisals.
 Conducted training and mentored team members to promote productivity and
commitment to friendly service.
 Initiated timely response to emails, voicemails and written correspondence.
 Led team of 13 members while providing exceptional customer service.
 Established open and professional relationships with team members to achieve quick
resolutions for various issues.
 Coached team members in customer service techniques, providing feedback and
encouragement toward reaching sales goals by arranging calibration calls with the team.
 Mentored and guided employees to foster proper completion of assigned duties.
 Define procedures or standards and executing task in the right way.
 Define performance objectives and determine acceptable performance levels.

January 2021 got promoted as SME/ Infosys BPM LTD

  Maintained customer satisfaction with forward-thinking strategies focused on addressing
customer needs and resolving concerns.
 Trained new personnel regarding company operations, policies and services.
 Cross-trained and provided backup support for organizational leadership.
 Updated account information to maintain customer records.
 Clarified customer issues and determined root cause of problems to resolve product or
service complaints.
 Answered customer telephone calls promptly to avoid on-hold wait times.
 Handled over 50 calls per shift signing up new customers, retrieving customer data,
presenting relevant product information and cancelling services.
 Responded proactively and positively to rapid change.
 Delivered excellent customer service, resulting in consistent 100% customer satisfaction
rating.
 Sought ways to improve processes and services provided.
 Increased efficiency and performance by monitoring team member productivity and
providing feedback.
 Handling the in and out queries of customer.
 Giving Feedback to the team and helping team leader with his call listening sessions.
 Provide recommendations for procedural improvements.
 Guide other team members on the project to ensure the content is accurate.
 Contacted clients to verify account information and maintain accuracy, resulting in
100% increase in client satisfaction.

August 2020 joined as Process Specialist/ Infosys BPM Ltd

 Identified and resolved process issues to drive optimal workflow and business growth.
 Developed standard operating procedures and document workflows to drive current and
future processes.
 Assessed products or services to evaluate conformance with quality standards.
 Greeted customers and listened closely to problems described to determine solutions.
 Resolved customer service issues using company processes and policies and provided
updates to customers.

November 2019 - August 2020:

Counselor Supervisor
/Indira School of Business Studies

 Discussing career and educational goals with students.

 Aiding in the course selection process to ensure progress towards student goals.
 Displaying an interest in student development by updating about the whereabouts of the
program opted for.
 Identifying student strengths and weaknesses.
 Maintaining updated reports on student progress.
 Demonstrating a strong understanding of institutional policies.
 Worked on tool called No paper form (CRM), where data was maintained on a regular
basis.

November 2016 - September 2019:

Quality Analyst/Credence Resource Management
  Developed monthly, end-of-quarter and other statistical reports for leadership team and
quality improvement programs.
 Provided regular updates to team leadership on quality metrics by communicating
consistency problems or production deficiencies.
 Collected and analyzed data and initiated improvements to increase security and
performance.
 Compiled and distributed weekly feedback to team leaders and managers to improve
service time and quality while increasing productivity.
 Monitored KPIs to proactively address bottlenecks and quality issues.

March 2016 - September 2016:

Senior Customer Service Specialist/TCS

 Greeted customers and listened closely to problems described to determine solutions.

 Resolved customer service issues using company processes and policies and provided
updates to customers.
 Entered customer data into system and communicated service concerns with CS
department.
 Promoted to team lead of customer service for displaying outstanding enthusiasm and
remaining calm in extremely trying situations.
 Coached new team members on service techniques and provided scoring through quality
assurance program.
 Maintained up-to-date knowledge of product and service changes.
 Checked status of orders and back-ordered products to coordinate efficient shipments.

April 2014 - December 2014:

Senior Customer Service Executive/WNS

 Employed comprehensive benchmarks to establish and monitor customer service

standards.
 Developed highly empathetic client relationships and earned reputation for exceeding
service standard goals.
 Met customer call guidelines for service levels, handle time and productivity.
 Cross-trained and backed up other customer service managers.
 Answered multi-line phones and used active listening skills to assess client's issues and
challenges.
 Responded to customer inquiries and queries to provide thorough and speedy
resolutions.

February 2010- March 2014:

Senior Customer Executive/Steria

 Handled vulnerable customers in fast-paced, setting in coordination with solid team of

15 customer service associates.
 Quickly and accurately answered customer questions, suggested effective solutions and
resolved issues to increase customer satisfaction 98%.
 Developed and updated databases to handle customer data.
 Delivered prompt service to prioritize customer needs.
 Cross-trained and backed up other customer service managers.
 Responded to customer requests, offering excellent support and tailored
recommendations to address needs.
 Implemented and developed customer service training processes.
 Educated customers about billing, payment processing and support policies and
 procedures.
 Responded proactively and positively to rapid change.

November 2005 - May 2006:

Customer Service Associate/Vcustomer

 Developed and actualized customer service initiatives to decrease wait times.

 Demonstrated items to customers and created customer awareness, interest and sales.
 Improved operational efficiencies while managing customers’ requests, store inventory,
transactions, new purchase orders and pricing needs.
 Helped large volume of customers every day with positive attitude and focus on
customer satisfaction.

Education

Mar 2002 Bachelor of Arts History- Nowrosjee Wadia College PuneUniversity

Mar 1999 H.S.C - Nowrosjee Wadia College Pune University

Mar 1997 SSC- The Good Samaritan School

Accomplishments

 Achieved team production target in 2 months after becoming TL by completing the

given with accuracy and efficiency.
 Supervised team of 13 staff members.
 Documented and resolved the team production and built an positive environment which
led to 98% results in overall quality, NPS and AHT of the team.
 Received RNR award as the best Team leader twice who leads the way.
 Received Ramp award from Infosys for leading the way.
 Thrice received the best SME for the motivator of the month.

Certifications

 Training - CS200- Training done to develop and re enforce critical coaching behaviors
by implementing SMART goals and GROW models. Program designed for team
managers. Highlights coaching techniques and introduces GROW model as an effective
way to improve performance for those leading teams.
 Milestone 3.0- Key Benefits are How to solve a problem in a structured manner. Basic
communication skills for the supervisors to read, write, speak and listen. Various
leadership styles to coach and mentor the ones who report to them basic must know
responsibilities that a leader must possess knowing the learning styles and personality
types, helps supervisors’ mentor and deal with their team members effectively.
 PSDM 2.0- In problem solving you identify and evaluate solution paths; in decision
making you make a similar discovery and evaluation of alternatives. The crux of
decision making, then, is the careful identification and evaluation of alternatives.
 BPO Operations Management 4.0: This refers to the management of functions that a
business needs to run effectively day to day.
BPM Competency Based interviewing: Use questions which aim to find out how you
have used specific skills in your previous experience and how you approach problems,
tasks and challenges.