Nandita Dey
Email id: nandita.dey1@gmail.com; phone no. : +91-7738884572
Profile
With 9 years of work experience in Custom...
 Monthly MIS is shared with the seniors of branches across all operation teams (corporate and PAN
India) Highlight the ar...
ACHIVEMENTS:
 Awarded in Soft skill, Best Employee and also Appreciation mails from customer’s in respect to
Customer Ser...
of 3

Nandita R Dey

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Nandita R Dey

  • 1. Nandita Dey Email id: nandita.dey1@gmail.com; phone no. : +91-7738884572 Profile With 9 years of work experience in Customer Service Operation along with a Master’s Degree in professional Relationship Management and Bachelor Degree in Economics, I am looking forward and willing to build a long-term career with a progressive and professional organization where I will have the opportunity to contribute, learn and grow. Core Competencies  Communication – Dealing with internal and external customers at all levels via telephone and email, to ensure effective communication via actively listening and probing questions.  Problem solving - Resolving queries analytically both independently as well as with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality.  Team Player – Enjoy sharing knowledge and encouraging development of others to achieve specific team goals. I am flexible, energetic, patient and able to work within a multi-cultural team environment.  Planning and organizing - Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.  Systems knowledge – Experience in preparing presentation, maintaining data in Excel, & using word for other documentation process.  Analysing -Analyse to bring a change to benefit the company and help in team building. Work Experience Club Mahindra Holidays (Mahindra Holidays & Resorts India Limited) (Dec, 2013- Nov, 2015) “Senior Executive” – Member Relations Job Responsibilities:  Handling complaints received through Social Media Forum (Face book, Twitter, Akosha, Mouthshut). Meeting walk-in members at the corporate office to address their concerns on the membership. Sharing knowledge on daily basis or any new information or ideas or updates received from cross functional team on the processes.  A complete follow up with the cross functional team to provide appropriate resolution/ services to the member as per the defined TAT, and to keep up the commitment.  Maintain detailed MIS as a daily report for internal update and weekly MIS to be shared with other cross functional teams for the pending work on the complaints, to know the status so that the quality of customer satisfaction is adhered and maintained and to know the productivity of team.  Also share a weekly MIS with the Manager to escalate the issue on the next level to get the resolution on the cases which have breached the TAT. This also helps in giving heads upon certain cases to the management (MD, Legal Team, HOD and National Head) that certain members issue needs to be addressed on priority.
  • 2.  Monthly MIS is shared with the seniors of branches across all operation teams (corporate and PAN India) Highlight the areas of lapse of other departments, sharing ideas as to how the new change can be bought in the process and how soon can this get implemented.  Mainly to work as a team player, which is not only trying to resolve the complaints that has come to me, but also help my other team members. AEGON Religare Life Insurance Company Ltd. May, 2008 –Dec, 2013 “Senior Executive”- Service Delivery Job responsibilities:  Was appointed as an “Executive - Service Delivery Team” in 2008, handling internal and external Customers and providing service delivery to customers considering the SLA and Quality score.  Worked in a blended process which includes request processing and assisting customer queries, request and complaint on calls & emails. Handling customer complaints, queries and request received through emails.  Project in December 2010 for 3 months - Training project for the Customer Service Team based on Product and Process which includes making PPT on Process & imparting knowledge, also making it available for the New Joiners as a Reference Material.  Processing transaction requests, financial transaction reports of the payments received.  Ensuring a complete follow-up with customers to provide service delivery as per defined TAT, Quality and keep up the commitment.  In April 2013 promoted as Senior Executive – Complaint Team. As being part of Complaints team was handling customer’s grievances and complaint related to IRDA, Ombudsman, Grievance Redressal, Service, Sales Complaint & Surrender retention. Maintain detailed MIS on daily & weekly basis. ATIDAN Technologies Pvt Ltd Apr, 2008 – May, 2008 Data Analyst. Job responsibilities:  To meet clients on con-call alternate day, by making a report and processing the information by analysing the data’s and forwarding the records for testing. HSBC Jul, 2006 – Mar, 2008 Executive in Blended Back Office process in credit Card, Banking and Loan department. Job responsibilities:  Assisting to customer’s queries and problems faced while doing transactions, debit card related, saving bank A/C’s, Loan A/C’s and resolving issues that they face in their EMI’s process and Payment. Handling online transaction issues related to Internet Banking. Tata AIG Life Insurance Oct, 2005- Feb, 2006 Sales Executive Job responsibilities:  Catering to customer’s needs and help in resolving complaint regarding the Insurance policy.
  • 3. ACHIVEMENTS:  Awarded in Soft skill, Best Employee and also Appreciation mails from customer’s in respect to Customer Service provided (AEGON Religare Life Insurance)  Awarded with Weekly Certificates of achieving the target for handling complaints, request & queries  Awarded for scoring highest marks - Hindi Exam on All India Bases.  Topped in college in the final year exams in subjects like Financial Market, Maths and Export Management. Education Languages known Languages Speak Read Write Hindi Yes Yes Yes English Yes Yes Yes Marathi Yes Yes Yes Bengali Yes No No Gujarati Yes Yes No Punjabi Yes No No Academic Institute Year Grade/ Percentage Post Graduate Diploma Professional Program in Relationship Management Times School of Financial Service of Times of India Group 2010 A Graduation - Bachelor of Arts (Economics) Mithibai College of Arts (Mumbai University) 2006 57 HSC Mithibai College of Arts- Maharashtra Board 2003 58.83 SSC Shri Chandulal Nanavati Vinay Mandir School - Maharashtra Board 2001 58

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