Aamrita Arora Email & Phone Number

United Kingdom

Oxford, United Kingdom

Uxbridge, Greater London, United Kingdom

• Responsible for complaints, claim appeals, training and customer claim journey
• Reviewed and successfully rolled out new training schedules and techniques that improved customer claims journey
• Carried out intensive RCA's that reduced FOS complaints by approximately 50%
• Analysed and reconfigured the complaints handling process that resulted in 20% less formal complaints
• Produced process maps for consistency in all business areas.

London, United Kingdom

• Dealing with gadget insurance
• Started with logging new claims, charging excess fee and customer enquires
• Claim handling on different brands in loop with different Terms and conditions
• Achieved /exceeded monthly performance metrics
• Stream lined process for all claim handlers in the team
• Drove performance through incentive plans and objectives

United Kingdom

• Effectively lead, developed, motivated and retained a team of 15 FLAs
• Carried out HR and Performance Management processes
• Monitored agent calls and provided coaching to improve the quality of calls and collections performance
• Achieved /exceeded monthly performance metrics
• Assisted the Collections Operations Manager in delivering effective cost control
• Drove performance through the setting of stretch goals and objectives

United Kingdom

• Supported, coached and developed both new starters & team leader to up-skill onto the Banking Division collection systems
• Identified and managed individual learner needs of the newly up-skilled staff providing 121 coaching and working with individuals to maximise their potential
• Marking and providing feedback on collections calls as a Team Deputy
• Conducted 43 group-training sessions to up-skill collections staff to handle inbound calls and Viking.
• Maintained accurate and… Show more
• Maintained accurate and up to date training material for SCL BD.

• Worked within a 25-person team responsible for total quality management in respect of Mumbai post-paid customers. Handled recruitment process for customer service associates.
• Perform critical analysis on quality performances- I verified calls, executive calls to ensure compliance with complex regulatory requirements.
• Ensure briefing and quality briefings were conducted so as to cascade important updates to the executives.
• Praised for my initiative in making suggestions to… Show more
• Praised for my initiative in making suggestions to increase Indica scores by 13% external quality scores.
• Head Calibrator for the Mumbai post-paid team - to ensure same understanding of the process amongst all the QA's

• Worked in the world's largest provider of Cell phone services.
• Praised for my initiative in making viable suggestions to increase customer volume and drive repeat business.
• Sharpened my relationship-building skills - I dealt with Managers and Team leaders in a professional and efficient manner, and worked within a close-knit team.
• Consistently met deadlines for making Daily, weekly monthly and quarterly Reports, reviews, forecasts and Customer service analysis.

• Handled a team of 20 Quality Analysts and worked for more than 8 US and UK projects.
• Project Leader for One touch India, wherein the sales where increased by 5% based on the team that was selected and motivated by me.
• Learned to be meticulous, methodical and have outstanding attention to details
• Consistently met, and regularly exceeded, my aggressive monthly targets.

Answered and screened over 1000 calls each day, and achieved aggressive sales targetsWorking in this high-pressure environment vastly increased my sales skills - I learned the value of personal relationships and to listen to the customer's needs.

Mba, International Marketing And International Management

Management Program, Entrepreneurship

Bachelor, Bmm - Specializing; Advertising And Marketing (Bmm