Professional Experience: Kofax Renewal Specialist (Dec-2019 to Dec-2021)Job Profile: Contract Team Renewal Specialist• My role as Renewal Specialist is to process renewal request from existing customers for a US based Client. • I process Inquiry, Quote, Order and cancellation request for various types of products for US, EMEA and APAC region with the help of SFDC tool.• Manage outlook mailbox.

Change of Roles & Responsibility : • In SWAT/Escalations team, we handle all the Escalations and provide feedback to the Management & OP team & Sales team, by doing (RCA) Root cause analysis by engaging with other teams (Care/Tech-Support/Sales etc...), to ensure any errors made by OP/Sales team are corrected. • Render seamless assistance to the escalations team & clarify doubts of the Escalations Team & the cross functional team as & when appropriate• Work in tandem with the Training team to review the error contributing issues, have a training plan in place & conduct process refreshers• Work with the CCQ/Quality Team to evaluate Cost of Dissatisfaction (COD's) & chalk out plans to curb the same• Representing the Process/Team on calls with Client (DELL) that require inputs from an Escalation Management

Duration: Dec 2013 to till date Position: Sr Specialist Quality Job Profile: • Responsible to Perform quality testing on orders Processed• Provide feedback to production staff on error committed.• Update details in the QC Log/ system.• Generate the QA reports and communicate the same to the quality team lead as per the Guideline.• Provide visibility to leadership through reporting on daily& Weekly bases.• Perform ADHOC task as and when assigned.• Regularly work with team coaches on the opportunity areas for the team and explain the importance of quality in the orders processed by the OP.

Duration: from 23rd July 2012 to 6th Dec 2013 Position/Title: Worked as Order Management Associate for EMEA Retail on new process called quote creation.Job Profile: • Responsible to build Quotes for internal Customers (Stake holders). • Ensuring the Quotes meets the customer requirement.• Responsible for setting right Customer expectations.• Engage with various stake holders by creating quotes on time to ensure the order processing flow is not impacted.• Prepare daily dashboard and send it to respective BU’s.• Process online orders as per process requirement.• Even supporting other team’s whenever they are in need of it.

Worked as Order Management Associate (Dell | CSMB Team) till 22nd July 2012Duration: Feb 2011 to 22nd July 2012Responsible for achieving Queue Velocity targets as set by Business.Responsible for processing online orders (EMEA Regions) for meeting Productivity and Quality Targets set by Business.Ensuring the e-order is processed first time right and in tune with order velocity targets.Responsible for auditing e-orders processed for any errors.Ensuring that the order is delivered first time right and minimize incidents (deficit) to BusinessResponsible for setting right Customer expectations.Engage with various end to end stake holders to prevent special causes, excursions & to ensure the order processing flow is not impacted.Prepare Daily backlog file and send it to respective BU’s.Awards: Bronze Award In the month of April 2013 On the spot award for exceptional work in the month of Feb 2013. On the spot award for exceptional work in the month of Aug 2012. On the spot award for exceptional work in the month of Jul 2011.

• Answering calls and troubleshooting the issue if needed. • Using company tools with the help of tools provided by company • Resolving customer issue related to internet services.• Answer calls and assess customer’s issues. • Resolve customer issues or escalate when necessary.• Follow up on issues and inform customer about the status. • Educating customers about issue and resolving they issue.

As a Process Associate my responsibility's are : · Handling accounts (companies)· Registering companies for IT training program, and getting all the paperwork done through IT and HR Managers, Directors and CTO’s.· Getting new employees (students) enrolled in IT training classes. And, helping existing employees with all their technical training needs. As a Data Analyst my responsibility's are: · Preparing certificates for the students. · Keeping track of absent students and reminding them to do the make-up for the missed classes.

· Selling fixed deposits to the existing customers.· Helping existing customers in buying new plans and schemes.· Advising customers to make wise decisions by providing market information (E.g. Interest rates, share market details and etc).· Providing better investment options to the customers.

· Calling existing customers and refilling their Insulin Supply (US Process) · Calling new prospects and selling the company’s services. · Fixing appointments with customers for free demo of home security systems (Canadian Process).