A highly competent professional with 7+ years of progressive success in spearheading customer service initiatives through catapulting the organization’s visibility with a prime focus on process improvement, service delivery, quality and requirement analysis, compliance management, inquiry management, roster management, project management, business analysis, and revenue generation.An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty within the set standards. Prolific experience in handling grievances and delivering services to client satisfaction at the optimum level. Proven analytical skills with the ability to research, gather, analyze and synthesize information from multiple sources.A Proven leader and a mentor while developing and retaining high-performing teams and driving cross-functional collaboration to bring teams together for successful business alignment and rapid execution. Keen business acumen with a forward-thinking and big picture vision: Outperforms in engaging with multiple clients/vendors/business leaders: seamlessly blends with pace, culture, and process. Conversant with MS Office package, Salesforce, and Windows operating system.
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Process TrainerCognizant Jul 2018 - Oct 2024➸ Responsible to manage new hires, backfill, and on-the-job training programs to cross culture and Health Insurance domain➸ Identifying training/refresher needs and creating an action plan to address performance issues➸ Coordinating training programs across Division and ensuring integration of strategy/training inputs across the unit ➸ Steering two projects along with performing the Process Knowledge Test on a monthly basis ➸ Handling data management and responsible for internal & external audit compliance➸ Administering the escalation calls adhering to HIPPA privacy rules➸ Performing quality audits to understand the root cause of the issues and take input on the misses due to knowledge gaps, initiate training plan to cover the knowledge gaps➸ Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution➸ Keeping records of customer interactions, processing customer accounts, and file documents➸ Monitoring calls for the new team and was also accredited as a Call Coaches -
Senior Customer Representative (Voice Uk)Concentrix Oct 2014 - Jul 2017➸ Evaluated the past due accounts and communicated to the customers for the payment of the same ➸ Handled the incoming calls and educated the customers about the payment process of the accounts ➸ Guided the social team in recovering debt on seriously delinquent accounts.➸ Updated and maintained the data about the customer interactions, transactions, comments, and complaints➸ Processed the orders, forms, applications, and request ➸ Ensured customer satisfaction and provided professional customer support
Daphne J Education Details
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Bachelor In Computer Application
Frequently Asked Questions about Daphne J
What is Daphne J's role at the current company?
Daphne J's current role is Process Specialist | Process trainer| Virtual Assistant |Team handling| Customer Service Specialist | Customer Success | Quality Assurance |.
What schools did Daphne J attend?
Daphne J attended Karnataka University, Dharwad.
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