Mahima Agarwal Email & Phone Number

Mahima Agarwal is a Seasoned professional with 12+ years of experience in customer experience, team management, program management & training. Ex Genpact I Ex Barclays at Pearson.

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  Senior Program Coordinator

  Pearson

  Nov 2019 - Present - Noida, Uttar Pradesh, India

  • Ensure all Customer Service enquiries are progressed or completed in an appropriate manner, within the defined (SLA).• Provide an outstanding customer experience including consistently high levels of attention to detail and Quality.• Taking full ownership of customer issues and managing the communication through various channels.• Handling challenging/complex cases and find a resolution during a call and following the appropriate escalation steps if necessary• Efficiently managing PTE cases and managing level-2 escalations.• Creating WFM reports for all the teams and assist in allocating work to the team.• Creating a detailed dashboard on a weekly basis to identify gaps and trends.• Providing training to new employees and cross training to existing employees on PTE cases and emails.• Helping the team with the best practices on emails and providing resolution at first point of contact.• Created SOP’s for PTE training to streamline the process and to increase the productivity of the team and helps in training new hires.• Active member of the team that was working on Ignite when Ignite was launched. Helped the team in identifying bugs in Ignite and making it more efficient to use.