Sonal Trivedi Email & Phone Number

India

Mumbai, Maharashtra, India

Working as Sr. Team Leader with UK clients.Roles and responsibilities:➢ Handling a team of 15 CSR's who handles the query of UK based account round the clock➢ Preparation of QRG and knowledge base➢ Team Management for high revenue UK based companies ➢ Aptly reverting the client's query within the timeframe of deadline➢ Conducting monthly business audit and review with the client to measure performance➢ Handling make or break escalations that are critical in nature ➢ Client accounts management➢ Synchronizing internal teams for the smooth flow of operation➢ Conducting regular huddles and meeting with my team to maintain the smooth flow of operations➢ Improvising the existing process to provide impeccable agreement with a goal of long term association with the client➢ Reviewing the contract between the client and company to gauge the vision of both the parties➢ Ensuring fun activities among team members to maintain the culture and values of the company

Mumbai Area, India

Thane

Looking after UK communications,interacting via email

Mumbai Area, India

➢ Maintaining Service Level Agreement (SLA) with 80% and above. ➢ Precisely dealing with pre/post background screening of candidates.➢ Customer Account Manager for major key clients like HSBC Bank, JPMC and Microsoft.➢ Handling clients need based on their requirements as discussed in emails and on phone.➢ Keeping track records of different assignments given by client and preparing weekly and monthly reports for the same.➢ Coordinating with client and acknowledging them within the timelines.➢ Solving complaints and maintaining the report of the same.➢ Assisting on queries and clarifications.➢ Active participation in team briefings and assisting in solutions for the process➢ Training conducted for Associates level in terms of process and handing over the client➢ Handling floor when TL is absent or on leave.

Bachelor'S Degree, Commerce, 1St Class

Activities and Societies: Awards in inter college Umang Dance Competition

Diploma In Software Testing, Manual And Automated Software Testing, 1St Class

Activities and Societies: ORANGE HRM PROJECT: Test cases and objectives written and performed as well PowerPoint presentation on the same..

High School, 1St Class

Activities and Societies: More than 25+ appreciation mails from the clients as well as internal management. Various certificates, trophy’s.