Claudia Ignetius

CLAUDIA IGNETIUS Contact No: - /- ★PROFILE: Dedicated and hardworking professional with experience in Customer Service and Data Processing for over 13 to 14 year now. Looking forward to work in an organization where my abilities will be optimally utilized and shall be subjected to new learning’s and also render towards the success and prosperity of the company. ★SKILLS: Customer Service, Communication, Adaptable, Sincere, Interpersonal Skills. ★PERSONAL DETAILS: Father’s Name: Nationality: Religion: Date of Birth: Sex: Marital Status: Languages Known: Late Mr. Ignetius Bira Indian Christianity 22nd December 1980 Female Married English, Hindi & Manipuri Present Address: 94/64, Naya Patty Road Vivekananda Road Kolkata – 700055 Permanent Address: Poumai Colony, Sangakpham Bazar Imphal Municipal Council Imphal East, Porampat Manipur -. ★EDUCATIONAL QUALIFICATIONS: Examination B. A. H. S. S. L. C. H. S. L. C. School / College Scottish Church College, Kolkata M. B. C. Higher Sec. School, Imphal Little Flower School, Imphal Result 2nd 2nd 3rd Year- ★COMPUTER LITERACY: Knowledge in Basic Computer (ms-word, ms-excel, ms-power point) ★SOCIAL ACTIVITIES: Associated with Circular Road Baptist Chapel, Kolkata and Kolkata Youth Fellowship ★WORK EXPERIENCES: a) Spera Digital Consulting Pvt. Ltd. – a private service industry on e-commerce based in Kolkata Designation: Customer Service Manager Period: 21st March 2019 – 16th Dec 2020 Key Responsibilities:  Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.  Responding and resolving customer’s complaints and escalations in Trust Pilot Reviews.  Conducting internal process quality checks & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines  Design Training material, Process Maps/SOP and Documents and, Roadmaps for training. Imparting process training whenever required for any new members. Maintaining Team’s daily report and reports required by clients. Representing the team to the clients. Providing real time basis process support as Subject Matter Expert (SME) as and when required.   b) BT ESERV India Pvt Ltd. – a captive international Telecom Industry; based in Kolkata Centre. Designation: Advisor Period: 2nd Jan 2015 – 15th March 2019 Key Responsibilities:  Processing Customers request and providing resolutions  Maintaining Team’s report / Team’s board / Team’s activity / Team’s work allocation  Coaching and supporting the new Advisors c) Utsav Fashion Private Limited – an international online shopping for Indian Ethnic Wear; based in Kolkata. Designation: Customer Service Executive Period: 9th July 2012 -9thJuly 2013 Key Responsibilities:  Processing/Responding to Customers queries and request through emails.  Maintaining Team’s report. d) Firstsource Solutions Limited (formerly – ICICI OneSource Limited) – an International Operation for UK Mortgage - backend query solving; based in Kolkata Centre. Designation: Senior Customer Service Associate Period: 30th January 2006 – 21st February 2012. Key Responsibilities:  Processing/Responding to Customers query and request  Quality checking and giving feedback to the concerned associate  Providing real time basis process support as Subject Matter Expert (SME)  Design Training material, roadmaps for training and imparting process training whenever required  Driving Kaizen Idea culture in the team for the betterment of the process and the company  Maintaining Team’s report (team tracker capture, faxback tracker etc.) e) Hindustan Lever Network (under Planman Consulting) – a network programme, based in Imphal and monitoring Nagaland and Mizoram too. Designation: Product Trainer Period: April 2004 –June 2005. Key Responsibilities:  Imparting Product and Business training  Maintaining and sending report to the regional office in Kolkata  Mentoring team members in their Team Building  Organizing and managing Seminars ★Place: Kolkata ★Date: (CLAUDIA IGNETIUS)