Jasna Bijoy

JASNA BIJOY No: 9, 1st Cross St , Rajalakshmi Avenue , Perungudi, Chennai -600096 Phone:- Email:-----------------------------------------------------------------------------------------------------------------------WORK EXPERIENCE: Working as Team Manager in iBITS Technology Solutions, Chennai from 2014 – Till date. Worked as Team leader in SCOPE INTERNATIONAL (Standard Chartered Bank), Chennai From January 2006 - till March 2012 Worked as Application Engineer in SLASH SUPPORT, CSS Group Company Chennai from November 2004 to January 2006 Worked as Senior Customer Support Representative in ACCENTURE from October 2003 to September 2004 WORK PROFILE: iBITS Technology Solutions: (Jan 2006 till March 2012) Designation: Team Manager • • • • • • • • Drive the delivery of a world-class customer support team Monitor Service Level Agreements and Time to First Response goals and report issues as they arise Ensure that customer cases are handled with the highest technical aptitude and customer service tone Triage, diagnose, and escalate customer inquiries to appropriate teams. Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for the client. Investigate product related issues trends that may arise and document the findings. Manage the day-to-day interactions with your customers and the team Lead, staff, and mentor a team of technical professionals to include setting personal growth initiatives Scope International – Standard Chartered: (Jan 2006 till March 2012) Designation: Team Leader Responsibilities: • Working in Reconciliation department and handling all advanced Recon applications. • Expertise working with advanced macros and bank applications. • Mentoring and Training new associates for process training. • Investigations on transactions that are outstanding and follow up with relevant departments. • Working for four different sites (countries) and handling process for European, East Asian and Middle East Countries • Direct client interaction for process implementation and optimization • • • • • • Handling various other core banking applications and helped the team in successfully achieve set standards. Conducting training sessions for new fund flow procedures and new process implementation. Preparation of MIS reports. Quality training on process and communication etiquettes to new joiners. Responsible for checking and authorizing reconciliations Migration of new processes. Slash Support: (Nov 2004 to Jan 2006) Designation: Application Engineer (Quality Department) Responsibilities: • Preparing reports on team performance in terms of Quality, CSATs and other parameters • Mentoring the team members and manages the team in the absence of the team leader. • Responsibility like call monitoring and giving feed back to new technicians regarding the quality of the call and improving customer handling skills. • Arranges training sessions for the team for ensuring positive customer satisfaction scores. • Taking active participation in providing quality coaching and quality feedbacks • Arranging conference calls with Level 2 support based in US and giving reports and discussing the FAQ of the floor with the KE team • Providing real time technical solution for a leading Networking company. Accenture: (Oct 2003 to Sept 2004.) Designation: Senior Customer Support Representative Responsibilities: • Managing the CSAT scores and providing quality feedback for the associates • Providing real time Email and voice support for a leading ISP in USA. • Mentored new technicians on floor to overcome the learning curve and to deliver the best results. • Identified as the best performer for two quarters, for meeting the expectation set by the organization to achieve client appreciation EDUCATIONAL QUALIFICATIONS: B.SC Computer Applications from St.Agnes College, Mangalore 12th STD Ursuline Sr.Sec School, Kerala 10th STD St.Teresa's Anglo Indian School, Kerala TRAINING PROGRAMME: - Creative Thinking and Personal effectiveness (By People craft - organized by Scope) - Effective Goal setting (Management Program) - Retail Banking (Seminar by Financial Experts) PERSONAL PROFILE: Date of Birth:- Permanent Address: No 9, 1st Cross Street , Rajalakshmi Avenue , Perungudi, Chennai -96 Marital Status: Married Interests and activities : Reading, Gardening, Listening to music Languages: Malayalam, Hindi, English, Tamil DECLARATION: Given a chance to serve in your esteemed organization, I assure you that I will discharge my duties to the entire satisfaction of my superiors. JASNA BIJOY Place: Chennai,India