Archana Sinsinwar
Hillcrest,Hamilton
Summary
Organised and adaptable professional with 7+ years of experience in customer service, telecommunications and financial services. Skilled in service assurance, project coordination, and NRI relationship management. Proven problem-solver with excellent team-building skills, thriving under pressure. Talented Manager with expert team leadership, planning and organisational skills built during a successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dominos
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Store Assistant
Bal Brothers Pvt Ltd
07.2024 - 09.2024
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Resolved customer complaints professionally, turning negative experiences into positive outcomes.
Non-Resident Individual (NRI) Manager
ICICI Bank Ltd
09.2022 - 05.2024
- Assisted new clients with account opening and ongoing maintenance
- Managed NRI clients, providing personalized financial advisory services
- Ensured regulatory compliance in transactions and client documentation
- Delivered excellent customer service and resolved client inquiries
- Developed a network within the NRI community and financial industry
- Monitored client portfolios and conducted regular review meetings
- Tracked and reported on client acquisition, retention, and sales targets.
- Managed a team of 10 employees to be productive and engaged in work.
- Maintained Portfolio of more than 300 International customers.
Senior Process Analyst
Tata Consultancy Services (National Broadband Network (NBN))
03.2018 - 03.2022
- Provided technical support and customer service for fiber and copper pre-design routes
- Used Spatial Net (AutoCAD) for planning and designing FTTB/FTTC/FTTN/HFC
- Managed service activation tickets and provided end-to-end support
- Assisted with technical queries and supported field teams
- Handled complex requests and escalations, maximizing process efficiency
- Provided training and maintained work reports
- Liaised with staff managers to collaboratively design process change implementation plans.
Process Analyst
Cognizant Technology Solutions India Pvt Ltd (Telstra Telecom)
02.2017 - 03.2018
- Managed tickets and made outbound calls for PSTN and ADSL services activation and deactivation
- Assisted customers with NBN order queries and managed order health
- Preformed line tests and resolved technical issues, especially with NBN-compatible modems
- Worked on applications like CRM, MS Office, Spatial Net, and Maximo.
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
Education
Master of Business Administration (Operations Management) -
Chennai University
03.2019
Bachelor of Arts in Economics -
Mumbai University
11.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call centre experience
- Sales and Marketing
- Staff Training and Development
- Technical knowledge
- Staff Management
- Goal-Oriented
- Training and mentoring
- Strategic Planning
Certification
- HR Generalist Programme
- Professional Development Credits (PDCs) for Strategic Human Resource Management (SHRM)
Languages
English
Hindi
Timeline
Customer Service Representative
Dominos
07.2024 - Current
Store Assistant
Bal Brothers Pvt Ltd
07.2024 - 09.2024
Non-Resident Individual (NRI) Manager
ICICI Bank Ltd
09.2022 - 05.2024
Senior Process Analyst
Tata Consultancy Services (National Broadband Network (NBN))
03.2018 - 03.2022
Process Analyst
Cognizant Technology Solutions India Pvt Ltd (Telstra Telecom)
02.2017 - 03.2018
Master of Business Administration (Operations Management) -
Chennai University
Bachelor of Arts in Economics -
Mumbai University
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