Sangeeta Vijayan Operational Trainer

M

Operational Trainer

MIHIR INFINITE SERVICES PVT LTD

Nov 2020 - Oct 2021 (1 year)

• Processing emails, webchat and phone calls.
• Overseeing all activities within my team in the absence of Team Leader.
• Using CRM application to check the quality of the teams in the absence of TL.
• Maintaining my SLA's, quality, productivity and CSAT.

K

Support Specialist

Kale Logistics Solutions Pvt. Ltd.

Oct 2018 - Dec 2019 (1 year 3 months)

Worked as a Support Specialist.
• Follow-up on open tickets to ensure we adhere to the SLA.
• Liaison with internal teams for knowledge sharing, issue resolution.
• Vendor invoicing & charge-backs,
• Staffing and roster management.
• Customer on-boarding, experience management.
• Registrations & airline configurations.
• Support over calls.
• Managing Team.

Senior Associate (Pension Administrator)

Willis Towers Watson

Nov 2016 - Feb 2018 (1 year 4 months)

Worked under Technology & Administration Solutions (TAS) Department as Senior Associate (Pension Administrator).
• Worked within an administration team servicing both member and client queries in relation to occupational pension schemes i.e. DB or DC Pensions Administration scheme.
• Communicate effectively with clients/members/LOA/POA via email and letter.
• Deal with queries and requests by the use of standard letters and reference to procedures.
• Recognize and escalate potential problems and potential complaint cases.
• Ensure complaints procedure is adhered to and that all complaints are immediately notified to the complaint department.
Sangeeta Vijayan
• Consistently giving the quality work wi

P

Process Expert

Pension Servicing Team

Jan 2013 - Jan 2016 (3 years 1 month)

The most complicated process and required someone who had good knowledge of the process. It's basically handling all the pension-related queries of UK customers who have bought pension policies with our company.
• Handling the team in the absence of Team Manager. That is the allocation of cases and getting all the SLA cases completed and any queries received from onshore.
• Quality check of the cases completed by associates.
• Training and updating the process to my team whenever required.
• A conference call with onshore clients with regards to the process improvement.
• Point of contact for any queries related to the process.
• Managing and preparing different reports related to process E.g. Quality dat

S

Process Expert

Scottish Mutual Assurance Pension Team

Jan 2011 - Jan 2013 (2 years 1 month)

The process was moved from Pune to Mumbai as the onshore client was not happy with the Pune Team. I being the Process Expert was given the task to get competent in all the queues and give the training to other teams and the knowledge was transferred completely to the new Mumbai Team.

• Handling the team in the absence of Team Manager.
• Training and updating the process to my team
• A conference call with onshore clients with regards to the process improvement
• Point of contact for any queries related to the process.

Process Expert

Capita

May 2008 - Oct 2016 (8 years 6 months)

Was working in Pension Transfers Team from 2008 to 2009 and was competent in almost all the books as I was good at getting learning. Was handling UK customers wherein the request for transferring their pension policy to another scheme until the finalization of pension transfer was handled.

Process Expert for Pension Transfers Team for 2008 to 2011.

• Handling the team in the absence of Team Manager. That is the allocation of cases and getting all the SLA cases completed and any queries received from onshore.
• Quality check of the cases completed by associates.
• Training and updating the process to my team whenever required.
• A conference call with onshore clients with regards to the process impro

Process Associate

TATA

Apr 2007 - May 2008 (1 year 2 months)

• Worked as Process Associate.
• Preparation & clearing of the Custom Entry invoices for the Freight Agent DHL (U.K).
• Create focus on efficiency, productivity and quality.
Sangeeta Vijayan
• Ensure optimal utilization in the project.
• Provide transition support when required.
• Ensure span of control and PHI compliance
• The project includes processing of the cargo flights shipments from worldwide. It was basically on the Customs Rules & procedures laid by HMC&E, for clearing the imports goods that come to U.K through Freight Agent DHL.

G

Proofer

GILTEDGE INFOTECH SERVICES Ltd.

Jun 2005 - Apr 2007 (1 year 11 months)

As a Proofer in Business Transcription, I was responsible for ensuring the accuracy and quality of transcript files by meticulously proofreading and editing them within the allocated time. I provided support to transcriptionists, assisting them with any challenges they encountered during the transcription process. While my role did not directly involve administrative assistance, the organizational skills I developed in managing deadlines and coordinating with team members were essential in maintaining workflow efficiency and ensuring high-quality deliverables.

Y

Administrative Manager

Y.B Educational System

Nov 2002 - May 2005 (2 years 7 months)

Managed Emails, Deadlines, Documentation review, Meeting Schedule, and team co-ordination.

Sangeeta Vijayan

About

Detail

Timeline

Résumé

Sangeeta Vijayan

About

Detail

Behavioral traits