Ankita Pawar
Sharjah
Summary
Experienced Process Trainer with demonstrated history of working in Banking and Insurance Industry. Skilled in Life Insurance Customer Experience and Team handling.
Overview
10
10
years of professional experience
Work History
Process Trainer
Kotak Life Insurance Company
06.2019 - 08.2023
- Created unique materials to support training programs.
- Provided subject matter expertise on Customer Experience
- Delivered robust training courses via classroom and e-learning programs.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
- Trained and mentored 20 new personnel hired to fulfill various roles every month.
- Established and maintained quality control standards.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Built and maintained professional relationships with stakeholders.
Senior Customer Service Representative
Intelenet Global Services
05.2015 - 06.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
Receptionist
5asec Textile Expert
04.2013 - 01.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Ensuring Timely Delivery to our customers
Education
Degree Bachelor of Commerce -
Mumbai University
Mumbai02.2018
Higher Secondary Education -
Khar Education Society's College of Commerce
Mumbai02.2013
Secondary School -
St. Elias High School
Mumbai03.2011
Skills
- Knowledge of BFSI Industry
- Excellent Communication skills
- Process Improvement Strategies
- Innovative Training Approaches
- Training Program Development
- Leadership and positive approach
- Reasonable knowledge in computer aspects
- Microsoft Office( Word, excel, and Powerpoint)
Accomplishments
- Achieved 100% Training Throughput
- Continuance Improvement in Training
- Awarded with the annual Value Cheque for providing the Best Customer service
- Awarded with Gifts and Cash Value Voucher for Achieving 100% CSAT scores
Languages
English
Upper intermediate (B2)
Hindi
Elementary (A2)
Marathi
Elementary (A2)
Personal details
Date of Birth : 25 August 1994
Nationality: Indian
Martial Status: Single
Passport number : W4857213
Visa status : Visit Visa
Visa expiry : 29 November 2023
https://www.linkedin.com/in/ankita-pawar-25ba31247
Strengths
Positive approach
Confident
Sincere
Dedicated
Declaration
I hereby declare that all the information furnished in this document is free from errors to the best of my knowledge.
Regards
Ankita Bhagwat Pawar.
Timeline
Process Trainer
Kotak Life Insurance Company
06.2019 - 08.2023
Senior Customer Service Representative
Intelenet Global Services
05.2015 - 06.2018
Receptionist
5asec Textile Expert
04.2013 - 01.2014
Degree Bachelor of Commerce -
Mumbai University
Higher Secondary Education -
Khar Education Society's College of Commerce
Secondary School -
St. Elias High School
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