Rashika Mathur
Team lead
Hyderabad
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Team Lead
LTIMindtree Ltd
Hyderabad
11.2017 - Current
- Established milestones and objectives based on input from functional areas and stakeholders.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and fast-paced environment.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Built teams to address project goals and objectives.
- Interacted with customers and clients to identify business needs and requirements.
- Directed and supervised team of 35 members engaged in project improvement and development.
Customer Service Representative
ADP
Hyderabad
10.2016 - 08.2017
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Increased efficiency and team productivity by promoting operational best practices.
- Exceeded performance metrics consistently, earning recognition as top performer within the team.
- Handled 40 customer inquiries per day.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Executive
HSBC
Hyderabad
06.2013 - 08.2016
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Educated customers about billing, payment processing and support policies and procedures.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Executive
Sitel India Ltd
Hyderabad
11.2011 - 05.2013
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Described product and service details to customers to provide information on benefits and advantages.
Education
MBA - Finance And HR
Osmania University
Hyderabad, India 06.2011 - 03.2013
Bachelor of Commerce - Finance
Osmania University
Hyderabad 06.2008 - 04.2011
CEC - Civics, Economics And Commerce
Nava Chaitanya Junior College
Hyderabad 06.2006 - 04.2008
Some College (No Degree) -
Nrupatunga High School
HyderabadSkills
Multitasking Abilities
Financial Management
Lean / Six Sigma
Time Management
Written Communication
Timeline
Team Lead
LTIMindtree Ltd
11.2017 - Current
Customer Service Representative
ADP
10.2016 - 08.2017
Customer Service Executive
HSBC
06.2013 - 08.2016
Customer Service Executive
Sitel India Ltd
11.2011 - 05.2013
MBA - Finance And HR
Osmania University
06.2011 - 03.2013
Bachelor of Commerce - Finance
Osmania University
06.2008 - 04.2011
CEC - Civics, Economics And Commerce
Nava Chaitanya Junior College
06.2006 - 04.2008
Some College (No Degree) -
Nrupatunga High School