Summary
Overview
Work History
Education
Skills
Timeline
Generic

SONALI JHAMB

Sydney

Summary

I am a highly motivated individual with a keen enthusiasm for embracing new challenges. I possess a strong work ethic, adaptability, and exceptional interpersonal skills. Proficient in working independently, I excel in quickly acquiring new skills. As an adept Operations Analyst, I am skilled in supporting system management and resolving issues to enhance records management. With over a decade of experience, I have effectively managed customer activities, addressed technical challenges, and maintained system functionality. I have a proven ability to evaluate operational procedures, offering hands-on expertise in analyzing records and troubleshooting complex issues. Furthermore, I am accomplished in navigating current compliance regulations and service-level agreements, ensuring strict adherence to updated standards.

Overview

14
14
years of professional experience

Work History

IT Analyst

Allianz (via TCS) Operations Team Lead
04.2022 - Current
  • Managing a team of 7 from offshore, who are responsible for supporting Allianz batch operations in a 24/7 working model.
  • This includes providing leadership, coaching and mentoring to team members to ensure that they have necessary skills and knowledge to perform their roles effectively.
  • Managing team schedules, workload allocation and ensuring that appropriate training and development opportunities are provided to team members.
  • To ensure the smooth operation of Allianz batch operations and delivering high quality services to stakeholders in a 24/7 working environment.
  • Primary point of contact for all escalations related to batch operations.
  • Organising monthly learning sessions for the team to ensure everyone is on the same page in terms of process knowledge.
  • Managing communications during high impact incidents to provide status updates, resolve issues and manage stakeholder expectations.
  • Managed a short-term project at Westpac for six months, where my responsibilities included serving as a Databricks account administrator. This involved tasks such as adding users to the account, assigning administrative roles, allocating users to workspaces, and configuring data access across those workspaces. Additionally, I created and configured workspaces on cloud resources, monitored data usage, and handled account identities, settings, and subscriptions. I also possess some expertise in data modeling and report building using Power BI.

Senior Media Analyst

Zimplistic India Pvt. Ltd.
12.2017 - 10.2019
  • Handled Facebook page to ensure that all customer requests / complaints are managed to excellent professional standards and within Zimplistic terms and policies
  • Closely monitor customer posts on Facebook page and approve it with a resolution
  • Capture all customers contact accurately and concisely within the data capture systems and ensure data maintained
  • Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues
  • Utilise appropriate tools to ensure the customer receives relevant and accurate information at any time
  • Share information and knowledge with the other team members to reduce the number of repeated issues
  • Demonstrate ownership of customer issues and work proactively with Zimplistic internal groups to resolve issues in a timely manner
  • Work closely with teams from Sales and Support regarding order/ refund/replacement related queries
  • Monitor the company's social media accounts and offer constructive interaction with users
  • Develop daily monthly reports on emerging social media trends that will be submitted to the management and executive teams
  • Analyze the long-term needs of the company's social media strategy and offer timely reports to the management and executive teams that outline any necessary changes.

Media Executive

Cheil India Pvt. Ltd. (A SAMSUNG Group Of Co.)
06.2016 - 07.2017
  • Dealt with client issues related to Samsung products and finding answers, resolving issues, providing assistance
  • Utilized latest training support standards and procedures to provide high level of customer service
  • Helped company attain the highest customer service ratings, sales number which generated revenue
  • Assisting live customers via chat, call or email whenever required
  • Set up SOP's, KRA with clients for Flipkart chat process
  • Taking feedback from customers to improve experience while on chat.

Senior Team Member

IBM Concentrix (Sprint)
08.2014 - 06.2016
  • Deals with queries related to customers' bills, plans, bill explanation, phone activation, bill payment, phone troubleshooting, adding new services to the phone number etc
  • Track and follow-up all customer requests in a timely manner
  • Maintain broad knowledge of all phones, promotions
  • Greet and address customers in a friendly and respectful way
  • Answer multiple questions at the same time
  • Handle dissatisfied customers regarding coverage and networking issues
  • Type fast so that customer does not have to wait for so long to ensure customer satisfaction.

Team Member

BA Continuum India Pvt. Ltd.
05.2013 - 07.2014
  • Deals with queries related to customers checking and savings account
  • Help customers on following issues via chat and email - Issue and replacing debit card, submit account closure request, helps in transferring funds domestically and internationally, check for the timeframe of the availability of funds, helps customers with scheduling bill payment etc
  • Track and follow-up all customer requests in a timely manner
  • Maintain broad knowledge of all products, services and promotions
  • Greet and address customers in a friendly and respectful way
  • Answer multiple queries of customers at the same time
  • Handle unsatisfied customers in a polite and professional fashion
  • Type fast so that customer does not have to wait for so long to ensure customer satisfaction.

Senior Process Executive

Infosys B.P.O Ltd.
07.2010 - 04.2013
  • Key Responsibilities: (Yahoo!) Building and scheduling creative for different positions and different web pages and mobiles using different technologies
  • Frequent liaison with clients and agencies for creative
  • Revising the campaigns as per their performance for better benefits to the advertisers
  • Revisiting the campaign to check the delivery of the campaign and analyze the campaign on various aspects like Impressions, clicks, conversions and Pricing
  • Key Responsibilities: (Vodafone) Order, monitor, track and manage the flow of fixed and mobile electronic carrier data from multiple data sources and multiple countries into centralized data staging systems
  • Monitor, track and manage the flow of centrally stored data into downstream business applications
  • Escalate incidents to Tier 2 Data Analysts where required
  • Ensure data is delivered against agreed timelines and quality standards
  • Responsible to raise change requests through BMC remedy
  • Handing customer or data originated incidents within agreed times as well as responsible to transform data into standardized format after raising CSA/DSA cycles
  • Effectively investigate data consistency issues in the database and also any Customer reported spend discrepancies with the help of SQL queries.

Education

BACHELOR - Computer Applications

University Of Rajasthan, Alwar
01.2010

Skills

  • MS Office, Windows & Internet Applications
  • Talisma, Live Person, Right touch and CRM
  • SQL
  • Zendesk
  • Control-M
  • Leadership Training
  • Team Development
  • Strong Team Building Skills
  • Training And Coaching
  • Team Training

Timeline

IT Analyst

Allianz (via TCS) Operations Team Lead
04.2022 - Current

Senior Media Analyst

Zimplistic India Pvt. Ltd.
12.2017 - 10.2019

Media Executive

Cheil India Pvt. Ltd. (A SAMSUNG Group Of Co.)
06.2016 - 07.2017

Senior Team Member

IBM Concentrix (Sprint)
08.2014 - 06.2016

Team Member

BA Continuum India Pvt. Ltd.
05.2013 - 07.2014

Senior Process Executive

Infosys B.P.O Ltd.
07.2010 - 04.2013

BACHELOR - Computer Applications

University Of Rajasthan, Alwar

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