Chetna Agrawal
Process Trainer
Bayan Lepas, Penang,Malaysia
Summary
Experienced with over 10+ years in various industry. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic to work for global operations, and eager to contribute to team success, understanding for expectations and training.
Motivated to learn, grow and excel in Social Media and Customer Support.
Overview
2
2
Languages
1
1
Certification
3
3
years of post-secondary education
11
11
years of professional experience
Work History
Process Trainer
Teleperformance Malaysia
Penang, Penang
11.2018 - Current
- Supporting Concierge (White Glove) for leading Social Media.
- Trainer : Preparing new recruits with product and process fundamentals to support Government, Political & Non Profit Organization customers queries via email and chat for Asia Pacific region.
- Conducting time to time refresher and up skill training.
- Weekly calibration with Quality Assurance and Operations for process improvement.
- Support PAN India & Asia Pacific (English) emails and chat for Government, Political and Non profit entities.
- Case assignment, maintain SOP, and updating contents excel as Customer support advisor
- Performed as Subject Matter Expert, and established client visits.
- Accomplished 98% customer satisfaction.
Senior Process Developer
Genpact India Pvt. Limited
Gurgaon, Haryana
04.2014 - 10.2017
- Maintain daily reconciliation of trades in reconcile rate, quantity, and match with correct agreement of breaks.
- Senior Executive for one of top most Financial and Investment Bank, USA (Stock Market) Process.
- Analyses and manually reconcile receivable invoices and reports from all brokers.
- Handle and reconcile data of multiple exchanges.
- Prepare daily reports and Key Performance Information and dashboard for team and individual performance.
- Working in Intelimatch Rumba & Colleen applications to update & reconcile daily Collateral Reports, Custodians & Equities as per invoices received.
- Prepare files for daily reconciliation in MS Excel by using sorting, filters, pivot tables, v-look up, and other functions.
- Performed as Assistant Supervisor for Members claims team.
- Handles One O One sessions with 4 Process Associates and 2 Developers.
- Organize 50% Team meetings in Manager/ Supervisor absenteeism.
Resource Coordinator and Team Lead
Educomp Solutions Pvt.Limited
Gurgaon, Haryana
02.2011 - 03.2013
- Responsibilities Prepare and handle all Management Information System reports, audits, Key performance Information dashboard promptly.
- Organize visits and meetings for Managers and Senior Managers.
- Built strong relationships with clients through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Assisted area manager with new hire processing and existing training programs.
- Lead team members while providing exceptional service.
- Identified stock imperfections, assigned grades and noted production concerns based on weekly and monthly inspections.
- 40% work as resource coordinator to create prototypes of new presentation and training materials.
Primary Teacher
Christian Missionary School
Guna, India
03.2007 - 03.2010
- Instructed groups of up to 60 students and provided individual support as needed.
- Organized classroom supplies and decorated walls to create fun, nurturing settings and meet learning needs.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Collaborated with team of faculty to develop after-school tutoring program for students in need of extra help.
- Graded and evaluated student assignments, papers and course work.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
Education
Bachelor of Science - Biotechnology
Jiwaji University
Gwalior, Madhya Pradesh, India 07.2003 - 07.2006
Skills
Employee Performance
Certification
IELTS
Timeline
IELTS
12-2020
Process Trainer
Teleperformance Malaysia
11.2018 - Current
Senior Process Developer
Genpact India Pvt. Limited
04.2014 - 10.2017
Resource Coordinator and Team Lead
Educomp Solutions Pvt.Limited
02.2011 - 03.2013
Primary Teacher
Christian Missionary School
03.2007 - 03.2010
Bachelor of Science - Biotechnology
Jiwaji University
07.2003 - 07.2006
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