POOJA AGRAWAL
North York,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Workflow Specialist (Support Analyst)
Tata Consultancy Services Canada | Client : TD Bank Canada
06.2022 - 05.2023
- Perform as support analyst for a leading bank (TD BANK) as a third party vendor. Upload the information into the client application. Validate the information received using existing guidelines.
- Check with the SME client for any clarification and make necessary changes. Assist in process improvement initiatives with the help of supervisor.
- Responsible to resolve incident, maintain the SLA for productivity and easy flow of work.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Performing the claims on all the stages and help the client with meeting the queries generated by customer regarding their frauds.
- Document new situations encountered to build reference document for future. Perform quality check using standard QC checklist.
- Enroll for relevant learning / development programs to bridge competencies gaps in consultation with TL. 12. Work with different in-house tools like PEGA, TSYS, PRM, VROL, HOST and DPM
- Determined existing fraud trends by analyzing accounts and transaction patterns. Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties .Participated in group discussions with team members to develop new ways to combat fraud.
- Input information regarding fraud investigations into detailed reports for submission to clients. Made recommendations for closing accounts and performed associated follow-up.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills. Served as primary contact for fraud claim inquiries.
- Able to meet with the technological and confidentiality requirements of the role (i.e., private and quiet space, Internet connectivity, etc. Working in a team and metrics-based performance environment
- Resolve problems at first point of contact in a friendly and helpful manner, and maintain relationships with partners
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- provide advice to clients to meet their immediate security needs and provide tailored solutions to protect them and prevent fraud losses
Sales and Operation Trainee
Havells India Ltd
Greater Noida, New Delhi
06.2019 - 11.2019
- Maintaining and developing relationships with existing customers. Sales Management: Through dealers/ Indirect channels and retailers in achieve monthly sales target
- Coordination with Interior designers, constructor and electricians, electric contractors, engineers an architects for acquiring more projects for better sales
- Advising on forthcoming product developments and discussing special promotions.
- Perform within different departments to gain perspective of the marketing, sales, purchasing, customer service, merchandising and personnel of each department within the organization
- Worked cross functionally across Operations, Asset Management, Sales, Quality and Retail departments to learn the essential management functions of each Practices and tests sales strategies by calling existing and new clients
- Assist the sales team by checking quantity of items on sale and in stock and coordinate efforts with vendors and suppliers to ensure prompt delivery of stock
- To proactively identify and assist the Sales and Marketing Manager and other senior managers to obtain real and sustained, continuous improvement, throughout the business and execute same in a timely manner.
- Collaborated with team leaders to devise and implement solutions for issues and non-conformities. Displayed strong telephone etiquette, effectively handling difficult calls.
Management Intern
Delhi Financial Corporation
New Delhi, New Delhi
06.2018 - 08.2018
- Project- “Study on the financial position and vital role of Legal aspects in Delhi Financial Corporation”
- Understand the difference between executive-level and detailed project status reporting using MS PowerPoint.
- Earn and master internal operations, including but not limited to accounting, event planning, finance, human resources, payroll, marketing, relationship building, customer service, sales, daily operations, etc .Research market trends and make suggestions about new product lines .
- Analyzed performance growth with management . Communicate professionally using effective verbal/written skills. Examine, Evaluate and process loan applications , debit card, credit card.
- Resolved client issues by delivering excellent customer service and maintaining positive attitude. Prepared and reviewed documents for potential and existing clients.
Education
MBA - Finance and Marketing
Guru Gobind Singh Indraprastha University
New Delhi07.2019
Bachelor of Commerce (Honors) - Accounts and Commerce
Aligarh Muslim University
India07.2017
Skills
TECHNOLOGY SKILLS:
- Basic Knowledge of Agile methodology
- Basic Knowledge of Jira Tracking Tool
- Technical proficient in MS Word, Excel, PowerPoint
- Knowledge of Dialux design software
- Basic Knowledge of SQL Python
- Trained in Software like PRM , DPM , HOST , TSYS , VROL
Soft skills
- Good Verbal and Written Communication
- Quick Learner and Active Listener
- Have a good quality for adopting new concepts as well as responsibilities
- Good Problem Solver & Analytical thinking
- Good Presentation & Orientation Skills
- Risk Level Determination
- Fraud and Anomaly Analysis
- Reporting and Alerts
- Problem Resolution
- Good Work Ethic and Customer Support service
Additional Information
- Status in Canada - Permanent resident
Timeline
Workflow Specialist (Support Analyst)
Tata Consultancy Services Canada | Client : TD Bank Canada
06.2022 - 05.2023
Sales and Operation Trainee
Havells India Ltd
06.2019 - 11.2019
Management Intern
Delhi Financial Corporation
06.2018 - 08.2018
MBA - Finance and Marketing
Guru Gobind Singh Indraprastha University
Bachelor of Commerce (Honors) - Accounts and Commerce
Aligarh Muslim University
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