Poonam Lunthi

•Administered and monitored team of 25 executives for servicing and maintenance of the pension policies
• Conducted Product & Process training for new joiners & monthly Process Knowledge enhancement sessions for existing ones
• Updated & reviewed Business Process Manuals (BPM) as per the timelines & incorporated any process changes/updates during the period in the procedure guide
• Cascaded Technical Instruction Notes (TIN) or any urgent updates received to the team by conducting daily huddles and sharing the daily document with the team
• Conducted calibration calls with the stakeholders to understand their expectations & providing feedbacks, report & resolve queries or escalation
• Conducted frequent Quality Checks on random cases and provided feedback on areas of improvement to the team, have helped to maintain the quality standards
• Ensured proper allocation of work within the team on daily basis by driving team on meeting the expectation set by the client on quality and productivity
• Prepared Root Cause Analysis (RCA) on complaints, breaches & audit errors with corrective & preventive actions. Basis on the RCA provide process improvement ideas
• Collecting and Discussing Feedback on cases from Client and ensuring standardization of process within the team to have quality output
• Handling exceptional priority cases on client request and ensuring to get the work completed within agreed timelines.
• Computation of Team MIS and individual productivity and quality and sharing the same with top management for nominating members for rewards and recognitions

Job Profile:

•To entertain telephonic queries from guests and provide logical solutions to their satisfaction.
•To communicate messages to technical & service staff for quick execution of services on schedule at the earliest best, upholding the prestige of the esteemed organization.
•To maintain a log of customer problems and related processes towards their successful solution.
•To report situational status to the administrative managers and suggest innovative practical solutions

• Handled official communication (Responding to Mails & Calls, Faxes & Couriers)
• Handled Resort Bookings
• Maintenance of administrative requirements of the resort
• Maintain electronic and hard copy filing system
• Perform data entry and scan documents
• Manage calendar for Managing Director
• Run company’s errands to post office and office supply store
• Prepare and modify documents including correspondence, reports, drafts, memos and emails
• Schedule and coordinate meetings & appointments for the Director