1. ARCHANA SANTOSH
Present Address:
Block No-402, Apt#A-20, Sanskruti Township, Pocharam, Ghatkesar, Hyderabad, AP-500088
Contact No. : (040) 27196153 / +91 9867905470 Email: archies17@gmail.com
Date of Birth : 17th
April 1982
Objective:
To obtain a responsible position in an organization where my knowledge, experience,
accomplishments, proficiency and hard work will allow me the opportunity for growth.
Educational Qualifications
1. Bachelor of Commerce (Accounting) in March 2003 from Mumbai University with 40%.
2. Completed 12th
in March-2000 through Maharashtra Board with 53%
3. Completed 10th
in March-1998 through Maharashtra Board with 42%
Professional Experience
TATA COMMUNICATIONS PVT LTD (January 2014-November 2014)
• Worked in Customer Service Operations Team handling Retention of TC-1200 Corporate
customers Activities which included:
• Retaining TC-1200 Corporate Customers pertaining to telecom sector.
• Preparing daily, weekly, and monthly MIS and sending to the Manager.
• Handling customer escalations through email and on calls and resolving same within
SLA.
• Handling new client enquiries and acting as the face of the business.
• Dealing with, and resolving problems and issues which arise with regards to telecom
service issues.
• Preparing monthly Presentation representing Complete Retention activities handled
during the month.
• Co-ordination with Service Managers pertaining to Retention of their own set of accounts
(Corporate Entities) and getting feedback and update for the same.
• Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives.

2. Chronos Technology Pvt Ltd (January 2013-August 2013)
• Working in Career Intelligence (CI) Platinum Team as Research Analyst.
• Selecting the most appropriate research methodology and techniques.
• Working for qualitative and quantitative research plans for the clients.
• C.V/Resume Analyzing and Profiling in Database as per clients requirements.
• Searching & Posting jobs for the international clients.
• Responsible for analyzing, uploading and presenting results in PJHM Tracker.
• Doing online and external posting for each client.
• Interpreting data, writing reports, and making actionable recommendations.
• Efficient in being able to work through and deal with complex concepts and data.
• Attention to detail.
• Performing QA.
• Responsible for profiling of the new clients and sending them relevant jobs.
• Strong information sourcing/collating skills.
• Preparing daily & critical IDs reports.
• Reporting to the CI Manager.
J P Morgan Chase PvtLtd (February 2010-October 2012)
• Worked in Private Wealth Management under Private Banking in Non Profit & Charitable
Account Administration Department as a Team Member for Back Office Operations
handling activities which includes:
• Training, Leading team, organizing and co-ordinating, planning and execution of action
plans for performance improvement.
• Mentored team-members in issuing Scholarships to Individual students and Grants to
Charitable Organizations as per the process defined.
• Preparing daily workloads for staff & coordinating the daily allocation of work.
• Motivating the team to achieve high standards and KPI targets.
• Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise.
• Mentoring and training up junior and new staff.
• Monitoring & reporting on standards & performance targets.
• Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives.
• Involved in the recruitment of new staff.
• Praise team members and creates a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly.
• Providing prompt and accurate information on individual performance

3. • Mentor new joinees.
• Worked on processes & closed gaps to ensure results were achieved well before the
defined TAT.
• Well-versed with MS-Excel and prepare MIS Reports, and various other reports for the
team.
Zeal Work Solutions Pvt Ltd(October 08-August 09)
As a senior team member this role required supervision, training & reconciliation for the team
which includes
Monitor, facilitate and develop training activities for new agents
• Handled activities responsible for content editing for US client, editing articles for
company profiles and magazines. Handled responsibilities of checking & reconciling the
final write up for the team.
• Handled web based research for Profiles which included updating & innovating processes
to maximize & drive customer excellence.
• Handled updating and Maintenance of Daily MIS for the entire team.
Capita Offshore Pvt Ltd(January 08-September 08)
As a senior team member, this role required supervision, training & handling of various
functions in Insurance - Operations which included
 Worked as Process Associate handling settlement of claims to Policyholders within SLA to
drive customer satisfaction and improve demand management.
 Was nominated to handle Phase 2 of Pearl Process dealing with surrendering of insurance
policies and achieved the targets well before the given timeframe.
 Resolved all customer queries and complaints efficiently and in a timely manner while ensuring
effective networking with key internal contacts.
 Sending quotes to policyholder or Assignee if any thus ensuring all service levels were met
&zero customer grievances.
 Mentored new joinees on systems & processes to enable them to serve the customer better &
to enhance business opportunities effectively taking into consideration the SLA.
W N S (May 06-December 07)
As a senior analyst for back office operations, this role required excellent individual contribution
to achieve team goals & areas of activities were
 Was part of the Centrica Process (British Gas) which handled High Networth clients for UK
Company as Customer Service Associate
 Ensures that all requests & issues of these clients were resolved immediately & sensitively.

4.  Handled all types of customer queries via letters and emails and resolved the same within the
given timeframe.
 Handled escalations and customer complaints in effective manner thus reducing customer
remorse and closing process gaps if any
 Mentored new joinees to understand the processes in an efficient way thus reducing error
rates in their term period.
E-SERVE INTERNATIONAL(Jan 04-Aug 05)
Associated with Consumer Credit Card department in a role which dealt in collection of revenue
from default customers and other responsibilities
 Played an active role in meeting the targets of the team and to achieve the desired service
levels.
 Handled the delinquent accounts across all the buckets into credit card collections.
 Helping new joinees to understand the system and processes.
 Have solved customer queries by liaising with different departments thus ensuring minimum
customer dissatisfaction.
 Received an Appreciation letter for the month of Dec-2004 for closing cycles below target
and providing revenue on reserve accounts thus maximizing profitability for business.
Standard Chartered Bank (June 03-Dec 03)
Associated with Tele Sales Unit in Personal Loans department in a role which dealt in
 Handling marketing of all Standard Chartered products & services.
 Played an active role in meeting targets for the team.
 Preparing Recknors & manuals for Product Information & Systems.
 Timely analysis and compilation of various MIS and Reports.
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SOFTWARE KNOWLEDGE
Operating Systems DOS, Windows 95/98,XP & Vista
Packages MS Office 2000,MS Excel, MS Word, MS PowerPoint
Software Tally ERP 9
Personal Details
Linguistic Proficiency English, Hindi, Marathi & Kannada
Hobbies Listening to Music, Playing Badminton, Shopping & computer savvy