Amarja Advani is seeking a challenging role in operations in finance that allows her to utilize her professional strengths and skills. She has over 10 years of experience in customer service roles for companies like ADP, ICICI Bank, Convergys, and HOV Services. Her experience includes handling inbound/outbound calls, achieving productivity targets, training new hires, and supervising customer care teams. She has received several awards for her outstanding performance.

1. Resume
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Amarja Advani,
B-10, Flat # 8 Mobile: +91 - 9823020032
Kubera Garden Soc,
NIBM Road, Kondhwa. E-mail: amarja0201@gmail.com
Pune-411048.
Career Objective:
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A challenging role in operations in the field of Finance that will provide utilization of my professional
strengths, superior communication and organizational skills.
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Employment Profile
Job Profile: ADP Pvt Ltd – Unemployment Claims (UC)
Title: Senior Analyst
Duration : April 2014 - till date
 Responsible for delivering Service Level Agreements e.g. achieving targets on Process, Quality
delivery.
 To prioritize tasks and workloads in order of importance
 Perform Inbound/Outbound call services on behalf of various clients. Duties include assisting
clients, coordinating with various departments to resolve claims and following up with the
clients.
 Responsible for sending daily and monthly productivity reports.
 Monitoring team members, thereby ensuring optimum performance.
 Promoting professional and personal development of individual team members by
administering performance evaluations, training needs and career opportunity programs.
 Encouraging open discussion of development need among team members.
 Maintaining Attendance Tracker and Leave Planner
 Making judgments, recommendations, and decisions regarding various trainings/inputs
required.
 Providing front line supervision to the Team, ensuring proper training, support, and knowledge
of the process.
 Analyze and break down of the data received from the client and applying it into Quality
Projects for the process.
 Conducting team meetings, discussing updates and process related issues.
Job Profile: ADP Pvt Ltd – Unemployment Claims (UC)
Title: Analyst
Duration : Oct 2010 – March 2014
 Helped in significantly streamlining process by applying all research methods.
 Consistently achieved productivity targets.
 Provided process training to the new hires and floor support to the team.
 Coordinated with the IT team for system testing and upgradation during weekends.
 Made judgments, recommendations, and decisions regarding various trainings/inputs required.
 Demonstrated flexibility by working varying shifts and responding to unanticipated events.

2.  Assisted Training Manager in creating and updating training materials. Prepared weekly
reports for Team Leader.
 Keeping Track of every Agent’s Productivity.
Awards:
 Have received awards for Outstanding Performance several times.
 Have received compliments from the client.
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Job Profile: ICICI Bank Pvt LTD, Himmatnagar, Gujrath Branch
Title: Customer Care Officer, Customer Complaints Department Retail Banking
Duration : March 2010 till Oct 2010
 Service customer enquiries, determine customer needs and provide solutions with regards to
their banking requirements
 Answered incoming customer service enquiries and advised customers
 Processed transactions; Cash, Transfers, RTGS etc
 Cash handling and balancing with zero errors
 Worked in a team to achieve targets and positive outcomes for customers and the bank
 Educate customers on product options
 Manage and pass on customer feedback
 Made outgoing sales calls to encourage existing customers to upgrade
 Assisted with coaching new staff members
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Job Profile: Convergys Pvt Ltd - Chrysler Financial (CF)
Title: Sr. Customer Care Officer
Duration : Sept 2008 till Feb 2010
 Handling inbound calls for Chrysler Financial customers
 Supporting TL for administration works
 Mentoring new agents
Add On’s:
 Got promoted as a Sr. CCO within 3 months of production.
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Job Profile: HOV Services - US Collections
Title: Collections Representative
Duration : Oct 2006 till Feb 2008
 Recovering outstanding bills for AT&T, American Medical Response (AMR) and Arrow Financial
Services (AFS).
 Mentoring new agents
 I have also handled the responsibility of the team support executive (TSE)
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CBTL – Completed Certified BPO Team Leader Course (QAI/Nascom Certified)
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Educational Qualification:
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PGDBO (Post Graduate Diploma in Banking Operations)
From NIIT-IFBI (Institute of Finance Banking & Insurance) in the year 2010.

3. B-Com (Bachelor of Commerce),
From Garware College of Commerce, Pune (University of PUNE) in April 2008-throughout in first class
HSC Commerce with Information Technology,
From SNDT Jr. College of Commerce, Pune, in the year 2005 with Distinction.
Technical Skills:
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 Excellence in Microsoft Windows & Office and the Internet.
Personal Details:
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Date of Birth : 02 January 1987.
Marital Status : Married.
Languages Known : Read, write and speak English, Hindi, and Marathi.
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I will not leave any stone unturned to fulfill the responsibilities laid on me.
AMARJA ADVANI.