This document provides a summary of the candidate's work experience and qualifications. The candidate has over 7 years of diverse experience in roles such as office administration, knowledge management, training, and recruitment. They currently work as an administrative assistant at a legal consultancy in Dubai where they handle wills, divorces, company formations, property matters and more. Previously they held roles in customer service, operations, and training for various companies in India including Tata Consultancy Services, Tech Mahindra, and Wipro where they managed teams and clients. The candidate holds a Bachelor's degree in Commerce from Calcutta University.

1. Summary
 More than sevenyearsof diverse experience withdifferentrolesfrom office administration, Knowledge/People
management,Training,Recruitment.Perfectcombinationof variousaspectsof managerial andsoftskillsmakes
an ideal fitmentforvarietyof roles.
 ExcellentCommunication,timemanagementskills andinterpersonal skills. Expertiseintelecommunications
productand procedures.Managedretail andcustomerservice teamsforVodafoneAustraliaoperations.
 SpecializationintrainingteamsforProcess/productandsoft skills.
 Strongattentiontodetail,problem solvingskills andinspire teamstodelivermeasurableresults.
EXPERIENCE:
Function:Admin Assistant, TWS Legal Consultant
Year: April 2016 – Present| Dubai, UAE
Job Description:
WILLS:
 Drafting of DIFC Wills, UAE Wills, Corporate Resolutions, Powerof Attorney, GuardianshipDocuments
 Handling endto end processfrom the time the customerhas met a Legal Consultanttill the customer has
registered their Wills.
 Assist customerswith understandingproductsandservices, Identify andresolving customerproblemsor assignto
an appropriateresource, Documentcustomerinteraction information.
 Handling endto end processregarding Divorce matters, family issues, child custody.
OFFSHORE:
 Handlingend toend processof setting up offshore companiessuchas JAFZA offshore, British Virgin Islands, StKitts
andNevis, Seychelles
Saurav Agrawal
Cosmos,Meenabazaar,Dubai | AdminAssistant
Current company – TWS Legal ConsultantDMCC
M: +971 52 184 2140 | E: sauravagrawal286@gmail.com|
Saurav.agrawal22 saurav-agrawal-030744113/linkd/in

2.  Handling endto end processof settingup onshorecompaniesundervariousfreezone’s such as DMCC, andDWC.
 New Employee Visa Application: Handling end-to-end visa application of employees under freezone companies.
Keepingmyself updatedwithrenewed visaproceduresandprocess. Maintainingrecordsof each employee suchas
insurance, medical.
 Emirates ID application:Handlingend-to-endtoprocessofEIDapplication. Following upwith Ahmed for delivery of
original document. Handing over original ID to the employee upon approval and recording the same in the
respective file.
 Handling endto end processof property purchaseandproperty transfer from individual tooffshore company.
 Draftingof CorporateResolutions, PowerofAttorney withregardstocompany formation, property matters,change
is shareholding, etc.
 Correspondencewith the clients via emails andtelephone conversation, handlingqueriesandproviding
resolutionon a case to case basis.
 Maintainingfiles with all the correspondence, company register, original documents, telephonenotes, company
stamp, etc.
 Research and keeping myself updated with recent process guides, annual return for each jurisdiction, fees
structure, legalization process, notarizationrequirements, etc
 Maintainingbilling records and obtainingapprovalof each invoices before processingany/all payments.
Function:Shift Lead, Tata ConsultancyService Pvt. Ltd. {Across the Globe User}
Year: December2014 – February 2016 | 1yrs 2Months | Mumbai,India
 Supervisingateamof 15 individuals tomanage B2B requestforusersacrossthe Globe.
 Responsibilitiesundertaken:
 Performance managementof eachindividual rangingfromefficiency,productivityand userexperience.
 Creatingan environmentwhichbooststeammorale andprovidingguidance towardsgrowth.
 Managing user’sescalationstoensure userssatisfaction.
 GeneratingreportsforTeamperformance,attendance and average handlingtime.
 Manage day to dayactivityincludedhandlingclientrequestforreportsonteamperformance, handoverof
ticketscreatedduringeachshift(APAC,EMEA,NAM/LATAM),equallydistributionof ticketbetween
advisors.
 Create PPTfor MonthlyBusinessReview andpublishteamscore cardfor the month.
 Publishweeklyqualityreportandinitiate teamhurdle.
 Co-ordinate withthe Operations teaminordertoobserve smoothtransition andhire new recruits.
Function:BusinessAssociate,Tata Consultancy Service Pvt. Ltd. {Across the Globe User}
Year: June 2014 to December2014 | 6months | Mumbai, India
JobDescription:
 Providedtechnical andfunctional supportas level1on CITIKYC application.
 Handingall issuesandqueriescomingfrom CITIKYCusers all acrossthe Globe.
 Helpedintestingthe applicationassoftware testerinthe initial stage of applicationlaunch.
Function:Team Coach, Tech Mahindra BusinessServicesPvt.Ltd.
Year: Feb2013 to Feb2014 | 1Yrs |Mumbai,India

3.  Supervisingateamof 10 individualstomanage customer requestsforVodafone
telecomAustraliaCARE
 Responsibilitiesundertaken:
 Generatingreportsrepresentingteam trendsandanalysisbasedoncustomersatisfactionrating.In
depthanalysisfornetpromoterscore.
 Technical trainingfortelecomproductsforall renownedmanufacturerssuchasApple,Samsung,HTC,
Huawei andMNP/RETAILsupport.
 Facilitatorfororganizational projectssuchasYoung managerprogram, Handlingconflictsituations,
companycompetencies.
 I was the part of the Employee developmentandorganizational developmentteam.
 Conductauditsfor service deliverypertainingtothe qualityparameters.Managingmonthlyreport for
batch performance.
 Motivatingandcoachingadvisorsto delivergoodandconsistentCustomerSatisfactiononeach
interaction. Constantfocusonaftersalesservice beingthe priorityandcompliance adherence.
 Creatingprocessguidelinesandupdatingthe knowledge bankpostdiscussingthe processchangeswith
client.
 Manage any additional tasks/responsibility forthe progressof the team
CSR, Hutchinson Global ServicesPvt.Ltd.
Year: Feb10 – Feb13 | 3yrs
JobDescription:
 Providingstate-of-artcustomerservice.Thisinvolvedhandlingcustomerqueries,providingassistance and
handlingcomplaintswithhighQualityandEfficiencylevels.
 Supervisingnewbatchesgoingthroughonjobtraining.Groomingthemtomeet customerexpectationsand
businessrequirements.
 Managing escalationsandcustomercomplaintsviaemail.
Trainingexperience:
Area – Departmentbriefer:
 Setup the briefingrole forthe department,thisincludesreporting/intelligence requiredfromthe briefings
conducted.
 Sharedfeedbackonnewlaunchesandcustomerexperience.
 Conducteddailydepartmentbriefingsforanychangesandfocusingmore oncurrent issues.

4. CSR
WiproPvt Ltd, Kolkata
Year: Oct 07–Feb 10 | 2Yrs 5months
JobDescription:
 Workedas a seniorcustomerservice representativehandlinginboundcustomercare requests.
Client Name: - BT PLC, (BRITISHTELECOM)
 HandlingISP relatedqueries andprovidingend-to-endsupportforthe UKcustomers
 PromotedtoCustomerfocusedsalesteam, thisincludedupsellingalongwithexcellentcustomerservice skills.
Client Name: - WINDSTREAM
 HandlingISP relatedqueries andprovidingendtoend supportforthe US customers.
AWARDS & HONORS
 Won the Employee forthe month of September.[TCS]
 PromotedasKnowledge ExpertforhandlingNHTbatches.[TechM]
 AchievementasBestdepartmentSPOCfornew hires- highestsuccessfulreferralsforthe monthof Feb2011
fromVodafone Billingdepartment. [TechM]
QUALIFICATION:
 I.C.S.E,ST. Helen’sSchool,Kolkata
 I.S.C, Little StarHigh School,Kolkata
 Bachelorof Commerce (Honours) –Calcutta University –2005 – 2008
INTERESTS:
Travelingandlearningnewcultures.
Active participantforinterschool competitionsinFootball.
Otherdetails:
Nationality:Indian
Languagesknown – English,Hindi