Lily Simon
@lilysimon
Result-oriented professional with 12 years in Investment Banking.
IndiaWhat I'm looking for
I am a result-oriented professional with over 12 years of experience in Investment Banking and Call Center Operations. My expertise lies in team management, report generation, and data organization and presentation. I pride myself on being a creative individual who excels in organizing and conducting training sessions, fostering an environment of continuous learning and improvement.
Throughout my career, I have demonstrated strong analytical skills and a commitment to achieving organizational goals. My experience at companies like Ubisoft Entertainment and Amazon India has equipped me with the ability to handle complex customer queries and escalations, ensuring high levels of customer satisfaction. I have consistently delivered results, maintaining quality and productivity metrics while supporting my team and stakeholders effectively.
My educational background in Commerce, combined with my extensive experience in various roles, has honed my leadership qualities and problem-solving skills. I am passionate about leveraging my skills to contribute to a dynamic team and drive success in my next role.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Ubisoft Entertainment pvt Ltd
Apr 2021 - May 2024 (3 years 1 month)
Managed Tier 2 and escalation cases, providing comprehensive chat and email support to North, Central, and South American clients. Delivered technical support, troubleshooting hardware and network issues for PCs and consoles, while consistently meeting quality, AHT, productivity, and CSAT targets.
Customer Service Associate
Amazon India pvt Ltd
Jul 2020 - Jan 2021 (6 months)
Handled chat processes for North American clients, consistently meeting targets for chat handling time and login hours. Resolved customer queries and complaints with meticulous attention to detail.
Customer Service Representative
Mphasis
Aug 2014 - Aug 2015 (1 year)
Met targets for talk time, login hours, and call quality while resolving customer queries and complaints. Trained and mentored team members to provide optimal customer service and managed escalations through email.
Sr. Associate
State Street Syntel Pvt Ltd.
Apr 2007 - Dec 2011 (4 years 8 months)
Performed asset reconciliation, importing and exporting data, and resolving exceptions using MCH and SMAC Recon Database. Managed cash and stock reconciliation, researched unmatched items, and documented discrepancies.
Senior Executive
IBM Daksh Pvt Ltd
Sep 2005 - Mar 2007 (1 year 6 months)
Served as an SME for the Telecom Process (Airtel) for six months, leading a team of 15 to meet operational targets. Ensured agents met individual targets for talk time, login hours, call quality, FCR percentage, and customer satisfaction scores.
Education
Degrees, certifications, and relevant coursework
BYK College of Commerce
Master of Commerce, Cost and Work Accounting
Specialized in Cost and Work Accounting, gaining expertise in financial management and cost analysis.
BYK College of Commerce
Bachelor of Commerce, Banking
Focused on Banking, acquiring foundational knowledge in financial principles and banking operations.
GES HAL Jr. College
HSC, Commerce
Completed Higher Secondary Certificate with a focus on Commerce.
GES HAL High School
SSC, General Studies
Completed Secondary School Certificate.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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