Open to opportunities

monica Ashta

@monicaashta

Message

Results-driven Customer Care Team Leader with a focus on excellence.

Australia

Message

What I'm looking for

I am looking for a role that fosters growth, values teamwork, and emphasizes customer satisfaction.

I am a results-driven Customer Care Team Leader with over two years of experience in managing operational teams and enhancing customer satisfaction. My journey has equipped me with the skills to lead diverse teams effectively, implement strategic processes, and resolve complex issues, all while maintaining a strong focus on delivering excellence in customer experience.

In my recent role as a Customer Contact Officer at Acquire BPO in Melbourne, I successfully led a team of customer care executives, developed performance metrics, and implemented conflict resolution strategies to maintain high levels of customer satisfaction. My previous experiences in HR and operations have further honed my communication, problem-solving, and decision-making abilities, allowing me to contribute significantly to team development and operational efficiency.

Experience

Work history, roles, and key accomplishments

Customer Contact Officer

Acquire BPO

Jan 2024 - Present (1 year 6 months)

Led and managed a team of customer care executives and team leads to meet and exceed service level agreements (SLAs). Conducted training sessions and coaching programs to enhance service quality and team development.

Team Leadership Performance Management Conflict Resolution Training Customer Satisfaction SLA Management Quality Assurance Customer Feedback Integration

Senior Associate HR

Grant Thornton Bharat LLP

Aug 2022 - Present (2 years 11 months)

Ensured accurate processing of payroll by preparing and validating employee data. Managed and updated HR records, ensuring compliance with legal and organizational standards.

Payroll Processing Compliance Onboarding Documentation

Process Developer

Latitude Financial Services

Jul 2019 - Present (6 years)

Provided high-quality support to a diverse customer base through email, chat, and phone. Supported internal process improvements by documenting and reporting on recurring issues.

Customer Support Process Improvement Customer Insights CSAT Response Time Metrics Email Support Chat Support Phone Support

HR Associate

Bright Life Private Limited (Healthkart)

Jul 2019 - Present (6 years)

Maintained and updated employee records and HR databases with accuracy and confidentiality. Supported payroll processes by preparing and verifying employee data, including attendance and leave tracking.

Payroll Compliance HR Policies Onboarding Exit Formalities Administrative Support

Education

Degrees, certifications, and relevant coursework

Northumbria University

MA, Financial Management

Completed a Master of Arts degree in Financial Management. Focused on advanced financial principles and management strategies.

Amity University

B.Sc, Financial Management and Technology

Obtained a Bachelor of Science degree in Financial Management and Technology. Gained foundational knowledge in finance and technological applications.