ASHWINI KARUNA

I took time off to focus on raising my 8-month-old and supporting my older child, who began kindergarten through online learning during the onset of the pandemic.
Actively supervised and facilitated her virtual schooling, balancing multiple responsibilities during a period of global uncertainty.

Relocated from California to Texas, adapting to a new environment while managing family transitions.

Invested in professional growth by completing courses aligned with current customer service requirements, ensuring continued development and readiness to re-enter the workforce.

• Collaborated closely with the leadership team to facilitate the seamless execution of daily responsibilities
• Managed the calendars, overseeing the scheduling of meetings, appointments, conferences, and domestic and international travel arrangements
• Scheduled departmental meetings, and contributed to preparing and distributing meeting agendas and materials
• Transcribed source material and prepared documents, reports, tables, and charts, distributing them as required
• Researched travel plans /guides and personalized travel packages for clients on behalf of the CEO
• Organized all necessary travel documents including tickets, passports, visas, and other paperwork
• Maintained both paper and electronic filing systems, ensuring the confidentiality of sensitive information
• Attended meetings, recorded discussions, and prepared initial drafts of minutes and summaries
• Coordinated interdepartmental efforts, playing a pivotal role in fostering collaboration both within and outside the department
• Screened and directed phone calls and visitors for the CEO, demonstrating tact and diplomacy in addressing inquiries and managing messages
• Effectively determined priorities for the CEO's attention, redirecting matters to appropriate staff or personally handling them as needed
• Kept the CEO informed of time-sensitive and high-priority issues, ensuring timely follow-up
• Undertook a diverse range of support duties, including managing printing, faxing, mail/overnight packages, copying, filing, and email/messages

• Handled appointments with clients for new projects
• Prepared and proofread documents, reports, and correspondences
• Handled basic bookkeeping tasks such as recording expenses and managing invoices
• Coordinated and organized office events and functions
• Maintained and updated company records, databases, and filing systems
• Answered and directed incoming calls and emails to the appropriate personnel

• Handled complex customer issues with advanced problem-solving skills
• Collaborated with other departments to ensure timely and effective resolution, demonstrating a commitment to customer satisfaction
• Identified opportunities for process improvement within the customer service function by analyzing trends and gathering feedback
• Ensure adherence to published philosophies and standards, and best practice guidelines
• Provided floor support to ensure that any ad hoc queries raised by the analysts are dealt with quickly
• Assisted with the training team on new hires on the processes whenever required
• Assisted the team managers with validation of the claims handled by the analysts for any inconsistencies and provided comprehensive feedback

• Reviewed accident insurance claims to ensure accuracy and adherence to the company's policies
• Conducted thorough investigations to verify accident details, and analyze all supporting documents such as police records, medical records, and witness statements to validate the authenticity of the claim
• Identified potential fraudulent claims and escalated cases to the appropriate departments for further investigations
• Maintain accurate and up-to-date records of claims, investigations and resolutions in accordance with company guidelines
• Demonstrated a commitment to maintaining high service standards by ensuring adherence to published philosophies, standards, and best practice guidelines within the existing legal and regulatory framework
• Collaborated with Team Lead to formulate improvement plans and addressed skill gaps and performance deficiencies through comprehensive analysis of Customer Satisfaction (C-Sat) to enhance overall customer support

• Managed payroll-related queries through email and telephone for managerial employees working at Tesco, UK
• Assisted users with tax computation and tax savings at various stages of their employment with Tesco
• Managed amendments like processing new hires, processed transfers, maternity and sick leaves, vacation accruals, and tax computations
• Functioned as a reference point for the store's wages clerk with their salaries and handled queries related to the same or any queries regarding employee pay & benefits
• Maintained employee privacy and protected payroll operations by keeping information confidential

• Provided prompt and courteous technical support to customers via phone and email channels
• Diagnosed and troubleshooted technical issues related to AOL ISP services, including internet connectivity, email, software, and hardware problems
• Guided customers through step-by-step solutions, utilizing a clear and friendly communication style
• Escalate complex technical issues to senior technical support or appropriate departments for further resolution
• Document customer interactions and solutions accurately in our internal systems
• Consistently met and exceeded individual and team KPIs, including response times and customer satisfaction metrics
• Conducted periodic training sessions for new customer support team members, contributing to their onboarding and overall skill development