Gazala Chhapgar

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• Documented procedures and business processes and shared information with appropriate stakeholders.
• Helped improve operations by showing clear connection between current policies and business results.
• Investigated and addressed system issues to enhance usability and improve functionality.
• Evaluated and adopted new technologies to address changing industry needs.
• Boosted information sharing by enhancing interfaces between computer systems.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• · Worked in Agile methodology using JIRA.
• · Gathered requirements from the acquired company and wrote business requirement documents.
• · Created Business Requirement Document.
• · Worked on in house ERP – 4Gen.
• · Worked on acquired company’s e-commerce website enhancements.
• Created process flows using Visio.

• Worked one-on-one with clients to improve student portal specifications.
• Surveyed internal departments to ascertain requirements and expectations for student portal and loans and services.
• Created detailed past due account reports from student database for review by development team.
• Exercised critical thinking to resolve past due student loan errors before creating reports.

• Conducted interviews with key business users to collect information on business processes and user requirements.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Resolved concerns with products or services to help with retention and drive sales.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.

• Conducted orientation sessions and organized on-the-job training for new hires.
• Trained new hires to perform cross-training exercises with experienced workers.
• Communicated all learning and performance objectives, schedules and training assessments to upper management.
• Led daily, weekly and monthly coaching, counseling and feedback sessions.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Organized and edited training manuals, multimedia visual aids and other educational materials.