UTSAV PANDEY
Santee,CA
Summary
Forward and out of box-thinking Senior Specialist equipped with advanced operational and technical knowledge of Chat customer service channel. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
8
8
years of professional experience
Work History
Senior Specialist Chat Relationship
Charles Schwab
11.2022 - 10.2023
- Provided live chat support for Independent Advisors via prompt and accurate information and escalation management.
- Supported department leadership in implementing new policies, procedures and controls and provided demo to other department leaders.
- Trained junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
Specialist - Chat Content
Charles Schwab (TD Ameritrade)
05.2018 - 10.2022
- Performed the work of Natural Language Specialist for the Chatbots
- Collaborated with internal departments to align Service goals.
- Analyzed Chatbots data and trends to identify opportunities for improvement.
- Created and delivered presentations to internal and external stakeholders to showcase work.
Representative - Deposit Service
TD Ameritrade
11.2015 - 05.2018
- Processed incoming check deposit for clients.
- Trained team members on new procedure and system regarding check deposit.
- Case management for not in good order checks.
- Responded to Internal customer questions via telephone, email, and chat regarding check deposits - IRA contributions, rollovers, transfers.
Education
Certificate - Business Intelligence Analysis
UCSD Extended Studies
San Diego12.2022
Certificate - Machine Learning Methods
UC San Diego Extension
San Diego07.2020
Bachelor of Science - Business Management
San Diego State University
San Diego, CA08.2012
Skills
- Customer Relationship Management
- Cross-functional Collaboration
- Data Analysis
- Team Leadership
- Training and Development
- Working Knowledge of JIRA, Agile, Tableau,
Additional Information
At Charles Schwab and TD Ameritrade, served at various roles for employee engagement. Served as San Diego Chair for Employee Resource Group for professional and personal development. Served as San Diego Community Ambassador for community engagement.
Timeline
Senior Specialist Chat Relationship
Charles Schwab
11.2022 - 10.2023
Specialist - Chat Content
Charles Schwab (TD Ameritrade)
05.2018 - 10.2022
Representative - Deposit Service
TD Ameritrade
11.2015 - 05.2018
Certificate - Business Intelligence Analysis
UCSD Extended Studies
Certificate - Machine Learning Methods
UC San Diego Extension
Bachelor of Science - Business Management
San Diego State University
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