Pearl Monteiro

301/Susheel Apts,
IC Colony
Borivali (W.),
Mumbai 400103

Mobile: +91 9619 502 607

E-mail: pearllobo2020@gmail.com

Career Objective:
To seek a challenging position with an organization that has the vision and potentials for
development, growth and expansion and at the same time maintain a high standard of performance
and business ethics and also to use my skills, my ability to communicate with people, to accept
new ideas, commitment to perform quality work, and relevant experience to improve efficiency in
my work place to the satisfaction of my institution with the maximum result orientation.

Experience
Capita India Pvt. Ltd (20-August-2013 02-July-2014):

Working as a Process Leader (Web-chat process)

Supporting the Team Leader in Managing the team with the queries related to billing,
network downtime, new offers, technical issues relating to handsets, etc. and even handling
supervisor chats if necessary

Taking up daily briefings in order to facilitate Product Knowledge, Team performance and
Business Requirements

Maintain quality control/satisfaction records, constantly seeking new ways to improve

customer service

Fidelity Information Services (16-April-2012 02-August-2013):

Working as a Team Coach Production (Web-chat process) (Effective since March 2013)

Providing solutions to the customers relating to billing, network downtime, new offers,
technical issues relating to handsets, etc.

Maintaining service volumes by handling multiple chats

J.P Morgan Chase Bank (14-January-2010 05-September-2011):

Worked as a Financial Service Advisor

Provided solutions to the customers related to password reset, enrolled new customers
and website troubleshoot

Up-selling of other financial products

Provided overall customer service related to the process

Educational Qualifications:

Completed TYBA from CMJ University in the Financial Year August 2013

Completed HSC from Sophias College in the financial year 2007

Completed SSC from St Joseph's High School in the Financial year 2005

Strengths:

Good communication skills and appropriate confidence level

Flexible and easily adaptable to changes

Willingness to learn

Good coordination with the team members and precise communication

Personal Information:

Date of Birth: 03rd September, 1988.

Marital Status: Married

Languages: English, Hindi and Marathi.

Hobbies: Listening to Music, Long Drives, Indoor and outdoor games.

Declaration:
I hereby declare that the information furnished above is true to the best of my knowledge and belief.

(Pearl Monteiro)