Jatinsingh Gonga-Podans
Bananes,Grand Port
Summary
Experienced Customer Care Analyst with background in identifying trends and patterns to improve customer service operations. Strengths include problem-solving, data analytics, and communication skills. Have contributed significantly to optimizing processes in previous roles, delivering improvements in customer satisfaction rates and operational efficiency. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Care Analyst Tier 1
SD Worx
09.2024 - Current
- Provide first level support to troubleshoot and resolve technical issues related to Payroll or Backend, Calculation Request, Payroll Input and escalating to higher levels teams like Tier 2, or Product teams as deemed when necessary
- Analyse, prioritize and follow-up on incidents and provide prompt as well as accurate feedback to customers
- Follow standard departmental operating procedures, including accurately logging and updating all service tickets
- Triage of tickets on our ticketing system for Support and Product teams
- Work closely with the team and customers to resolve issues and ensure seamless application functionality
- Have a proactive approach, able to think quickly and apply critical thinking showcasing strong problem-solving abilities
Payroll Executive
SD Worx (MAURITIUS) LIMITED
06.2022 - 08.2024
- Effectively plan and manage own workload, managing, servicing, and delivering clients payrolls to agreed deadlines
- Validating and inputting all data received to agreed deadlines
- Checking inputted data and making all relevant corrections before the live run
- Handling routine, non-routine and complex customer queries regarding payroll and HR related issues
- This will include liaising with both internal and external contacts like OTM’s, Tax Office etc
- Managing all aspects of Tax Year end processing for their customer base
- Identifying opportunities to advise and assist other team members
- Assisting Operations Team Manager with the coaching and developing of less experienced team members
- Manage and support the customer in the processing of their payrolls to ensure payments/reports to employees are made accurately and on time
- Provision and delivery of their performance statistics to the OTM monthly to meet team leader reporting requirements
- Supporting and sharing knowledge with colleagues to contribute to the effectiveness of the team and to achieve the location’s success
- This may include providing cover for other team members as and when necessary
- To recognise and promote opportunities for Added Value Services
- To take responsibility for own personal development plan in line with Company objectives and values
Trainee Payroll Executive
SD Worx (MAURITIUS) LIMITED
04.2022 - 06.2022
- Complete skills training on products, tools, and services to meet milestones.
- Take responsibility for personal development aligned with company objectives and values.
- Manage workload effectively, ensuring payroll deadlines are met and customer support is provided.
- Participate in team huddles to address risks and issues, ensuring follow-through to resolution.
- Assist and advise team members, including providing cover when necessary.
- Handle customer queries related to payroll and HR, ensuring timely and accurate resolution.
- Ensure compliance with statutory regulations, maintaining SOPs and identifying areas for improvement.
Insurance Advisor
National Insurance Company
Mahebourg
01.2020 - 03.2022
- Update clients on any changes and subsequent effects concerning their insurance policy
- Build good relationships with clients through active listening and providing impactful solutions
- Worked closely with external partners and members of local community to create continuous client referral sources
- Approach potential clients by using direct marketing techniques, including mailings and phone contacts
- Determine the financial needs by assessing existing coverage and aligning new products and services with long term goals for the clients including both businesses and individuals
- Track insurance claims to help policyholders settle claims, increasing customer satisfaction
- Calculate premiums and establish payment methods
- Provide quotes and promote products for life and pension, health, and motor insurance
- Carry out administrative tasks such as handling policy renewals, maintaining records and recovering arrears payments and doing data entry
- Determine client needs and financial situations by listening and scheduling fact-finding appointments
- Respond to customer calls swiftly to resolve issues and answer any queries
- Spend adequate time with each customer, verbally reviewing and explaining documents for client comprehension
Telemarketer
Euro CRM
Moka
- Actively listened to customers’ requests, confirming full understanding before addressing concerns
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed and maintained courteous and effective working relationships
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Used Microsoft Word and other software tools to create documents and other communications
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Education
Diploma in IT - Cybersecurity
04.2025
School Certificate -
Sookdeo Bissoondoyal State College
Skills
- At ease with Microsoft Word
- Incident management
- Problem solving
- Critical thinking
- Team collaboration
- Promotional support
- Adaptability and flexibility
- Professional demeanor
- Customer relationship management
- Reliability
- At ease with Microsoft Excel
- At ease with Microsoft PowerPoint
- At ease with Basic SQL
- Team player
- Customer support
- Threat analysis
- Conflict mediation
- Customer needs assessments
- Technical proficiency
Timeline
Customer Care Analyst Tier 1
SD Worx
09.2024 - Current
Payroll Executive
SD Worx (MAURITIUS) LIMITED
06.2022 - 08.2024
Trainee Payroll Executive
SD Worx (MAURITIUS) LIMITED
04.2022 - 06.2022
Insurance Advisor
National Insurance Company
01.2020 - 03.2022
Telemarketer
Euro CRM
Diploma in IT - Cybersecurity
School Certificate -
Sookdeo Bissoondoyal State College
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