Monita Subba Tumbahangphe
Calgary,Alberta
Summary
Dynamic and resourceful professional with a strong foundation in public relations and multilingual communication. Demonstrates exceptional planning and organising skills, complemented by a creative approach to problem-solving. Committed to fostering empathetic interactions and maintaining effective timetable management. Career goal: To contribute to innovative projects that drive organisational success while continuously developing professional competencies.
Overview
3
3
Languages
1
1
Certification
19
19
years of professional experience
Work history
DWP Universal Credit Claim Review Team
Teleperformance UK
Bristol
2024.09 - 2026.01
- Assesses and reviews Universal Credit claims, ensures data accuracy and compliance.
- Liaises with claimants and departments to process documentation.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Completed duties to deliver on targets with accuracy and efficiency.
- Carried review phone appointment with claimants to get accurate details of their claim to find out if have been over or under paid since start of their claim.
- Identified fraudulent claims for escalation and handed over for further investigation.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
DWP Customer Helpline Advisor - Universal Credit
Teleperformance UK
Bristol
2023.01 - 2024.09
- Handled enquiries related to Universal Credit benefit and assisted applicants to make successful claim.
- Strengthened claimant relationships with clear communication and problem-solving skills. Also was nominated and received "People caring award"
- Logged in complaints accurately, expedited corrective actions effectively.
- Verified personal data and provided accurate guidance in inline with DWP policies
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Transferred calls to respective department or personnel to address specific issues.
Webchat Retention Advisor
Webhelp now Concentrix
London
2022.05 - 2023.01
- Determined strategic direction of organisation based on industry knowledge and market research.
- Kept business in compliance with internal controls and industry regulations.
- Researched and applied proven marketing techniques to drive sales.
- Making sure customer were up to date with products and services.
- Maintaining customer’s details and safeguarding with confidentiality data protection.
- Followed industry trends and set pricing strategies to maximise business returns.
- Resolving customer’s questions or concerns by providing excellent FCR so that their queries were resolved in first meet.
Customer Sales Advisor/Key Holder
Sunglass hut
Ashford, Kent
2017.02 - 2018.07
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Consistently exceeded on hitting sales target and achieved staff recognition being 'The Employee of year' with positive online feedbacks from customers.
- Addressed customer enquiries and concerns to facilitate decision-making and minimise anxiety or hesitation.
- Used active listening and relationship-building skills to assess customers' need to build rapport and connect with viable solutions.
- Consistently exceeded customer expectations by correctly identifying needs and recommending optimal solutions.
Customer Sales Assistant
Osprey London
Ashford, Kent
2016.02 - 2017.01
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Assisted customers with product selection,sales and returns.
- Completed purchases with cash, credit and debit payment methods.
- Developed and executed sales promotions.
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decision.
- Stocked, replenished and organised shelves to ensure consistent levels of product availability.
- Continuously improving by meeting sales target and keeping it consistent.
Flight Attendant
Kingfisher Airlines Ltd
Mumbai, India
2006.12 - 2008.02
- Answered passengers' questions and provided solutions to issues when arose during flights.
- Maintained firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
- Complied with all airline and national aviation regulations to ensure that complete safety and security procedures were met.
- Inspected aircraft interior prior to, during, and after flights, ensuring emergency equipment was in place.
- Explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Facilitated communications between flight deck and cabin crew prior to and during flights, promoting smooth operations.
Education
BTEC Level 3 certificate - Travel And Tourism
MidKent College
Maidstone, UKAviation Diploma - Aviation, hospitality and travel management
Frankfinn Institute of Air Hostess Training
Guwahati, IndiaSenior High - English,Logic & philosophy,Alternative English,Economics, Political Science, & Education
B.B Memorial Junior College
Tinsukia, IndiaHigh School - Social Science, Mathematics, Hindi, English, Science & Tech
Vidya Bharati School
Delhi, IndiaSkills
- Team player
- Communication skills
- Empathetic
- Public Relations
- Self-motivated
- Creative
- Planning and organising
- Proficient in using computer
- Resourcefulness
- Timetable Management
- Problem-solving
- Working in multilingual environment
Certification
- Certificate for training in Skills for Volunteers
HOBBIES
Travelling & meeting new people, culture keen interest. Non-smoker, done marathon running and raised money for Cancer Research UK.
Languages
English
Fluent
Hindi
Fluent
Nepali
Fluent
Accomplishments
People caring award - DWP Universal Credit
Employee of the Year - Sunglass Hut
Timeline
DWP Universal Credit Claim Review Team
Teleperformance UK
2024.09 - 2026.01
DWP Customer Helpline Advisor - Universal Credit
Teleperformance UK
2023.01 - 2024.09
Webchat Retention Advisor
Webhelp now Concentrix
2022.05 - 2023.01
Customer Sales Advisor/Key Holder
Sunglass hut
2017.02 - 2018.07
Customer Sales Assistant
Osprey London
2016.02 - 2017.01
Flight Attendant
Kingfisher Airlines Ltd
2006.12 - 2008.02
BTEC Level 3 certificate - Travel And Tourism
MidKent College
Aviation Diploma - Aviation, hospitality and travel management
Frankfinn Institute of Air Hostess Training
Senior High - English,Logic & philosophy,Alternative English,Economics, Political Science, & Education
B.B Memorial Junior College
High School - Social Science, Mathematics, Hindi, English, Science & Tech
Vidya Bharati School