Customer Service Representative

PRIYANKA PANDEY

Phone: 968*******

E-Mail: ********.*****@*****.***

About Me

• I am an Individual who represent herself as an independent woman of modern India, who has the ability and capacity to take her own decision and stand by, at any given situation.

• I am seeking employment in a company which can help me grow and explore my own untouched potentials.

• A fast learner in a new environment and gets inspired by those who lead by example.

• Always appreciate purpose driven work environments. EDUCATIONAL QUALIFICATION

• Bachelor in Media Science (BMS) Techno India (Kolkata) from WBUT, 2014

• Higher Secondary from D.B.M.S (Jamshedpur) -2011

• Matriculation from D.B.M.S(Jamshedpur) -2009

TECHNICAL SKILLS

• Operating Systems: Windows 11, 10, Android.

• Microsoft Word, Excel, Paint, PowerPoint, Adobe Acrobat.

• Communication Platforms: Microsoft Teams, Zoom, Webex, Google Meet. PROFESSIONAL STRENGTHS

• Effective communication skills, ability to play the role of ice breaker on tensioned situation and skills to present any prospects in simplified and amicable way.

• Academic skilled in writing publicity materials and managing the production of collaterals.

• Ability to follow professional discipline without compromising the working rules and roles.

• Possess excellent interpersonal skills and ability to interact with people of all levels.

• In-depth knowledge of project and marketing operations management.

• Possess excellent qualitative as well as quantitative analysis skills. PROFESSIONAL PROFILE

Teleperformance Aug (2021) – Till Date

As Senior Customer Service Representative

o Leading a team of 15 as a customer service lead. o Working as trainer and team handling for client related queries. o Process SME and KT for process handling.

o Quality audits of the calls to meet client metrics. o Keeping records of performance and KRA for clients delivery. o Quality assurance and high end customer support. Gannit Services January (2020) – July (2021)

As Quality Auditor o Audit of Leads

on daily basis.

o Adherence of SOP as per company’s QMS. o FTP and MIS Management. o Live call monitoring of the sales executive and sharing feedback on real time with the team and the concerned employee.

o Participating on weekly KRA discussion and sharing ideas. o Sales verifications before reporting to the client for monetization. o Organize workflow to meet customer timeframes

Maven Infotech Pvt Ltd December (2015) –October (2019) As Call Verifier and Quality Analysist o

Audit the sales calls of agents.

o Maintain quality as per the standard. o Auditing the agent's Call and sharing the feedback to the respective team members.

o Verifying Payment and Dispute resolvent if required. o Perform customer verifications and collecting POD documents from the customers. Make my Trip March (2015) –July(2015) (Internship) International tour co-ordinate/planner and advertising (Kolkata) o Planned, prepared and developed cost written itineraries for clients. o Determined ticket faring via rate desk pricing, auto pricing, and/or power shopper. o Utilized reference directories for hotels and tour operators. o Constructed the right vacation package or business/pleasure trip combination. o Confirmed bookings and notified clients of insurance, medical, passport, visa and currency requirements.

o Made special arrangements at client's destination for transportation, hotel accommodation, car rental and recreation.

o Arranged travel for major clients for international and domestic flights. Conducted booking air, car, hotel, and train excursions utilizing a variety of reservation systems. o Providing service resolvent to clients concerning local, inter-state and international tours, travel routes, accommodations, fares and travel regulations. Insta Solution July(2014) –Jan(2015) (Internship)

Corporate communication executive (Kolkata) o Raised executive external profiles in coordination with communications director. o Promoted company brand through press, trade show and media outreach initiatives. o Provided assistance with quarterly and annual metrics report compilation.

o Assisted with social media communication adoption. o Maintained and updated company website content.

o Telecommunications, Corporate Communications Specialist: Planned and implemented.

o Participating in various corporate events in collaboration with communications teams. o Designed and produced sales and collateral presentation materials. o Designed and managed various marketing campaigns. o Assisted in development and coordination of specific customer communications. Language Proficiency: - English, Hindi, Bengali, Khortha. Personal Details

Place: Kolkata

DOB: 01-09-1992

Nationality: Indian

Gender: Female

DECLERATION

I hereby declare that above information is correct to the best of my knowledge and belief.

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