Poonam Prusty
Bengaluru
Summary
Resourceful Customer Service Associate known for productivity and efficient task completion. Possess specialized skills in conflict resolution, communication, and time management which enable success in fast-paced environments. Excel at using empathy, patience, and active listening to address customer needs and foster positive experiences.
Overview
13
13
years of professional experience
Work History
CUSTOMER SERVICE ASSOCIATE IV
TE Connectivity Ltd
Bengaluru
08.2022 - Current
- Central point of contact for Customer on all daily inquiries and provides timely follow up and resolution of issues and inquiries.
Proactively communicated to Customer and liaise with parties to come up with solutions for open and upcoming matters.
Liaised regular informal and formal feedback via transactional surveys or via phone and e-mail during daily communications. - Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Managed escalations for your customers.
Reviewed quote and order requirements, created scheduling agreements, cleared blocks, workflows daily, monitor critical shipments
Followed up on quotes and quality issues - Acted as voice of the Customer for internal support departments Participated in development training and process improvement projects to expand and challenge learning new ideas and processes.
Took ownership for actions and follow through on tasks until resolved. - Led the daily huddle for the team for Spain, Italy and English to set priorities for the day.
TEACHER
Skalvi International School
Bangalore
01.2019 - Current
- An organized professional with proven teaching, guidance, and counseling skills
- Possess a strong track record in improving test scores and teaching effectively
- Ability to be a team player and resolve problems and conflicts professionally
- Skilled at communicating complex information in a simple and entertaining manner
- Looking to contribute my knowledge and skills in a school that offers a genuine opportunity for career progression
Network Associate
Accenture
01.2017 - 01.2019
- Coordinating with the customer NOC to get issues fixed and to ensure that router service is restored
- We also troubleshoot the circuit at T1 level for head to head testing
- Ensuring the goals of the incident restoring normal services as soon as possible based on customers request and within defined SLA
- Managing network asset inventory through the remote access
- Working as aging POC, to ensured quality update are provided to the clients
- Dealing with the escalated emails (VP & director level escalations)
- Reviewing ticket scrubber
- Review team markdowns and help the team to dispute the invalid markdown
- Already worked with the ICG, LEC.MGNT, SD.US, Carrier SVDSK
- KEY RESULT AREAS:
- Responsible for design, installing, deploying, maintaining and troubleshooting circuits
- Monitored the PE as well as CE routers for active data
- Remotely access to extract the stats and resolve issue accordingly found and device next plan of action by coordinating with the NOC
- Responsible for testing the circuit and isolating the issue at DS1 level
Teacher
St. Xavier’s Odisha
01.2012 - 01.2016
- Developing lesson plans in line with curriculum objectives
- Helping to prepare pupils for examinations
- Assessing and recording a pupil’s progress throughout the term
- Working with other staff to plan and coordinate work
- Keeping up to date with changes in the structure of the curriculum
- Taking part in school weekend events
- Meeting parents and school governors
- Maintaining discipline in the classroom
- Preparing resources for lessons
- Taking the register of children
Faculty
INSTITUTE OF SPANISH STUDIES
- Learning Spanish at advanced level from the institute of Foreign Languages
- Level B2
- Awaiting to complete Dele (International Accredited examination)
Education
B. ED -
Bangalore University
07.2024
B.A - English (Hons)
Utkal University
01.2012
M.A - English
Vani Vihar
Skills
- Interpersonal Skills
- Time Management Skills
- Communication Skills
- Teaching Assistance Expert
- Modern Classroom Technology
- MS Office Suite
- Team Collaboration
- Customer Support
- MS Office proficiency
- Cross-Functional Team Collaboration
- Mentoring
- Coaching
Timeline
CUSTOMER SERVICE ASSOCIATE IV
TE Connectivity Ltd
08.2022 - Current
TEACHER
Skalvi International School
01.2019 - Current
Network Associate
Accenture
01.2017 - 01.2019
Teacher
St. Xavier’s Odisha
01.2012 - 01.2016
Faculty
INSTITUTE OF SPANISH STUDIES
B. ED -
Bangalore University
B.A - English (Hons)
Utkal University
M.A - English
Vani Vihar
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