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Diksha Sharma
Senior Business Process Executive
Hyderabad
Summary
Senior Process Associate seasoned in coordinating and implementing business process improvement projects while enhancing effectiveness and efficiency in support of business goals. Strong record in designing process architecture, establishing process measurement systems and educating entry level associates to manage processes effectively.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Senior Business Process Executive
Copart Inc
Hyderabad
01.2024 - Current
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Inputted and submitted client information to facilitate speedy processing of paperwork.
- Managed over 40 customer calls per day.
Senior Process Associate
Accenture Services Pvt Ltd
Hyderabad
06.2017 - 08.2023
- Boosted customer experiences by delivering superior
- Customer service, issue resolution and
- Merchandising.
- Generated reports detailing findings and
- Collected customer feedback and made process
- Developed community reputation through
- Offered advice and assistance to around 40+ customers per day, paying attention to special needs or wants.
- Increased efficiency and performance by
- Also trained couple of batches on communications product and process front.
Customer Service Associate
Sitel India Pvt Ltd
Hyderabad
06.2016 - 06.2017
- Recommended solutions to complex situations through research and critical thinking and escalated customers to supervisor for enhanced support.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed over 50+ customers per/day resolving their issues.
Education
Bachelor Of Technology - Electrical, Electronics And Communications Engineering
Malla Reddy Institute of Technology And Science
Hyderabad 07.2012 - 05.2016
10+2 (Intermediate) - Physics
Sri Chaitanya Junior College
Hyderabad 06.2010 - 05.2012
High School - Junior High Education
Kenedy Vidya Bhavan High School
Hyderabad 04.2006 - 03.2010
Skills
Verbal and written communication
Active Listening
Adaptability
Leadership
Team building
Planning and coordination
Training and development aptitude
Technical support
Computer proficiency
Interests
Reading
Occasional writing
Timeline
Senior Business Process Executive
Copart Inc
01.2024 - Current
Senior Process Associate
Accenture Services Pvt Ltd
06.2017 - 08.2023
Customer Service Associate
Sitel India Pvt Ltd
06.2016 - 06.2017
Bachelor Of Technology - Electrical, Electronics And Communications Engineering
Malla Reddy Institute of Technology And Science
07.2012 - 05.2016
10+2 (Intermediate) - Physics
Sri Chaitanya Junior College
06.2010 - 05.2012
High School - Junior High Education
Kenedy Vidya Bhavan High School
04.2006 - 03.2010