Priya Dwivedi
Gurgaon,HR
Summary
Results-oriented professional with over 5 years of experience in client account management, process optimization, and technical support across diverse industries. Adept at managing client relationships, ensuring operational excellence, and delivering solutions to complex challenges. Skilled at utilizing advanced Excel and Google Sheets to streamline workflows and maintain high standards of operational efficiency.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Analyst
Vaco Binary Semantics
12.2021 - Current
- Company Overview: Third Party to Google
- Managed and optimized Google client shopping accounts by ensuring accurate product sales postings across platforms, enhancing visibility and compliance
- Conducted root cause analysis and resolved operational issues impacting account performance
- Prepared and delivered monthly and quarterly impact presentations to clients, utilizing trend analysis to inform decisions
- Effectively handled escalations and addressed dissatisfaction scores (DSATs) to maintain service quality
- Created and maintained Standard Operating Procedures (SOPs) using Google Slides and Google Docs to ensure process consistency
- Utilized advanced Excel and Google Sheets for data organization and performance tracking
- Conducted internal quality audits and feedback sessions, ensuring adherence to quality standards and continuous improvement
- Provided comprehensive weekly, monthly, and quarterly performance reports, tracking key metrics like Quality, CSAT, TRT, Shrinkage, and Volume data
- Third Party to Google
Process Associate
IGT Solutions Pvt Ltd
04.2021 - 11.2021
- Delivered support for Expedia's clients by assisting with travel bookings, modifications, and resolving queries to ensure a seamless customer experience
- Handled escalations and ensured timely resolution of client concerns to improve customer satisfaction
- Maintained in-depth knowledge of travel products and services, aligning client requirements with available solutions
- Collaborated with internal teams to enhance operational workflows and improve service efficiency
Associate OneDrive Engineer
Convergys
04.2018 - 09.2019
- Company Overview: Now Concentrix
- Provided technical support for Microsoft's OneDrive, addressing synchronization, storage, and data integrity issues
- Diagnosed and resolved complex technical queries, offering step-by-step guidance and tailored solutions
- Conducted follow-ups to ensure complete resolution and sustained customer satisfaction
- Documented technical processes and contributed to system enhancements through actionable feedback
- Now Concentrix
Education
Bachelor of Architecture -
Chandigarh University
01.2012 - 01.2017
Senior Secondary Education - 12th Grade
Army Public School
High School - 10th Grade
Army Public School
Skills
- Client Account Management
- Advanced Excel and Google Sheets
- Technical Support & Troubleshooting
- Process Optimization
- Escalation Management
- Stakeholder Communication
- SOP Development
- Root Cause Analysis
- Performance Reporting
- Customer Relationship Management (CRM) Tools (eg, Cases)
- Quality Assurance & Auditing
- Cross-functional Collaboration
Timeline
Senior Analyst
Vaco Binary Semantics
12.2021 - Current
Process Associate
IGT Solutions Pvt Ltd
04.2021 - 11.2021
Associate OneDrive Engineer
Convergys
04.2018 - 09.2019
Bachelor of Architecture -
Chandigarh University
01.2012 - 01.2017
Senior Secondary Education - 12th Grade
Army Public School
High School - 10th Grade
Army Public School
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