MONIKA PREMRAJ YADAV
NOIDA
Summary
Experienced Customer Success Manager and Senior QA Specialist with a strong background in improving software quality and customer satisfaction using Agile methodologies. Proven ability to lead teams, enhance client relationships, and drive product engagement. Excellent at training and mentoring, with a knack for identifying growth opportunities and risk mitigation. Adept at streamlining processes for increased efficiency and client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Simplify Workforce Pvt. Ltd.
01.2025 - Current
- Cultivated strong client relationships, addressing inquiries, escalations, and ensuring retention.
- Managed ticket trackers and led scrum calls with product and development teams to monitor progress and updates.
- Streamlined onboarding, implementation, and product adoption through collaboration with cross-functional teams.
- Monitored client metrics, identified growth opportunities, and mitigated risks.
- Delivered regular client updates, training sessions, and resources to enhance product engagement.
- Relayed client feedback to inform product improvements and enhance customer satisfaction.
Senior QA Specialist
Simplify Workforce Pvt. Ltd.
09.2020 - 12.2024
- Designed and executed comprehensive test strategies, ensuring software quality.
- Created detailed technical and non-technical documentation using Agile principles.
- Conducted root-cause analyses and generated actionable testing reports for stakeholders.
- Utilized tools like JIRA and Confluence for defect tracking and collaboration.
- Trained and mentored a 14-member QA team, improving skills and productivity.
- Maintained training materials in Confluence, and led knowledge transfer sessions.
Senior Process Associate
EXL Services Pvt. Ltd.
Noida
02.2019 - 03.2020
- Supervised inside sales and optimized shipping strategies for cost efficiency.
- Resolved shipment issues, and provided data-driven recommendations.
- Trained junior associates, ensuring consistent quality and service standards.
Process Advisor
Barclays Shared Services Pvt. Ltd.
Noida
02.2018 - 11.2018
- Delivered exceptional customer service for UK clients using Barclay cards
- Acted as a subject matter expert in process design, enhancing team workflows
Technical Support Representative
IBM India Pvt. Ltd.
Noida
02.2015 - 02.2016
- Streamlined service desk operations, reducing call wait times and enhancing efficiency
- Tested and troubleshot software and hardware, ensuring smooth deployments
Education
MBA - Information Technology
IEC University
Himachal Pradesh06.2018
Bachelor of Arts - English Language & Literature
Gujarat University
Gujarat, India06.2014
Skills
- Client Service Skills
- Customer Relationship Management
- Collaborative Teamwork
- Training and mentoring
- Documentation Analysis
- JIRA and Confluence Proficiency
- Proficient in Agile Frameworks
- Software Testing Expertise
Certification
- Foundations of Project Management (Coursera | Google)
- ITIL V3 Foundation Certification
- A+ Essentials: Computer Hardware Components
- Cybersecurity for Digital Learning and Development
Timeline
Customer Success Manager
Simplify Workforce Pvt. Ltd.
01.2025 - Current
Senior QA Specialist
Simplify Workforce Pvt. Ltd.
09.2020 - 12.2024
Senior Process Associate
EXL Services Pvt. Ltd.
02.2019 - 03.2020
Process Advisor
Barclays Shared Services Pvt. Ltd.
02.2018 - 11.2018
Technical Support Representative
IBM India Pvt. Ltd.
02.2015 - 02.2016
- Foundations of Project Management (Coursera | Google)
- ITIL V3 Foundation Certification
- A+ Essentials: Computer Hardware Components
- Cybersecurity for Digital Learning and Development
MBA - Information Technology
IEC University
Bachelor of Arts - English Language & Literature
Gujarat University
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