NAINA DIYALI
Pune
Summary
Hardworking and motivated professional with 12+ years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager - Client Success
Rayden Interactive (Phreesia)
Pune
07.2021 - 06.2024
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Established processes to ensure efficient workflow throughout the organization.
- Developed and implemented strategies to increase customer satisfaction, Retention, Upsell and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Directed recruitment, hiring, and training of new staff members.
Sr. EDI Support Consultant
Allscripts (India) LLP
Pune
07.2016 - 07.2021
Customer Care Executive
Tech Mahindra (3 Global Services)
02.2015 - 08.2015
Working as CSO (voice)
Mphasis It Service Management Company
07.2014 - 02.2015
Working as CCE (Voice)
3Tech IT Solutions
11.2011 - 07.2014
Senior Executive Social Marketing and Content
BrainBees Solutions’ Venture FirstCry.com
07.2011 - 11.2011
Content Writer
Ayush software Pvt. Ltd. - Pune
07.2010 - 04.2011
Education
Bachelor of Science - Biology
Jiwaji University
Gwalior, MP03-2009
Skills
- Managing and leading projects
- Client Relationship Management
- Operations Management
- Business Development and Retention
- Strategic Planning
- Performance Management
- Defining and Documenting Process
- Preparing Business Reviews
- Designing Process Document
- Workforce Management
- Salesforce Management
Certification
- Lean Six Sigma – Yellow Belt
- 461Querying Microsoft SQL Server 2012/2014
- ITIL V4 Foundation
- Power BI
- MS Office
Highest Education
Bachelor of Science
Personal Information
- Date of Birth: 12/08/88
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Nepali
Timeline
Manager - Client Success
Rayden Interactive (Phreesia)
07.2021 - 06.2024
Sr. EDI Support Consultant
Allscripts (India) LLP
07.2016 - 07.2021
Customer Care Executive
Tech Mahindra (3 Global Services)
02.2015 - 08.2015
Working as CSO (voice)
Mphasis It Service Management Company
07.2014 - 02.2015
Working as CCE (Voice)
3Tech IT Solutions
11.2011 - 07.2014
Senior Executive Social Marketing and Content
BrainBees Solutions’ Venture FirstCry.com
07.2011 - 11.2011
Content Writer
Ayush software Pvt. Ltd. - Pune
07.2010 - 04.2011
Bachelor of Science - Biology
Jiwaji University
- Lean Six Sigma – Yellow Belt
- 461Querying Microsoft SQL Server 2012/2014
- ITIL V4 Foundation
- Power BI
- MS Office
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