Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Pallavi Shah

Pune

Summary

I am a Process Associate well-versed in maintaining inventory and supplies to ensure smooth operations. I possess deep knowledge of customer handling and technical processes, allowing me to quickly identify and address pain points. I am skilled at servicing and upgrading equipment to maintain safety standards and improve efficiency. Furthermore, I have the skills necessary to coordinate with different teams to reach the best solutions.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Process Associate

TCS
Pune
07.2022 - Current
  • I work for the Australian bank AMP, where my job involves handling calls, chats, and emails from clients to facilitate the required services.
  • We utilize a tool called Salesforce, which includes an integrated chatbox for client communication. Additionally, we use a tool named Avaya for handling inbound client calls.
  • My primary responsibilities include assisting advisers with their client's issues and handling deposit-related banking matters.
  • Furthermore, we have tools that allow us to access account details and make necessary amendments based on client requirements. We also use a tool called BPMS to retrieve all the tickets raised on client's accounts.
  • I am responsible for developing quality assurance procedures to ensure consistency and accuracy in our work.
  • I collaborate with different teams in the event of system glitches or breaches.
  • Prior to sharing any account-specific details, we ensure that all security checks have been completed to prevent fraudulent incidents.
  • Created reports on process performance metrics for senior management review.

Senior Process Executive

Cognizant
Pune
07.2021 - 06.2022
  • Internal Member of the Salesforce configuration team, responsible for assisting and providing technical support and resolving Admin queries of Salesforce end customers.
  • User Management: Manage user access and permissions in Salesforce.
  • Customization: Tailor Salesforce to match the company's unique needs.
  • Workflow Automation: Automate routine tasks and streamline processes.
  • Data Management: Ensure data accuracy and cleanliness.
  • Reporting and Dashboards: Create reports and dashboards for insights.
  • Integration: Connect Salesforce with other systems.
  • Security and Compliance: Enforce data security and compliance standards.

Customer Support Associate

Amazon Development Centre Pvt. Ltd
Pune
09.2019 - 06.2021
  • Handling users queries across different country like North America, and India Process.
  • Discovering training needs.
  • Attended training and provided backup for Prime and technical support.
  • Cross-trained and provided back up for multiple skills.
  • Operated in dynamic, high-volume environments to provide skilled assistance to clients.
  • Also assisted customers via Calls, chats, e-mail.
  • Developed strong customer relationships to encourage repeat business.

Education

B.E - Information Technology

Walchand Institute of Technology
Solapur
05.2019

HSC -

Walchand College of Arts & Science
Solapur
03.2015

SSC -

S.R.Chandak English High School
Solapur
03.2013

Skills

  • Multitasking Work
  • Polite phone manner, Live chat & email operation
  • Account Management
  • Complaint handling
  • Product troubleshooting
  • Order processing & fulfillment
  • Customer relations & problem-solving
  • Reporting and Documentation
  • Active Listening

Affiliations

  • Rewarded for FCR(First Call Resolution)
  • Rewarded for lowest AHT(Average call handling time).
  • Rewarded as an employee of the month.
  • Rewarded for handling highest number of calls.

Certification

  • Certified in Salesforce Administration.
  • Certified in Digital Marketing from DSIM (Delhi School of Internet Marketing).
  • Certified in Vocation training on Php organized under training program of ‘World Division Solution.’
  • Certified in Cyber Threat Management issued by Cisco.
  • Certified in Endpoint Security issued by Cisco.
  • Certified in Network Defense issued by Cisco.

Timeline

Senior Process Associate

TCS
07.2022 - Current

Senior Process Executive

Cognizant
07.2021 - 06.2022

Customer Support Associate

Amazon Development Centre Pvt. Ltd
09.2019 - 06.2021

B.E - Information Technology

Walchand Institute of Technology

HSC -

Walchand College of Arts & Science

SSC -

S.R.Chandak English High School

Similar Profiles

CREATE PROFILE
Pallavi Shah