Pinky M
Senior Analyst, Project Manager
Hyderabad
Summary
An individual with 15+ years of customer and Sales operations experience who believes in winning as a Team, discharging duties relentlessly for the success of the organization by thinking customers' needs first and driving for results
Overview
18
18
years of professional experience
Work History
Senior Analyst (Global Auditor/Coach)
Dell Technologies
10.2018 - 02.2024
- Driving process efficiencies with strategic insights that help boost Sales
- Working proactively with cross-functional/Global teams for best practice share that always resulted in the betterment of the customer experience
- Performing process audits and presenting data/reports by using advance excels
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
- Resolved problems, improved operations, and provided exceptional service
- Managed TQ team of 12 employees, overseeing hiring, training, and performance growth of employees
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Support Specialist (Quality Auditor)
Seaton India Pvt Limited
09.2016 - 09.2018
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership
- Developed and maintained quality assurance procedure documentation
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
Coach /Team Lead
Sutherland
12.2013 - 08.2016
- Trained a new team that was transitioned from Dell
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Coached BQ team members to improve their performances
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Associate and Sr. Associate
Dell Financial Services
05.2006 - 12.2013
- Recommended items to customers based on specific needs and explained features and benefits
- Investigated and resolved customer inquiries and complaints quickly
- Audited customer support procedures and collaborated regionally to promote standardization across all offices.
Education
Business Management -
Bhavan's Vivekanada College - Sainikpuri
Skills
Mentorship and coaching
Business process management
Team Building
Training and mentoring
Interpersonal communications
Transition Management
Accomplishments
- Several inspire awards for outstanding performance at work
- Customer excellence Award in Q2FY18
- Bronze Award for excellence in Q4 FY12
- Bronze Award for excellence in Q3 FY11
- Extra Miler Award Q4 FY 10
- Agent of the Quarter - Q1 FY09
- Agent of the Quarter - Q1 FY08
- CE Star of the Quarter - Q4 FY07
Timeline
Senior Analyst (Global Auditor/Coach)
Dell Technologies
10.2018 - 02.2024
Support Specialist (Quality Auditor)
Seaton India Pvt Limited
09.2016 - 09.2018
Coach /Team Lead
Sutherland
12.2013 - 08.2016
Associate and Sr. Associate
Dell Financial Services
05.2006 - 12.2013
Business Management -
Bhavan's Vivekanada College - Sainikpuri
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