Pragathi Pitta

Work History

GUS Education India

2022.05 - 2024.08

Leading, hiring, training, & managing the team's performance with an open communication culture
Allocating work and ensuring quality control for the student journey team, generating reports, and maintaining organized documentation
Developing and implementing support strategies to meet or exceed customer satisfaction targets
Analyzing support metrics and customer feedback to identify areas for improvement and implement solutions
Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
Identified areas in need of critical improvement and implemented strategies to achieve targets.
Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Implemented effective communication strategies that fostered long-lasting connections with customers.
Developed comprehensive training materials that facilitated faster customer proficiency with the product.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Report Garden

2018.09 - 2021.11

Managed a team responsible for delivering exceptional customer service, providing coaching, guidance, and training to enhance their skills and performance
Developed and implemented support strategies and best practices to meet or exceed customer satisfaction targets
Guided new customers through onboarding, ensuring they understand how to use the product or service effectively. Developed and maintained strong relationships with customers to foster loyalty and retention.
Provided business, technical and product knowledge in support of post-sales activities.
Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.

Accenture Solutions Private Ltd

2017.08 - 2018.06

Issue Resolution: Address and resolve customer issues and escalations on time. Work with support teams to ensure problems are solved effectively.
Upselling and Cross-Selling: Identify opportunities for upselling additional features or services based on customer needs. Educate customers on new features and offerings that could add value to their business.
Customer Retention: Develop and implement strategies to improve customer retention and reduce churn. Monitor customer health scores and take preventive actions as needed.
Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Collaborated with sales and marketing teams to provide insights on customer feedback, shaping future product developments.

Deloitte Touché Tohmatsu Ltd

2016.03 - 2017.06

Understanding Customer Needs: Engage with Stakeholders: Conduct meetings or interviews with key stakeholders to understand their goals, challenges, and expectations.
Analyze Usage Patterns: Review how customers currently use the product to identify areas where adoption lags.
Tailoring Solutions:Customized Onboarding: Develop tailored onboarding experiences that address different customer segments' specific needs and pain points.
Training and Support: Offer comprehensive training sessions, resources, and support to help customers get up to speed quickly.
Improving Product Usability:Simplify User Experience: Work with the product team to streamline the user interface and ensure that the product is intuitive and easy to use.
Feedback Loop: Establish a mechanism for collecting and acting on user feedback to continuously improve the product.

C3i Support Services Pvt. Ltd

2012.06 - 2014.11

Conducted root cause analysis in volunteer participation.
Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
Delivered impactful presentations showcasing product capabilities, aligning with specific client needs and goals.

HSBC Data Processing India Pvt. Ltd

2007.01 - 2010.12

Traced credit card holders, issued legal letters, processed payments, and confirmed cardholders' addresses
Led the team to achieve improvement in error-free performance.