Pragati Dhunde
Pune
Summary
Customer Support Manager with proven ability to resolve issues efficiently, enhancing customer satisfaction and loyalty. Experienced in implementing large-scale service processes and managing geographically diverse support teams. Skilled in conflict resolution, persuasive communication, and quality assurance, ensuring team success and operational excellence. Detail-oriented and reliable, adept at managing timelines and processes to achieve organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Mphasis
Pune
03.2023 - Current
- Led and motivated teams to exceed performance targets and achieve goals.
- Monitored service desk ticketing system, ensuring timely responses to all tickets.
- Communicated technical information clearly to users, stakeholders, and technical teams.
- Managed service desk teams through effective scheduling and performance management.
- Implemented process improvements to enhance efficiency and quality in operations.
- Fostered positive relationships with team members and stakeholders while resolving conflicts.
- Developed comprehensive help desk software that improved customer service and reduced resolution time.
- Coached team members to enhance skills and promote professional development.
- Conducted regular check-ins with clients to ensure their needs were met.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Associate Consultant/ Team Lead
Capgemini
Pune
11.2020 - 02.2023
- Supervised team to ensure delivery of exceptional customer service and attainment of performance targets.
- Developed and implemented support processes, defining workflows, creating documentation, and enforcing best practices.
- Resolved escalated customer issues requiring advanced technical knowledge with efficiency and precision.
- Analyzed support metrics, including customer satisfaction ratings and response times, to identify improvement areas.
- Conducted monthly training sessions and coached team members to enhance technical skills and service quality.
- Maintained a comprehensive knowledge base of technical issues and solutions for effective problem resolution.
Senior Associate/ L2 Technical Support Engineer
TechMahindra
Pune
12.2019 - 11.2020
- Provided advanced technical support to resolve complex IT system issues.
- Diagnosed and resolved escalated incidents in collaboration with customers and internal teams.
- Analyzed data and created reports for senior management.
Senior Associate/ L1 Technical Support Engineer
WIPRO
Pune
06.2016 - 12.2019
- Acted as initial point of contact for computer and system-related concerns from clients and employees.
- Assisted customers with technical issues, ensuring timely resolution and satisfaction.
- Implemented feedback from supervisors and quality analysts to enhance service delivery.
- Shared best practices with team leaders to elevate overall team performance.
- Utilized Microsoft applications including Word, Excel, Visio, and Outlook to optimize workflows.
- Demonstrated technical expertise and deep understanding of systems to resolve client issues efficiently.
Education
PGDBM/Diploma - Business Management
Govt E.V.P.G.College
Korba, C.G10.2016
B.com - Bachelors Degree
Govt E.V.P.G.College
Korba06.2015
HSC -
Nirmala Higher Secondary School
Korba, Chhattisgarh State board06.2010
SSC -
Nirmala Higher Secondary School
Korba, Chhattisgarh State board06.2007
Skills
- Communication proficiency
- Microsoft Office applications
- Leadership capabilities
- Efficient time management
- Teamwork skills
- Management acumen
- Customer relationship management
- Incident management
- ITIL framework
Hobbies and Interests
- Dancing
- Crafting
- Learning
Personal Information
Nationality: Indian
Certification
Certificate in Product Management Foundation
Certified in Power BI workshop with Office Master
Languages
Hindi
First Language
English
Elementary (A2)
A2
Timeline
Customer Success Manager
Mphasis
03.2023 - Current
Associate Consultant/ Team Lead
Capgemini
11.2020 - 02.2023
Senior Associate/ L2 Technical Support Engineer
TechMahindra
12.2019 - 11.2020
Senior Associate/ L1 Technical Support Engineer
WIPRO
06.2016 - 12.2019
PGDBM/Diploma - Business Management
Govt E.V.P.G.College
B.com - Bachelors Degree
Govt E.V.P.G.College
HSC -
Nirmala Higher Secondary School
SSC -
Nirmala Higher Secondary School
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