Pragathi Pitta
Client Services
Hyderabad,Telangana
Summary
Certified project management professional with 14+ years of experience leading cross-functional teams to deliver high-impact results in customer service, process optimization, and project execution. Skilled in Agile methodologies, Lean Six Sigma principles, and strategic planning, driving operational excellence and exceeding performance targets. Proven expertise in stakeholder management, team leadership, and continuous improvement initiatives.
Overview
15
15
years of professional experience
2
2
Certificates
Work History
Sr. Client Services Specialist
GUS Education India
5 2022 - 08.2024
- Allocating work and ensuring quality control for the student journey team, generating reports, and maintaining organized documentation.
- Developed and implemented support strategies, enhancing customer satisfaction.
- Analyzed key project metrics to identify inefficiencies and drive process improvements.
- Managing escalated customer issues and ensuring timely resolution while maintaining a positive customer experience.
- Uploading customer activity inputs, competitive intelligence, and industry information using a CRM system.
- Ensured quality control in student journey processes, maintaining compliance and accuracy.
Customer Support Manager
Report Garden
09.2018 - 11.2021
- Managed a high-performing team, providing training and mentoring to improve service delivery.
- 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.
- Conducted regular account reviews, identifying areas of improvement and implementing action plans accordingly.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
Quality Analyst
Accenture Solutions Private Ltd
08.2017 - 06.2018
- Assisted in analyzing trends and implementing corrective actions for service improvement.
- Resolved all queries and requests in a timely and efficient manner in accordance with established service levels, referring to and liaising with relevant specialist teams where required within agreed processes.
- Developed and implemented quality control documentation for process efficiency.
- Managed communication between stakeholders and development teams to ensure clarity of business requirements.
Administrative Specialist
Deloitte Touché Tohmatsu Ltd
03.2016 - 06.2017
- Developed and maintained a structured Work Breakdown Structure (WBS) to improve project planning, execution, and tracking.
- Defined project scope, milestones, and task hierarchies within the WBS framework, ensuring clarity in deliverables and timelines.
- Collaborated with cross-functional teams to ensure seamless execution of WBS-defined tasks and dependencies.
- Analyzed task dependencies and risks within the WBS, enabling early risk mitigation strategies.
Level 1 Analyst
C3i Support Services Pvt. Ltd
06.2012 - 11.2014
- Conducted root cause analysis to enhance volunteer participation in Phase One studies.
- Screened potential candidates while ensuring compliance with regulatory standards.
Customer Service Executive
HSBC Data Processing India Pvt. Ltd
01.2007 - 12.2010
- Traced credit card holders, issued legal letters, processed payments, and confirmed cardholders' addresses
Education
Bachelor of Arts - Economics
04.2001 -
Skills
Power BI & CRM software expertise
Project Planning & Execution
Agile & Scrum Methodologies
Process Optimization (Lean Six Sigma)
Stakeholder & Team Management
Quality Assurance & Compliance
Languages
English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Elementary (A2)
Work Preference
Work Type
Full TimeLocation Preference
On-SiteImportant To Me
Personal development programsWork-life balanceCareer advancementCertification
Lean Six Sigma Black Belt
Timeline
Project Management Professional (PMP)® Certification Training
12-2024
Lean Six Sigma Black Belt
11-2024
Customer Support Manager - Report Garden
09.2018 - 11.2021
Quality Analyst - Accenture Solutions Private Ltd
08.2017 - 06.2018
Administrative Specialist - Deloitte Touché Tohmatsu Ltd
03.2016 - 06.2017
Level 1 Analyst - C3i Support Services Pvt. Ltd
06.2012 - 11.2014
Customer Service Executive - HSBC Data Processing India Pvt. Ltd
01.2007 - 12.2010
St. Francis College For Women - Bachelor of Arts, Economics
04.2001 -
Sr. Client Services Specialist - GUS Education India
5 2022 - 08.2024