Summary
Overview
Work History
Education
Skills
Timeline
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Pratiksha Joshi

Pune

Summary

Results-driven leader with expertise in TMG/UAG Edge firewalls, Endpoint Protection, and Cloud Application Security. Proven track record in developing training programs and improving operational efficiency. Accomplished professional with several years of experience guiding and developing employees. Proven leader with strong background supervising daily activities and leading teams to meet operational goals. Stellar problem solver with excellent judgment and professional attitude.

Overview

8
8
years of professional experience

Work History

Team Manager

Concentrix
Pune
09.2020 - Current
  • Coordinated team efforts to achieve high standards in customer service delivery.
  • Partnered with upper management and HR to identify effective resolutions for employee relations issues.
  • Established effective communication channels between departments to ensure information is shared accurately and efficiently.
  • Suggested various operational strategies to increase productivity.
  • Developed training programs to enhance staff skills and knowledge.
  • Coordinated daily operations to meet departmental goals and objectives.
  • Head- Allocation in different Zones based on client requirement and providing updates.
  • Reviewed candidate resumes and scheduled and interviewed potential new hires.
  • Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Quality Analyst

Concentrix
Pune
10.2019 - 09.2020
  • Conducted quality assessments on customer service interactions for compliance.
  • Developed and updated quality assurance documentation and training materials.
  • Collaborated with team members to identify process improvement opportunities.
  • Facilitated training sessions for new employees on quality protocols.
  • Reviewed and monitored performance metrics to ensure adherence to guidelines.
  • Implemented corrective actions based on quality audit findings and trends.
  • Coordinated with management to align quality initiatives with business objectives.
  • Analyzed customer feedback to enhance service delivery standards.

Senior Customer Service Representative

Concentrix
Pune
09.2017 - 10.2018
  • Managed customer inquiries through various channels including phone, email, and chat.
  • Resolved customer complaints by providing effective solutions and follow-up support.
  • Trained new team members on company policies and customer service best practices.
  • Documented customer interactions in the ticketing system for future reference.
  • Collaborated with other departments to address and resolve complex issues.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Resolved escalated customer complaints in a timely manner.

Education

Bachelor of Engineering -

Dr. APJ Abdul Kalam University

Skills

  • TMG/UAG Edge firewalls and proxy
  • Servers
  • DHCP
  • Endpoint Protection
  • Dockers/containers
  • Virtual Machine
  • Identity Services
  • Cloud Application Security
  • Azure admin
  • Python, C
  • Working knowledge of MySQL
  • Conflict resolution
  • Operational strategy
  • Interviewing candidates
  • Training development
  • Customer relationship management
  • Green Belt in Six Sigma

Timeline

Team Manager

Concentrix
09.2020 - Current

Quality Analyst

Concentrix
10.2019 - 09.2020

Senior Customer Service Representative

Concentrix
09.2017 - 10.2018

Bachelor of Engineering -

Dr. APJ Abdul Kalam University

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Pratiksha Joshi