Pratiksha Kirnapure
Nagpur
Summary
Versatile and results-driven professional with 5+ years of experience across international BPO operations, customer service, technical support, and business process management. Experienced in handling customer queries, resolving complex issues, managing order and inventory operations, coordinating with vendors and cross-functional teams, and maintaining accurate process documentation. Currently specialising in UK commercial motor insurance claims, with a focus on non-fault claims and third-party cost recovery. Demonstrates strong communication, analytical, problem-solving, multitasking, and stakeholder management skills, with a consistent focus on service quality, operational efficiency, and process compliance. Holds a Bachelor’s degree in Social Work, complemented by leadership and team coordination experience through the National Cadet Corps (NCC).
Overview
3
3
Languages
7
7
years of professional experience
Work History
Senior associate operations
WNS global services part of Capgemini
Pune
10.2023 - Current
- Managed non-fault commercial motor insurance claims, recovering claim-related costs from responsible third parties and insurers.
- Reviewed claim details and supporting documentation to establish recovery requirements and pursue outstanding costs.
- Monitored recovery cases, identified pending actions, and followed up on outstanding claims to accelerate cost recovery.
- Coordinated with stakeholders to obtain required information, resolve queries, and progress cases toward successful recovery.
- Maintain accurate claim records and update case management systems with recovery progress, correspondence, and relevant case information.
- Investigate delays or challenges affecting recovery and take appropriate follow-up actions in accordance with established process guidelines.
- Ensure recovery activities are performed in line with client-specific procedures, quality requirements, and service-level agreements (SLAs).
- Support the timely resolution and closure of recovery cases while maintaining accuracy, productivity, and compliance with operational standards.
Customer Service Representative
Binated Pvt. Ltd.
11.2021 - Current
- Engage with customers via phone / Chat to address their queries, concerns, and requests related to orders and products promptly and courteously.
- Monitor and track orders from the initial placement to final delivery, ensuring real-time updates to customers regarding their order status.
- Proactively follow up with customers to ensure successful and timely deliveries, making necessary arrangements to resolve any delivery-related issues.
- Focus on delivering exceptional customer experiences, exceeding expectations, and ensuring a high level of customer satisfaction.
- Identify and resolve customer complaints and problems, escalating complex issues to higher authorities when required.
- Accurately record and maintain customer interactions, ensuring thorough documentation of queries and resolutions for future reference.
- Team Collaboration: Collaborate with cross-functional teams to address customer needs effectively, ensuring a seamless end-to-end customer experience.
- Continuously identify process inefficiencies and suggest improvements to enhance the overall customer support process.
- Prioritize tasks efficiently to manage multiple inquiries simultaneously and meet strict deadlines.
- Binated provides services including international BPO dealing with inventory and order management which have various chat and voice process.
Customer Support Executive
THINK Beyond Tech
10.2020 - 11.2021
- Served as the first point of contact for customers seeking assistance.
- Respond promptly to customer inquiries and provide accurate solutions or escalate complex issues to the appropriate teams.
- Diagnose and troubleshoot technical issues reported by customers, identifying root causes and proposing effective solutions.
- Guide customers through step-by-step instructions to resolve software-related problems
- Collaborated with cross-functional teams, including software developers and product managers, to address critical customer issues and improve the product's functionality.
- Document and maintain detailed records of customer interactions, issues, and solutions using our support ticketing system.
- Identify opportunities for process improvement and provide feedback to enhance the product's usability and customer experience.
- Contribute to training programs and workshops for internal staff and customers.
- Worked closely with customers and stakeholders to gather feedback, prioritize features, work on product design and functionality.
- It is SAAS based IT Product Company dealing in products like Retail ERPs, POS, customized products & website development.
Executive & Customer Support
Ease Go Wash Pvt. Ltd
01.2020 - 10.2021
- Managed customer support operations, responding to customer inquiries and complaints, and ensuring high levels of customer satisfaction.
- Worked closely with the operations team to optimize the scheduling and delivery of car cleaning services, ensuring timely and efficient service delivery to customers.
- Conducted regular customer feedback surveys and analyzed results to identify opportunities for improving the quality of car cleaning services and customer experience.
- Conducted vendor onboarding sessions and provided training on car cleaning procedures, quality standards, and customer service expectations to ensure a smooth onboarding process for new vendors.
- Established and maintained strong relationships with existing vendors, ensuring alignment on quality standards and customer service expectations.
- Conducted regular vendor performance reviews and implement improvements to enhance vendor relationships and improve the quality of car cleaning services.
- It was a doorstep company providing Doorstep car washing services serving in the city Nagpur.
Education
National Cadet Corp. -
3 MAH ENGR COY( RTM, Nagpur)
Nagpur, Maharshtra, IndiaBachelor of Social Work. -
MSSISW
NagpurHSSC (12th). -
Priya Vidya Vihar
NagpurSSC (10th). -
St. Joseph Vidyalaya
NagpurSkills
- Leadership Skills
- Ability to create Ideas
- Ability to apply solutions
- Data Management
- Team Management
- Multitasking
- Managing Projects
- Maintaining Client Relationship
- Windows
- MS Office
- MS Word
- MS Excel
- PowerPoint
- Google Sheets
- Google Docs
- Asana
- Compass
- Guidewire
- Verify portal
Full Name
Pratiksha Kirnapure
Phone
+91, 7387260588
Date Of Birth
12/30/99, MM/DD/YY
Languages
- English
- Hindi
- Marathi
Projects
- Study of Psycho-Social problems faced by children with a physical disability, Research Work
- Harassment of women at workplaces, Research Work
Student Life And Volunteerism
- National Cadet Corps. (NCC), Sr. Under Officer (SUO), 01/01/17, 01/01/20, 2017, 2020, 3 MAH ENGR COY, Nagpur, Maharashtra, India, 3 MAH ENGR COY (RTM, Nagpur), Responsible for the overall operation of the unit., Directed unit meetings and delegated duties to other team members., Attended 2 Nationals & 1 State NCC Camp and certified as Best Camp Commander & Best Firer.
- National Service Scheme (NSS), State Camp, 01/01/17, 01/01/20, 2017, 2020, Organized various events for betterment of society and self-development., Attended State Level Camp of NSS.
- Bharosa Cell, Junior Counselor
- ChildLine, Coordinator
Personal Information
- Father's Name: Mr.Udaychandra Kirnapure
- Marital Status: Single
Disclaimer
I hereby assure you that the above information is true, complete, and to the best of my knowledge.
Languages
Marathi
First Language
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Senior associate operations
WNS global services part of Capgemini
10.2023 - Current
Customer Service Representative
Binated Pvt. Ltd.
11.2021 - Current
Customer Support Executive
THINK Beyond Tech
10.2020 - 11.2021
Executive & Customer Support
Ease Go Wash Pvt. Ltd
01.2020 - 10.2021
National Cadet Corp. -
3 MAH ENGR COY( RTM, Nagpur)
Bachelor of Social Work. -
MSSISW
HSSC (12th). -
Priya Vidya Vihar
SSC (10th). -
St. Joseph Vidyalaya