Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
SalesAssociate
Preethi Promod

Preethi Promod

Customer Success
Vasco,Goa

Summary

Service-focused individual bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency.

Overview

4
4
Languages
5
5
years of post-secondary education
3
3
years of professional experience

Work History

Team Lead - Central Helpline

Mastree
Bangalore, Karnataka
04.2021 - Current
  • Together with Department Manager created the department SOP
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
  • Maintained and shared daily team reports
  • Created KRT assessments and reviewed team performance every month to identify training needs and stay closely calibrated to company expectations and standards.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.

Academic Advisor

Mastree
Bangalore, KA
10.2020 - 04.2021
  • Provided support and guidance to students experiencing academic and personal troubles.
  • Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
  • Organized, detailed and excellent track record of working well under pressure to meet deadlines.
  • Maintained student database and electronic records for each student contact.
  • Discussed student success strategies and development of study skills.
  • Coordinated follow up and student outreach to monitor academic progress for at-risk students.
  • Answered student inquiries and resolved problems related to curriculum and course prerequisites.
  • Mentored students, offering advice and support on topic selection, appropriateness and academic value.

Academic Counselor

ISDC
Bangalore, KA
07.2020 - 10.2020
  • Answered student inquiries and resolved problems related to curriculum and course prerequisites.
  • Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
  • Assisted students in selecting courses to align with interests and abilities.
  • Received and reviewed transcripts to determine eligibility for admission to college or specific programs.
  • Educated students on course selection to align with career goals.

Guest Service Assistant

AirAsia India
Bangalore, KA
07.2017 - 06.2019
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Prepared pre-departure and post-departure reports and passenger manifests.
  • Monitored and maintained operational protocols.
  • Oversaw ticketing, gate and ramp services.
  • Provided boarding assistance to elderly, sick or injured people.
  • Kept close eye on passenger behavior and watched for problems such as injuries, illnesses and emotional concerns.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

Education

Master of Social Work - Human Resources Management

Christ University
Bangalore
06.2015 - 05.2017

Bachelor of Arts - Journalism, Psychology & English

Christ University
Bangalore
06.2012 - 05.2015

Skills

    Team collaboration and leadership

Documentation and reporting

Complaint resolution

Account management

Team leadership and coaching

Software

Microsoft Office

FreshDesk

Navitaire

FreshChat

Knowlarity

Google sheets

Interests

Football

Documentaries

Timeline

Team Lead - Central Helpline

Mastree
04.2021 - Current

Academic Advisor

Mastree
10.2020 - 04.2021

Academic Counselor

ISDC
07.2020 - 10.2020

Guest Service Assistant

AirAsia India
07.2017 - 06.2019

Master of Social Work - Human Resources Management

Christ University
06.2015 - 05.2017

Bachelor of Arts - Journalism, Psychology & English

Christ University
06.2012 - 05.2015

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    <ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health<ul><li>- Working in Collaboration with the Central Quality team in the development of Quantitative checklists for Aggregate reports.</li><li>- Performing QR of Safety reports i.e, PADER, DSUR, PBRER and DSURs.</li><li>- Managing QR Team for Safety reports and acting as a training lead for Safety Writing Team.</li><li>- Prepared and Performed QC of the trackers for RSI project.</li><li>- Performed Quality review of cases in Argus database for VOQR project. Created error-free reports and other outputs according to tightly defined specifications to ensure timely reporting of assigned job to program management.</li><li>- Participating in weekly meetings on a regular basis to understand the client's requirement for a particular program and ensure that the team meets or exceeds the targets in terms of quality, quantity within the scope of time constraints</li><li>- Responsible for reviewing the SOPs, job aids as per program specific requirements.</li><li>- Acting as a subject matter expert and helping the team members with day-to-day trouble shooting activities.</li><li>- Signal detection and risk management plan authoring or other assigned PV related activities for client's product(s), per the regulations and SOPs when required.</li><li>- Exhibiting a growing awareness of program strategy and thinking capability alongside independence.</li><li>- Reviewing and providing solutions for issues relating to program delivery or escalating appropriately to the Team Lead / Program Lead as required.</li><li>- Providing standards for gathering information for use in trend analysis.</li><li>- Involved in people development in partnership with PDG leads.</li><li>- Ensuring that all training (internal training and client training) are successfully completed in a timely manner.</li></ul> at Syneos Health

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Preethi PromodCustomer Success