Microsoft Office
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
Software
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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