Preeti Arya
Gurugram
Summary
Dynamic and results-oriented Stakeholder Management Specialist with 5+ years of progressive experience in stakeholder engagement, client relationship management, escalation handling, and incident resolution within fast-paced telecom, airline, and technology environments. Demonstrated ability to foster strong internal and external partnerships, manage high-stakes escalations, and lead cross-functional collaborations that drive operational excellence, customer loyalty, and brand reputation. Proven voice and chat support expertise, coupled with strategic decision-making and conflict resolution skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Process Analyst (Loyalty Queue)
Accenture Solutions Private Limited
05.2023 - 04.2025
- Provide highest-level support in the Loyalty Queue, managing sensitive escalations for a US telecom client’s messaging platform, ensuring timely resolution of critical customer issues.
- Investigate creator/consumer issues, develop bespoke communication strategies via email/chat and phone, and mitigate security and brand risks, aligning with operational excellence.
- Reduced Average Handle Time (AHT) by 20% through process optimization, identifying upselling opportunities to enhance team efficiency and customer retention.
- Improved Net Promoter Score (NPS) by 15% by streamlining processes, and fostering customer loyalty and satisfaction.
- Collaborate with cross-functional teams to identify workflow gaps, propose innovative strategies, and make time-critical decisions to support internal and client-facing initiatives.
Service Expert
Praxis Services Private Limited
09.2022 - 04.2023
- Managed escalated customer issues for a premium Indian airline across reservations, in-flight, and airport operations, achieving a 10% improvement in CSAT scores.
- Developed personalized resolutions for passenger concerns, ensuring high customer satisfaction and mitigating risks to brand reputation.
- Mentored 10+ new hires, aligning them with performance targets in productivity and customer satisfaction metrics, fostering a collaborative team environment.
- Communicated investigative findings to internal stakeholders, ensuring alignment with operational goals and time-critical decision-making.
Subject Matter Expert (Incident Management Queue)
Concentrix Daksh Private Limited
01.2020 - 07.2022
- Operated in the Incident Management Queue, managing sensitive escalations and providing resolution guidance to team members, ensuring swift and accurate incident responses.
- Led process optimization initiatives, reducing repeat issue rates by 12% and improving chat throughput without compromising quality, aligning with risk mitigation goals.
- Collaborated with cross-functional teams to identify workflow gaps, proposing solutions that resulted in consistent CSAT growth of 8%.
- Spearheaded training programs for onboarding batches of 20+ new hires, equipping them with skills to meet performance targets and exceed customer expectations.
- Made time-critical decisions during high-pressure escalations, ensuring operational efficiency and customer satisfaction.
Education
High School Diploma -
Haryana Open School
Panipat, India12-2016
DAV Centenary Public School
Panipat, India05-2013
Skills
- Escalation Management & Incident Response
- Customer Support & Client Relationship Management
- Project Management
- Time-Critical Decision-Making
- Cross-Functional Collaboration & Stakeholder Communication
- Risk Mitigation & Process Optimization
- Conflict Resolution & Problem-Solving
- Prioritization & Time Management
- Leadership & Team Mentoring
- Creative Writing & Bespoke Communication
- Skilled in Trello and Slack
- Quality assurance
Accomplishments
- Successfully published a short novel, [A Shattered Veil], on Amazon KDP, demonstrating creative writing and project management skills, [2024].
- Authored and published a children’s book, [Noah & Cucu: A Tale of Best Friends], on Amazon KDP, showcasing self-motivation and ability to manage end-to-end publishing projects, [2024].
- Achieved 10% CSAT growth at Praxis Services Pvt. Ltd. by effectively managing escalated customer issues for a premium Indian airline, 2020.
- Reduced Average Handle Time (AHT) by 20% at Accenture Solutions Pvt. Ltd., enhancing team productivity and customer experience, 2024.
- Decreased repeat issue rates by 12% at Concentrix Daksh Pvt. Ltd. through process optimization in the Incident Management Queue, 2021.
- Recognized for mentoring 15+ new hires at Concentrix Daksh Pvt Lmt. improving team performance and onboarding efficiency, 2021.
Certification
- Leadercamp on Demand: Critical Thinking, Skillsoft, 2025
- Certified Associate in Project Management (CAPM), Simplilearn, 2024
- Project Management 101: PMP Certification Training, Simplilearn, 2024
- Introduction to Generative AI, Large Language Models & Responsive AI, Google Cloud, 2024
Hobbies
- Creative Writing: Authored and published a short novel and a children’s book on Amazon KDP.
- Singing
- Listening to Music
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
French
Beginner (A1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Trello
Jira
Slack
Salesforce
Zendesk
Tableau
Creative writing
- Successfully published a short novel, [A Shattered Veil], on Amazon KDP, demonstrating creative writing and project management skills, [2024].
- Authored and published a children’s book, [Noah & Cucu: A Tale of Best Friends], on Amazon KDP, showcasing self-motivation and ability to manage end-to-end publishing projects, [2024].
Timeline
Process Analyst (Loyalty Queue)
Accenture Solutions Private Limited
05.2023 - 04.2025
Service Expert
Praxis Services Private Limited
09.2022 - 04.2023
Subject Matter Expert (Incident Management Queue)
Concentrix Daksh Private Limited
01.2020 - 07.2022
High School Diploma -
Haryana Open School
DAV Centenary Public School
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