Prerna Verma
Pune
Summary
Customer service & Project Management specialist with 9+ years of experience. Known for effectively communicating complex technical concepts, ensuring stakeholder confidence and project success. Proven ability to multitask in fast-paced environments while maintaining accuracy and attention to detail.
Overview
1
1
year of professional experience
Work History
Deputy Manager – Policy Servicing Central Ops
Bajaj Allianz Life Insurance Company Ltd
Pune
08.2023 - Current
- Implemented effective project management strategies to optimize timelines and deliverables.
- Performed project plan preparation, key stakeholder identification and alignment, and cross-functional resource allocation.
- Worked closely with functional and business stakeholders to identify opportunities for improvement in order to enhance process efficiency and effectiveness.
- Effectively communicated updates to key stakeholders and end users by developing comprehensive materials like SOPs, checklists, and Ready Reckoner.
- Monitored change post implementation to stabilize and accrue benefits.
- Ensured the production of thorough, accurate, and timely reports detailing project progress.
Project Manager
Omen Assessors Private Limited
Bhopal
- Employ effective techniques for gathering requirements from stakeholders and communicate to development team using data analysis skills
- Identifying potential bottlenecks and developing strategies for smooth automation implementation
- Develop MIS and Business Reports and individual performance evaluation using strong analytical skills
- Prepare Dashboard for Stakeholders and Employee to review overall performance using data analytical skills
- Leverage Software to other Valuers and providing process knowledge for data filling and report generation.
Senior Executive- Customer Service (Resolution Team)
Vodafone Mobile Services Ltd
Bhopal
- Analyzing Customer complaints, identifying root causes, and Coordination with other stake holder to facilitate complaint resolution
- Proficiency in navigating and utilizing applications like UPSS and Customer Relationship Management, AMDOCS, Genesys, OGM to efficiently handle customer complaints
- Handling higher escalations received at Nodal, Appellate, W-COM, social media, Fastrack cases received via EXCO Members, Consumer Forum, TRAI, TCCMS, Legal and providing end to end resolution along with Process Corrections using strong analytical and problem-solving skills
- Handling Nodal/Appellate calls and providing end to end resolutions
- Responsible for getting higher CSAT score on complaints
- Responsible for escalation root cause analysis and reduction of complaints received at written communication
- Responsible for training to third party vendor for on written communication mails and adherence to process.
Assistant Manager-Customer Service
Fortune Builder Pvt Ltd
Bhopal
- Effective interaction with customers and resolving their issues
- Ensuring accuracy and thoroughness in after-sales activities
- Resolving issues related to payments, modifications, and project developments
- Interacting with the bank officials and get the project approved from various banks for loans to be organized for the clients.
Assistant Manager-Customer Service and Admin
Paras Housing Pvt Ltd
Bhopal
- Responsible for managing customer database management system
- Effective interaction with customers and resolving their issues
- Ensuring accuracy and thoroughness in after-sales activities
- Interacting with the bank officials and get the project approved from various banks for loans to be organized for the clients
- Setting up Electronic Filling Systems, Managing Customer Legal & statutory Documentation
Education
Pursuing Data science and AI Certification Program -
Learn bay- IBM Certification
Master of Business Administration - Finance
VNS Institute of Management
Bhopal, IndiaBachelors of Science - Economics, Statistics, Mathematics
Sarojini Naidu Government Girls Post Graduate (Autonomous) College
Bhopal, IndiaSkills
- Project Management
- Microsoft Office expertise
- Customer Relationship Management (CRM)
- Problem-Solving
- Effective Communication
- Teamwork and Collaboration
Timeline
Deputy Manager – Policy Servicing Central Ops
Bajaj Allianz Life Insurance Company Ltd
08.2023 - Current
Project Manager
Omen Assessors Private Limited
Senior Executive- Customer Service (Resolution Team)
Vodafone Mobile Services Ltd
Assistant Manager-Customer Service
Fortune Builder Pvt Ltd
Assistant Manager-Customer Service and Admin
Paras Housing Pvt Ltd
Pursuing Data science and AI Certification Program -
Learn bay- IBM Certification
Master of Business Administration - Finance
VNS Institute of Management
Bachelors of Science - Economics, Statistics, Mathematics
Sarojini Naidu Government Girls Post Graduate (Autonomous) College
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