PRIYA KUMARI
PATNA
Summary
Responsible and focused team player with a consistent record of accomplishment of meeting and exceeding performance goals. Strong understanding on customer support services and ensure the impact is minimized, and up to date controls, processes, documentation, and procedures are in place and followed. A proactive problem solver and trusted advisor, committed to driving customer success and helping organizations realize the full potential. Skilled with a demonstrated ability to lead crossfunctional teams. To aggressively pursue a career, that allows to utilize the experience and provide an opportunity for advancement through learning and mastering new skills and enhancing the existing skills.
Overview
3
3
years of professional experience
Work History
SENIOR PROCESS EXECUTIVE
COGNIZANT
06.2021 - Current
- Solid computing skills and well versed with Excel and Google Sheets
- Team management experience with proven track record of upskilling of agents
- Managed Chat Interactions: Handled an average of 35+ chat interactions per day, providing prompt and accurate responses to customer inquiries.
- Resolved Issues Efficiently: Achieved a 95% satisfaction rate by resolving issues within the chat window and ensuring a positive customer experience.
- Utilized CRM Tools: Leveraged CRM tools and chat software to track and manage customer interactions, ensuring all queries were addressed and documented.
- Ability to achieve stretch targets and able to take decisions and manage complex/ difficult employee's situation
- Willing to work in rotational shifts
- Initiating activities/ projects on the operations floor to improve productivity with quality.
- Enhanced Communication Skills: Demonstrated strong written communication skills by articulating solutions clearly and concisely in a chat-based environment.
- Team Collaboration: Coordinated with team members and other departments to resolve complex issues and provide comprehensive support through chat channels.
- Engaged in Live Chat : Conducted live chat sessions with potential customers.
- Analyzed Chat Data: Monitored chat data and customer feedback to identify trends and opportunities for improving strategies.
- Maintained Chat Records: Kept detailed records of chat interactions and follow-ups to ensure continuity and track progress.
Education
Post Graduation, MBA / PGDM / ( IB ) -
Jagannath International Management School
Bachelor of Commerce -
Shaheed Bhagat Singh College (University of Delhi)
Intermediate School Certificate of Education CBSE -
Park Mount Public School
Senior Secondary Certificate of Education ICSE -
St. Karen's High School
Skills
- Problem-solving
- Communication skills
- Strategic Planning
- Team building
- Marketing
Languages
English
Fluent
Hindi
Fluent
Accomplishments
Global Immersion Program from Nanyang Technology University, Singapore
Timeline
SENIOR PROCESS EXECUTIVE
COGNIZANT
06.2021 - Current
Post Graduation, MBA / PGDM / ( IB ) -
Jagannath International Management School
Bachelor of Commerce -
Shaheed Bhagat Singh College (University of Delhi)
Intermediate School Certificate of Education CBSE -
Park Mount Public School
Senior Secondary Certificate of Education ICSE -
St. Karen's High School