Priyadarshini Bharti
CFE Senior Consultant
Hyderabad
Summary
Experienced professional with over 11 years of experience in the ITES industry in technical, sales and customer support roles. Excellent reputation for resolving problems and improving customer satisfaction. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Seeking to pursue a career in a challenging environment where growth and prospects are unlimited. To continuously improve my knowledge and skills, there by contributing to the best of my ability for company’s growth.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
CFE Senior Consultant
SAP SuccessFactors
Hyderabad
08.2021 - Current
- Schedule and conduct client project calls
- Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early
- Communicate Project status to Implementation Services Managers & Client administrators.
- Provide consultative expertise to the client, including guiding clients through key decisions and trade-offs to maintain project scope and timeline
- Maintaining internal data & tools
- Moderator for Customer Community page
- CSAT Analysis
Manager - Customer Support
SwoopTalent
Hyderabad
02.2021 - 08.2021
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Managed a team by creating workflows, helping customers with the onboarding process & process improvement projects.
Quality Assurance Analyst
Clarivate
Hyderabad
06.2017 - 02.2021
- Reporting and analysis – preparing daily/weekly/monthly reports/Dashboards and presenting analysis and action plan for stakeholders
- BQ Management
- Worked on projects related to CSAT & CES
- Attending team calls & calibrations
- Trained new Quality Analysts, supported more than 70 agents & helped in setting up process in Penang, Malaysia for new hires
- Skilled committed to addressing customer/client concerns & escalations with speed, accuracy and professionalism
- Audit inbound/out-bound calls, chats & emails on a monthly basis
- Creating Quality forms, designing Quality tool – NICE Engage for the program & successfully implementation of the tool including training the Quality team & Operations.
Quality Analyst & Sr. Quality Analyst
247.Inc
Hyderabad
12.2014 - 05.2017
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Defined and implemented quality initiatives to reduce risk.
- Audit inbound/out-bound calls, chats & emails on a monthly basis.
- BQ Management
- Attending client calls & Calibration.
- Monitoring & reporting fraudulent activities & non-negotiable behaviors.
Sales Support
247.Inc
Hyderabad
01.2014 - 11.2014
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Provided best-in-class real-time sales support for customers while leading by example for sales team members.
- Assisted customers with sales needs such as product and technical questions.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
Customer Service Executive
247.Inc
Hyderabad
11.2011 - 12.2013
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers of upcoming promotions and deals to boost sales.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Evaluated interactions between associates and customers to assess personnel performance.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Delivered training and hands-on experience to team members to enhance customer satisfaction.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
10th -
St. Joseph’s High School
Patna, Bihar 04.2003 - 03.2004
12th -
St. Joseph’s Public School
Patna, Bihar 04.2004 - 03.2006
Bachelor of Arts -
Madurai Kamraj University
04.2015 - 03.2018
Skills
Lean / Six Sigma
undefinedCertification
Six Sigma Green Belt
Hobbies
- Dancing
- Cooking
- Gardening
- Playing Table-Tennis
- Watching movies
- Listening to music
If the time permits after all these, then I try to do social activities & help in rescuing animals & finding forever homes for them.
Timeline
CFE Senior Consultant
SAP SuccessFactors
08.2021 - Current
Manager - Customer Support
SwoopTalent
02.2021 - 08.2021
Six Sigma Green Belt
12-2020
Customer Delight
10-2020
Quality Assurance Analyst
Clarivate
06.2017 - 02.2021
CEE Yellow Belt
06-2015
Bachelor of Arts -
Madurai Kamraj University
04.2015 - 03.2018
Quality Vista Level 1
04-2015
Quality Analyst & Sr. Quality Analyst
247.Inc
12.2014 - 05.2017
Sales Support
247.Inc
01.2014 - 11.2014
Customer Service Executive
247.Inc
11.2011 - 12.2013
Diploma in Aviation, Hospitality & Travel Management
11-2007
12th -
St. Joseph’s Public School
04.2004 - 03.2006
10th -
St. Joseph’s High School
04.2003 - 03.2004
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