Priya Pravin Mandal
Pune
Work Preference
Summary
Support professional with proven history of delivering top-tier customer service and resolving technical issues efficiently. Known for strong collaboration skills and adaptability to dynamic environments. Expertise in troubleshooting and user support, backed by reliable and results-driven approach.
Overview
11
11
years of professional experience
Work History
Support Consultant
Veradigm India Pvt. Ltd Formerly Allscripts India Pvt. Ltd.
Pune, IN
01.2021 - Current
- Developed comprehensive training materials for new team members, ensuring a smooth on-boarding process.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Streamlined support processes for improved efficiency and reduced response times.
- Enhanced customer satisfaction by addressing and resolving technical issues effectively.
- Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
- Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
- Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
- Championed ongoing process improvement initiatives, leading to streamlined workflows and increased productivity levels.
- Conducted regular performance reviews and provided constructive feedback, fostering professional growth among team members.
- Maintained detailed records of all support interactions, enabling accurate reporting and informed decision making.
Recruiter – Talent Acquisition
WhiteHat Junior
08.2020 - 01.2021
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Coordinated schedules to arrange management interviews with applicants.
- Negotiated competitive salary packages with candidates, resulting in successful offers and acceptances.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Developed strong understanding of industries served, allowing for targeted recruiting efforts for specialized positions.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Streamlined communication between candidates and hiring managers, leading to higher satisfaction on both sides.
Senior Associate
Tech Mahindra Business Services
09.2019 - 06.2020
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Improved service delivery consistency by standardizing response procedures across all customer touchpoints.
Senior Associate Operations (Band A)
WNS
Pune, India
06.2017 - 03.2019
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Conducted comprehensive policy audits for clients, ensuring proper documentation and compliance with regulatory requirements.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Streamlined client onboarding processes by implementing efficient data collection methods and reducing paperwork.
- Oversaw account management activities including billing inquiries, policy adjustments, and renewals to maintain high levels of client satisfaction.
- Coordinated with legal counsel to address complex policy issues or disputes, providing expert guidance in the resolution process.
Customer Service Executive
Credence Resource Management
05.2015 - 06.2016
- Developed customized payment plans for financially distressed clients, assisting them in meeting their obligations while preserving business relationships.
- Negotiated settlements with delinquent account holders, securing favorable outcomes for both parties and reducing overall writeoffs.
- Maintained accurate records of all collection activities, providing regular updates to management on the status of outstanding accounts.
- Leveraged advanced software tools to efficiently manage large portfolios of overdue accounts, prioritizing efforts based on risk assessment and potential impact on cash flow.
- Maintained strong knowledge of industry trends and best practices in collections, staying current with changes to legislation or regulatory requirements affecting the field.
- Collaborated closely with other departments to resolve billing discrepancies or disputes that could lead to late payments or non-payment situations.
- Maximized recovery of outstanding debts by utilizing persuasive negotiation techniques and maintaining a professional demeanor in all interactions.
- Trained junior collections staff in industry best practices, fostering a culture of continuous improvement within the department.
- Conducted thorough credit evaluations for potential clients, minimizing bad debt exposure and protecting company assets.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Himalyan University
08-2024
HSC -
Don Bosco Junior College
01.2015
SSC -
Don Bosco High School
01.2013
Skills
- Interactive with people
- Excellent Communication and Organizational Skill
Empathy and patience
IT troubleshooting
Training and coaching
Strong interpersonal skills
Customer service expertise
Staff management
Work Planning and Prioritization
Problem-solving
Technical support expertise
Documentation skills
Accomplishments
- Felicitated “Top performer” four times for achieving 100% quality and required production as per SLA of the company.
- Felicitated three times for achieving Top incentive rating in the company in annuities process as structure settlement
- Achieved “Original award” for continued improvement and progress in process.
- Completed Planning management, Personality development, MS Excel Intermediate Training.
Activities
Listening to music. Learning from people, decorating and event management.
Software
ServiceNow
, 5, Advanced,SQL
, 3, Intermediate,Securelink
, 4, Upper intermediatePersonal Information
Personal Information
English, Hindi, Marathi and Bengali.
Hobbies and Interests
Watching Web series, Surfing Internet, playing games
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Software
SQL
ServiceNow
CoPilot
Timeline
Support Consultant
Veradigm India Pvt. Ltd Formerly Allscripts India Pvt. Ltd.
01.2021 - Current
Recruiter – Talent Acquisition
WhiteHat Junior
08.2020 - 01.2021
Senior Associate
Tech Mahindra Business Services
09.2019 - 06.2020
Senior Associate Operations (Band A)
WNS
06.2017 - 03.2019
Customer Service Executive
Credence Resource Management
05.2015 - 06.2016
Bachelor of Computer Applications - Computer And Information Sciences
Himalyan University
HSC -
Don Bosco Junior College
SSC -
Don Bosco High School