Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Certification
Timeline
Generic

PRIYANKA Thakur

Baijnath

Summary

To obtain a challenging and responsible position in professional organization, where I can contribute my technical skills and strength along with my vision, mission and values that conjoin with organization goal.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Ambassador

SherWeb
Himachal
06.2023 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Helped customers navigate complex Microsoft licensing scenarios.
  • Promoted use of Microsoft OneNote and SharePoint for documentation management.
  • Administered web server and supported SharePoint and MS Teams server-based applications.
  • Supported end-user networks in Microsoft environment incorporating Microsoft Server and Workstation practices.
  • Discussed Microsoft offerings with customers to advise on best technologies and products for projects.
  • Managed approximately 5-10 incoming technical cases, emails and phones per day from customers.

Acting Subject Matter Expert (SME) - HP Process Team Leader

Concentrix Daksh Services India Pvt. Ltd
Chandigarh
03.2022 - 02.2023
  • High performance delivery on all quality parameters
  • Provide Coaching and Feedback
  • Effective Planning and Prioritization to drive performance
  • Meet C-Sat target - for a team of 20-25 associates
  • Support intra & inter function collaboration
  • Proactively implement best practices across locations -add value to the business
  • Provide mentorship to new hires
  • Meet and exceed the monthly targets of key customer impacting SLAs
  • Contribute to process improvement and innovation
  • Interface with customers as per requirement
  • Conduct Need analysis and share feedback with stakeholders
  • Provide Feedback to New Hires on product
  • Monitor advisors progress through the duration of production including providing coaching and developmental feedback.
  • Conduct classroom training as per ramp planning
  • Determine continuation of employment eligibility for advisors through performance feedback process
  • Participate in floor support activities including OJT Support, Refresher and Remedial trainings as required and ensure program effectiveness
  • Drive continuous process improvement in program execution by providing documentation of existing processes, evaluation of likely scenarios.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Advisor

Northern Data Coding Pvt Ltd
Himachal
09.2020 - 02.2022
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.

Sr. Advisor - HP Process

Concentrix Daksh Services India Pvt. Ltd
Chandigarh
09.2020 - 09.2021
  • Joined Teleperformance in 2018 as an advisor.
  • I have served 1 Year and 10 months to the organization and drive Continuous Improvement in the team along with metrics improvement.
  • Mentored junior advisors, fostering professional development and enhancing overall team performance.

Advisor in Xiaomi Process

Teleperformance
Chandigarh
08.2018 - 05.2020
  • Drive Continuous Improvement in the team along with metrics improvement
  • Handle difficult/escalated claims & mails
  • Analysis and Reporting, Data Collection and Analysis
  • Manage complex/ difficult employee situations
  • Managed approximately 30 incoming calls, emails and faxes per day from customers

Education

Bachelor of Computer Applications -

HP University
Dharamshala, HP
01.2015 - 01.2018

Skills

  • Creativity

  • Communication

  • Friendly

  • Teamwork

  • Customer engagement

  • Active listening

Product knowledge

Customer education

Product and service promotion

Accomplishments

  • Participated in client-based tool automation and Sandbox testing
  • Participated in various new projects of Automation BOTS within HP for testing purposes

Disclaimer

I hereby declare that all the information furnished above is true to the best of my belief.

Certification

Quality management for operational excellence

Timeline

Quality management for operational excellence

05-2025

Quality standards in customer services

05-2025

Process improvement foundations

05-2025

Ambassador

SherWeb
06.2023 - Current

Acting Subject Matter Expert (SME) - HP Process Team Leader

Concentrix Daksh Services India Pvt. Ltd
03.2022 - 02.2023

Advisor

Northern Data Coding Pvt Ltd
09.2020 - 02.2022

Sr. Advisor - HP Process

Concentrix Daksh Services India Pvt. Ltd
09.2020 - 09.2021

Advisor in Xiaomi Process

Teleperformance
08.2018 - 05.2020

Bachelor of Computer Applications -

HP University
01.2015 - 01.2018

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