Priyanka Arora

• Generating Offer Letters for New Hires and existing Googlers for APAC and AMS region
• Assisting the candidates with their queries related to the joining process, compensation concerns, benefits and other related matters
• Interacting with Recruiters to understand the requirement for the specific clauses required in the offer letter
• Helping the Google employees with their queries on their employment contract and other related documents
• Working closely with Workday as a source of information for validating and implementing required changes in the offer letters
• Working on the projects received directly from the client.

• Communicating with customers to help resolve the issues being faced
• Thoroughly and efficiently gathering customer information, accessing and fulfilling customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
• Accessing the company internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintaining customer records by updating account information
• Diagnosing and troubleshooting technical issues, including account setup and network configuration
• Probing the customers targeted questions to quickly understand the root of the problem
• Taking clients through a series of actions, chat, until they solve technical issues.

Got promoted as a Quality Analyst after a year.

• Random audits of all the agents and the aligned team on a daily basis
• Maintaining daily, weekly and monthly reports
• Giving feedback and coaching to agents to improve the skills for a better output
• Weekly calibration
• Attending client calls
• Design and implement plans to help improve the process
• Spot areas for improvement to enhance the efficiency.

• Helping the customers with their queries on billing, new plans and technical issues encountered while listing their products online
• Asking the right questions to help the customer reach the final decision
• Being proactive in order to get to the root cause of the problem
• Identifying customer needs and pain points
• Giving support and training to the new joiners
• Maintaining good customer relations.