PRIYANKA BOKARE
Pune
Summary
Customer-focused professional with extensive experience in client interaction, case handling, and process coordination in education and residential care. Proven ability to manage high-volume communications, resolve queries efficiently, and maintain accurate documentation while ensuring service quality. Expertise in stakeholder communication, data management, and enhancing customer satisfaction. Actively seeking opportunities in BPO, customer support, and operations roles.
Overview
5
5
years of professional experience
Work History
Senior Counsellor & Care Coordinator
Broadmead Residential Home
Newbury
09.2022 - 07.2025
- Provided emotional counselling and guidance to residents and families, supporting wellbeing and adjustment during life transitions.
- Conducted regular assessments and maintained structured records and reports.
- Coordinated with multidisciplinary teams to implement individualized care and support plans.
- Acted as primary communication point between residents, families, and management.
- Handled concerns and grievances with empathy and professionalism.
- Mentored junior staff on communication, counselling, and interpersonal skills.
- Maintained accurate documentation and ensured compliance with organizational procedures.
- Residential care home providing support and care for individuals during life transitions.
Customer Support Associate
BYJU’S
Pune
12.2020 - 08.2022
- Managed high-volume inbound and outbound customer interactions with students and parents.
- Provided product information, handled customer queries, and guided users through service offerings.
- Identified customer needs and recommended suitable learning solutions.
- Maintained accurate customer records in CRM systems.
- Followed defined communication scripts and quality standards.
- Coordinated with internal teams to resolve customer issues within timelines.
- Performed follow-ups to ensure customer satisfaction and service closure.
- Achieved service targets related to engagement and response quality.
Healthcare Counsellor
Broadmead Residential Home
UK
03.2020 - 09.2020
- Supported individuals through counselling conversations and emotional assistance.
- Maintained records and coordinated support activities with teams.
- Assisted in planning wellbeing activities and engagement programs.
- Residential care home providing support and care for individuals.
Education
M.Sc. - Human Development
Amravati University
Amravati, Maharashtra01-2008
B.Sc. - Home Science (Clinical Nutrition & Dietetics)
Amravati University
Amravati, Maharashtra01-2006
Skills
- Customer support and client interaction
- Case management and query resolution
- Complaint handling and escalation
- Documentation and data management
- Microsoft Office and reporting
- Communication and interpersonal skills
- Process coordination
Hobbies and Interests
- Social work
- Student interaction
- Cultural activities
- Health & wellness
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Timeline
Senior Counsellor & Care Coordinator
Broadmead Residential Home
09.2022 - 07.2025
Customer Support Associate
BYJU’S
12.2020 - 08.2022
Healthcare Counsellor
Broadmead Residential Home
03.2020 - 09.2020
M.Sc. - Human Development
Amravati University
B.Sc. - Home Science (Clinical Nutrition & Dietetics)
Amravati University