Priyanka Chandramohan
Quality Analyst
Chennai
Summary
To work in a challenging environment that best utilizes the knowledge and skills acquired by me in the field of "IT INDUSTRY" and provide me an opportunity to contribute positively towards the organization's goal. Professional Summary: Ability to work creatively and effectively Coordinate with everyone. Ability to work well independently and as a member of a team. Good Computer Knowledge and a rapid learner. Positive attitude & committed towards Work. Willingness to take additional responsibilities.
Overview
4
4
years of professional experience
16
16
years of post-secondary education
3
3
Languages
Work History
Customer Service Executive
Medusind Solutions
Chennai
10.2014 - 06.2015
- Client - Smile Builders
- Process - Eligibility Verification for Dental Insurance
- Calling insurance company and getting the details of the patients
- Updating the patients coverage and non-coverage treatment
- Checking for the patient's history
- Entertaining the Dental code percentage for the patients and their family
- Updating the patients used and unused treatment
Service Desk Analyst
CSC Corp Pvt Ltd
Chennai
09.2015 - 06.2016
- Client - e-bay
- Process - Chat,Mail & Call
- Providing support to users and taking control of customer’s PC via remote tool to troubleshoot
- Installation and maintenance of all software within a client’s digital environment
- Ensure adequate antivirus protection & solutions are maintained and update
- Resolving issues like VPN, Excel, printer configuration and Application login issues
- Implementing and managing Active Directory
- Routing the tickets to the concerned teams
- Configuring Outlook 2010 and 2016 troubleshooting the problem occurs in outlook
- Granting access for Citrix server pools to the users
- Providing Network drives access and mapping them accordingly on Citrix servers
- Experience of using System administration tools such as Bomgar and BMC remedy tools
- Respond to, and diagnose, problems through discussions with users, including problem recognition
- Tickets handling, resolving of issues within the SLA and feedback with BMC remedy application
- Responds to telephone calls, email, instant messages, and assigned tickets from users, Assign work orders / incidents to appropriate
- Support teams and follow up until closure
- Escalate complex problem to appropriate support specialists
Senior Engineer
CSS Corp Pvt Ltd
Chennai
01.2017 - 03.2019
- Client - Q-see
- Process - Call, Chat & Mail
- Handling calls on networking products of surveillance cameras
- Troubleshooting on DVR, NVR & cameras
- Remote troubleshooting on customer satisfaction
- Achieving Customer Satisfaction
- Resolving camera’s DVR & NVR related issues & helping in Connecting with the device
- Assisting customers to troubleshoot & resolve level 1 networking and Application issues
- Educating customers about the warranty and helping them in purchasing new device
- Taking the remote of the customer computer with the help of teamviewer and resolving the issues.
Quality Analyst
CSS Corp Pvt Ltd
Chennai
03.2019 - 09.2019
- Client - Netgear
- Process - Call Auditing
- Auditing the sale calls
- Providing Feedback to the team on their accuracy
- Root Cause Analysis (RCA) Next Steps On Agent Related Errors
- Consults Trends and suggestions With Client – Weekly Calibrations
- Top Defects & Escalation Report
- Short Call Analysis
- Product Training For New Hires
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Defined and implemented quality initiatives to reduce risk.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Participated in departmental meetings to establish short- and long-term strategy.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Education
High School Diploma -
06.1998 - 04.2012
High School Diploma -
08.2012 - 07.2014
Skills
Technical issues analysis
Timeline
Quality Analyst - CSS Corp Pvt Ltd
03.2019 - 09.2019
Senior Engineer - CSS Corp Pvt Ltd
01.2017 - 03.2019
Service Desk Analyst - CSC Corp Pvt Ltd
09.2015 - 06.2016
Customer Service Executive - Medusind Solutions
10.2014 - 06.2015
AM Jain College - High School Diploma,
08.2012 - 07.2014
Mowbrays Matriculation Higher Secondary School - High School Diploma,
06.1998 - 04.2012
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