Summary
Overview
Work History
Education
Certification
Interests
Personal Information
Disclaimer
Attributes
Timeline
Generic

Priyanka Handa

Pune

Summary

Highly motivated and experienced Quality Assurance professional with 7+ years of experience maintaining high customer satisfaction. Adept at resolving inquiries, communicating through various channels, and addressing complaints. Skilled in processing orders, maintaining detailed records, and ensuring seamless customer interactions. Proven ability to deliver effective customer support and drive quality performance. Expertise in ensuring clear communication, contractual visibility, and continuous evaluation of service delivery. Strong communicator with excellent relationship-building, analytical, problem-solving, and organizational skills.

Overview

9
9
years of professional experience
2012
2012
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

Fraud and Risk Management Specialist

Full Potential Solutions
03.2023 - Current
  • Worked in the Training and Quality team, promoted to Fraud and Risk Management Specialist.
  • Designed SOPs and created quality audit forms.
  • Facilitated instructor-led training for process updates.
  • Conducted refresher and comprehensive training sessions, and compliance audits (KYC).
  • Worked to improve CSAT and RCR.
  • Contributed to process improvement initiatives through client collaboration

Senior Quality Analyst

Agrostar ULink AgriTech Private Limited
09.2021 - 03.2023
  • Conducted call monitoring, auditing, and email audits.
  • Performed RCA analysis and participated in internal/external call calibration.
  • Prepared quality dashboards and MBR reports.
  • Delivered training to operations staff and shared feedback to improve performance.
  • Organized product knowledge tests and quizzes.
  • Conducted quality sessions for new hire trainees and delivered on-the-job training.
  • Conducted staff briefings and published quality scores (monthly, weekly, daily).

Supervisor - Training & Quality Department

Praxis Services for ITC HOTELS
10.2017 - 12.2019
  • Oversaw training and quality initiatives for ITC HOTELS.

Customer Service Associate & Quality Analyst

Intelenet Global Services for ITC HOTELS
03.2016 - 09.2017
  • Resolved customer issues, clarified complaints, and identified root causes to implement effective solutions.
  • Expedited corrections, adjustments, and ensured timely resolution.
  • Achieved personal/team sales targets and call handling quotas.
  • Collected customer information and analyzed needs to enhance service delivery.
  • Built strong customer relationships through open and interactive communication.
  • Provided accurate, valid, and comprehensive information using appropriate methods and tools.
  • Addressed complaints, provided solutions, and ensured resolution within defined timeframes.
  • Maintained records of customer interactions and processed customer accounts.
  • Handled customer interactions via phone and email.
  • Conducted call monitoring, auditing, and email audits.
  • Performed RCA analysis and participated in internal/external call calibration.
  • Prepared quality dashboards and MBR reports.
  • Delivered training to operations staff and shared feedback to improve performance.
  • Organized product knowledge tests and quizzes.
  • Conducted quality sessions for new hire trainees and delivered on-the-job training.
  • Conducted staff briefings and published quality scores (monthly, weekly, daily).

Education

B. Com -

RDVV University

Senior Secondary - undefined

ICSE Board

Higher Secondary - undefined

ICSE Board

Certification

Certified in 7 QC Tools

Interests

Cooking
Listening Music
Reading
Traveling

Personal Information

  • Date of Birth: 09/02/92
  • Gender: Female

Disclaimer

I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.

Attributes

  • Logical Thinking
  • Competitive Nature
  • Team Spirit

Timeline

Fraud and Risk Management Specialist

Full Potential Solutions
03.2023 - Current

Senior Quality Analyst

Agrostar ULink AgriTech Private Limited
09.2021 - 03.2023

Supervisor - Training & Quality Department

Praxis Services for ITC HOTELS
10.2017 - 12.2019

Customer Service Associate & Quality Analyst

Intelenet Global Services for ITC HOTELS
03.2016 - 09.2017

Senior Secondary - undefined

ICSE Board

Higher Secondary - undefined

ICSE Board

B. Com -

RDVV University

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Priyanka Handa