Priyanka Kuppuswamy
Gurgaon
Summary
Results-driven professional with extensive experience in technical support and customer relationship management. Excel in troubleshooting, process optimization, and effective communication, ensuring timely resolution of escalated issues and enhancing customer satisfaction.
Overview
8
8
years of professional experience
Work History
Associate Product Consultant
Cvent
Grogram
04.2023 - Current
- Delivered technical support to customers through phone and email, ensuring prompt resolution of inquiries.
- Assisted in troubleshooting product issues using diagnostic tools and software.
- Collaborated with engineering teams to address recurring product problems.
- Recorded customer interactions and solutions in support database, enhancing future response accuracy.
- Conducted product training sessions for new staff and users.
- Oversaw escalated support tickets, facilitating timely resolutions to maintain customer satisfaction.
- Developed user guides and FAQs for improved customer self-service options.
- Coordinated with cross-functional teams to enhance product features based on feedback.
- Investigated customer issues and identified solutions or workarounds.
- Identified opportunities for process optimization within the customer service department.
- Provided technical assistance and troubleshooting to customers in a timely manner.
- Resolved escalated customer complaints regarding product performance or functionality issues.
TCPS Analyst
American Express
Gurugram
07.2022 - 02.2023
- Analyzed customer data to identify trends, supporting informed business strategies.
- Collaborated with cross-functional teams to enhance process efficiency and effectiveness.
- Reviewed financial documents for accuracy and compliance with company standards, minimizing risk.
- Maintained comprehensive records of data collected during analysis processes to support decision-making.
- Collaborated with cross-functional teams on analytics projects, generating insights to improve project outcomes.
- Maintained positive working relationship with fellow staff and management.
- Assessed customer needs quickly to provide timely support and solutions.
Client Account Manager
Mygate(Vivish Technologies)
Gurugram
09.2020 - 07.2022
- Cultivated client relationships, enhancing satisfaction and driving retention.
- Coordinated project deliveries with cross-functional teams for timely execution.
- Developed account strategies to align services with client needs.
- Facilitated regular meetings to discuss project updates and feedback.
- Assisted clients in navigating service options and resolving issues promptly.
- Developed strategies to increase customer retention and loyalty through effective communication and problem resolution techniques.
- Managed client communication and oversaw project progress to provide timely status updates and avoid delays.
- Resolved conflicts between customers and company personnel to ensure smooth operations.
- Presented client-specific strategy and solutions to improve service delivery.
- Conducted calls and meetings with key contacts to coordinate strategic planning and address issues.
- Coordinated with internal departments to ensure that customer requests were met in a timely manner.
- Collaborated with the sales team to develop new products and services based on customer feedback.
- Performed periodic reviews of existing accounts to identify areas for improvement or potential opportunities for growth.
- Created detailed reports for clients regarding their account activity, including revenue, usage.
- Pinpointed cross-selling opportunities, aligning additional products with client needs.
- Provided training to clients on how to use company systems and processes effectively.
- Prepared presentations outlining current campaigns or proposed solutions for clients' business problems.
- Negotiated contracts with vendors in order to secure the best prices for materials and services needed by customers.
Client Service Professional
Sitel
Gurugram
04.2019 - 11.2019
- Delivered customer support across multiple communication channels, enhancing client satisfaction.
- Addressed client inquiries and resolved issues using effective problem-solving techniques, fostering trust and loyalty.
- Performed follow-up calls to confirm satisfactory resolution of customer issues, ensuring continued client engagement.
Intern
Paytm
Noida
07.2018 - 09.2018
- Engaged students through planning and executing campus events and promotional activities, increasing participation and awareness.
- Collaborated with marketing team to implement strategies that improved brand visibility on campus.
- Organized and led informational sessions to educate peers about services, resulting in increased understanding and utilization.
- Built relationships with student organizations to foster collaboration opportunities.
- Provided feedback to improve ambassador programs and student engagement strategies.
Education
BBA -
Amity University
Manesar, Haryana01-2018
12th -
D.T.E.A Sr. Secondary School
New Delhi, India01-2014
10th -
D.T.E.A Sr. Secondary School
New Delhi,India01-2012
Skills
- Customer relationship management
- User training and documentation
- Technical support and troubleshooting
- Process optimization
Languages
Tamil
Beginner
A1
Hindi
Beginner
A1
English
Beginner
A1
Timeline
Associate Product Consultant
Cvent
04.2023 - Current
TCPS Analyst
American Express
07.2022 - 02.2023
Client Account Manager
Mygate(Vivish Technologies)
09.2020 - 07.2022
Client Service Professional
Sitel
04.2019 - 11.2019
Intern
Paytm
07.2018 - 09.2018
BBA -
Amity University
12th -
D.T.E.A Sr. Secondary School
10th -
D.T.E.A Sr. Secondary School