PRIYANKA NAIDU

• Enhanced talent acquisition strategies by streamlining processes and implementing innovative recruitment methods.
• Coordinated interview schedules for both candidates and hiring managers to streamline the selection process.
• Managed internal referral programs to encourage employee involvement in sourcing top talent.
• Optimized candidate experience by developing a comprehensive onboarding program for new hires.

• Working closely with cross-functional teams to manage and communicate product changes

• Create and maintain product configurations and version update documentation

• Developed training materials and documents in the learning management system

• Answering user inquiries regarding products to resolve problems.

• Trained and provided coaching to junior team members.

• Provided technical support and assistance to customers through phone, email, and remote access.
• Developed training materials for new hires in the Technical Support team.
• Resolved escalated customer service issues within established timelines.
• Assigned tasks to staff members based on individual skillsets.
• Performed root cause analysis on recurring technical issues reported by customers.
• Documented system changes required due to upgrades or modifications of existing software applications.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Used remote login tools to assist clients with technical and product questions.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Maintained up-to-date case documentation for future reference.
• Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
• Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.

• Addressed system and user issues and identified solutions

Used defined help desk processes and procedures to deliver first-level technical

support

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Handled tickets personally and smoothly escalated advanced calls to satisfy

customers' needs

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• Trained users and junior support staff in the proper use of the products

Completed large number of technical support tickets each week, maintaining

high first-call resolution rate

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• Answered user inquiries regarding the products to resolve problems.

• Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
• Analyzed customer complaints and service trends to identify and correct systematic issues.
• Resolved customer complaints via phone, email or social media.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Mentored junior team members and managed employee relationships.

• Answered incoming customer inquiries via telephone and email.
• Resolved customer complaints in a timely manner.
• Developed and maintained positive customer relationships.
• Identified customer needs and determined appropriate solutions.
• Entered new customer information into system database.
• Followed up on customer inquiries not immediately resolved.
• • Resolve customer's problems questions and needs
• Followed escalation procedures to facilitate the resolution of complex support issues
• Identified chronic customer issues by creating and maintaining a customer complaint log
• Documented all aspects of customer interactions into call center systems
• Followed scripts to maintain good call control • Met and exceeded daily service quality and performance goals.

• Source resumes interview candidates and select applicants for technical positions and review applicants to verify if position requirements are met.

• Meet with hiring managers to determine job duties & write job descriptions and match applicants to job openings & Source for future job openings.

• List job postings on job portals like naukri.com, social media, corporate career web sites, and other possible channels.

• View applications & call applicants and perform phone screens, and have applicants come in for formal interviews.

• Instruct applicants on the nature of the job and whom they will be speaking with during the interview.

• Arrange for travel and lodging if required.

• Facilitate meeting between hiring manager and applicant and Interview applicants & hand out and grade assessments.

• Participate in final selection of applicant.

• Create portfolio of possible candidates for hiring manager & check references.

• Perform background checks on applicants and identify potential red flags & Inform candidate of company's decision.

• Compose offer letters and negotiate salary and benefits, keep track of all applications file away important notations such as gender, race, and ethnicity.

• Talk with civic, social, and other groups to provide information concerning job possibilities.

• Participate in implementing new recruiting technology, such as applicant tracking systems and screening tools.