PRIYANKA PATEL
Mumbai
Summary
Process Specialist at Infosys BPM with proven expertise in customer service management and payment processing. Recognized for enhancing productivity and completing tasks efficiently through process optimization and workflow management. Strong problem-solving and communication skills contribute to operational excellence in fast-paced environments. Committed to delivering exceptional customer experiences while mastering new skills independently.
Overview
9
9
years of professional experience
Work History
Process Specialist
Infosys BPM
Pune
07.2022 - 02.2023
- Resolved customer credit card issues to enhance satisfaction.
- Processed payments and issued refunds promptly.
- Investigated historical data to address debts and bills effectively.
- Encouraged timely payments through proactive outreach.
- Conducted soft collections by understanding customer situations.
- Updated account and collection status records for accuracy.
- Assisted customers with various concerns to ensure clarity.
- Facilitated external support as needed to resolve issues.
Senior Corporate Travel Agent
JAI JALARAM TRAVELS
Mumbai
11.2019 - 03.2022
- Facilitated client bookings for tours, ensuring alignment with travel needs and budgets.
- Maintained accurate records of bookings, payments, transactions, and communications.
- Addressed customer queries and resolved complaints promptly to enhance satisfaction.
- Conducted marketing initiatives to promote business services effectively.
- Recruited qualified drivers to support travel operations.
- Researched pricing options to provide clients with cost-effective travel solutions.
- Met with clients to assess travel requirements, preferences, and budget constraints.
- Collected payments and managed travel arrangements, including applicable fees.
Executive
TATA AIA INSURANCE COMPANY Ltd
Mumbai
03.2019 - 10.2019
- Executed accurate claim assessments and expedited decisions in compliance with IRDA guidelines.
- Ensured quality decisions aligned with agreed SLAs.
- Collaborated with zone teams and investigators to facilitate claim processing.
- Verified all received documents for completeness and accuracy.
- Updated information systematically in the Claims System.
- Conducted thorough quality checks to maintain operational standards.
Customer Manager
ACCENTURE SERVICE PVT. LTD
Mumbai
01.2016 - 07.2018
- Reviewed claim and policy information to assess obligations of insured based on business line.
- Contacted and interviewed brokers, agents, claimants, witnesses, and third parties for comprehensive investigations.
- Determined loss amounts covered by insurance policies while negotiating settlements.
- Investigated insurance claims, negotiated settlements, and authorized payments efficiently.
FRONTLINE AGENT
CONVERGYS
Mumbai
08.2014 - 11.2015
- Provided floor support as Subject Matter Expert for new interns.
- Managed inbound and outbound calls for client OPTUS (Australia).
- Resolved issues related to internet, modem, computers, laptops, and phones through inbound calls.
- Conducted outbound calls to deliver technical support solutions.
Admin Assistant
GODREJ & BOYCE MFG. CO. LTD.
Mumbai
10.2013 - 05.2014
- Oversaw indirect taxation processes to ensure compliance and accuracy.
- Managed octroi handling for goods transport to FRO Godrej.
- Maintained sales tax accounts through diligent tracking and reporting.
- Conducted monthly data entries to support financial operations.
Education
BCA - Computer Applications Development
Karnataka University
Mumbai07.2013
BCom - Commerce in IT
Mumbai University
Mumbai04.2013
H.S.C. - Commerce
Maharashtra State Board
Mumbai02.2010
S.S.C. -
Maharashtra State Board
Mumbai03.2008
Skills
- Microsoft Office proficiency
- Computer literacy
- Communication skills
- Customer service management
- Quality assurance
- Process improvement
- Negotiation skills
- Time management
- Problem solving
- Integrity in service
- Customer support
- Payment processing and investigation
- Relationship management
- Team collaboration
- Schedule management
- Operational efficiency
- Deadline adherence
- Process documentation
- Attention to detail
- Effective communication
- Continuous improvement initiatives
- Feedback implementation
- Change management strategies
- Client relationship strategies
- Adaptability
Accomplishments
- Customer Service Rising Star Award
- Excellence in Customer Service Award
- Star Performer Award
- Employee of the Month, Accenture Service Pvt. Ltd., June 2017
Hobbies and Interests
- Glass painting
- Craft work
- Gardening
- Pet sitting
- Travelling
- Learning new things
- Interior
- Budget management
- Trip planning
Disclaimer
I hereby confirm and verify that all the information mentioned here is accurate and authentic, and I take full responsibility for it
Languages
Gujarati
First Language
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Marathi
Beginner
A1
Timeline
Process Specialist
Infosys BPM
07.2022 - 02.2023
Senior Corporate Travel Agent
JAI JALARAM TRAVELS
11.2019 - 03.2022
Executive
TATA AIA INSURANCE COMPANY Ltd
03.2019 - 10.2019
Customer Manager
ACCENTURE SERVICE PVT. LTD
01.2016 - 07.2018
FRONTLINE AGENT
CONVERGYS
08.2014 - 11.2015
Admin Assistant
GODREJ & BOYCE MFG. CO. LTD.
10.2013 - 05.2014
BCA - Computer Applications Development
Karnataka University
BCom - Commerce in IT
Mumbai University
H.S.C. - Commerce
Maharashtra State Board
S.S.C. -
Maharashtra State Board
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