Summary
Overview
Work History
Education
Skills
Certification
Languages
Strengths
Hobbies and Interests
Timeline
Generic

Priyanka Patil

Pune

Summary

Dynamic Customer Experience Executive with a proven track record at FPL Technologies Pvt. Ltd., adept at enhancing customer satisfaction through data analysis and effective problem-solving. Skilled in Microsoft Office and cross-department collaboration, I consistently implement strategies that improve response times and resolve complex issues, ensuring a seamless customer journey.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Experience Executive

FPL Technologies Pvt. Ltd.
Pune
12.2022 - Current
  • Analyzed data from previous emails to predict potential customer service issues.
  • Resolved customer complaints in a timely manner.
  • Implemented strategies for improving response time for emails.
  • Escalated unresolved problems to higher levels of management when necessary.
  • Maintained an up-to-date understanding of industry trends and best practices.
  • Followed up with customers to ensure their satisfaction with the resolution process.
  • Identified customer needs and provided appropriate solutions.
  • Reviewed customer feedback surveys and implemented changes based on results.
  • Collaborated with other departments to resolve complex issues.
  • Participated in ongoing training sessions to stay updated on company policies and procedures.
  • Assessed customer satisfaction levels after each interaction.
  • Monitored emails queues and responded quickly to customer requests.
  • Composed grammatically correct, clear and concise email responses to reflect company tone and style.
  • Shared feedback with team and offered suggestions for customer experience improvements.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.

Customer Experience Consultant

Firstcry.Com (Digital Age Retail Private Limited)
01.2018 - Current
  • Addressing to Customer Inquiries and resolve customer issues.
  • Answering calls professionally to provide information about product and services, take/cancel orders, or obtain details of complaints.
  • Keeping records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as action taken.
  • Followup to ensure appropriate actions were taken on customer request.
  • Refer unresolved customer grievances or special request to designated department for further investigation.
  • Assisting customer in expediting orders and correcting post sales problems.
  • Communicating with customers primarily through phone and utilize variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.
  • Demonstrating interpersonal skills
  • Demonstrating conflict resolution and de-escalation skills
  • Demonstrating ownership to resolve challenging customer issues, escalating when necessary.
  • Ability to determine customer needs and provide appropriate solutions.

NEEM TRAINEE – Airline Voice Process

WNS Business Consulting Services Pvt. Ltd. (Yashaswi Academy For Skills)
08.2017 - 12.2017
  • Customer Service Agent.
  • Processing Customer ticket reservation.
  • Providing customer support before and after flight.
  • One face of the brand (Go Air) support
  • Providing general assistance for passengers of cancelled flights and then rebooking them for new flights.
  • Streamlining and improving the customer service experience.
  • Deal with distressed and irate customers.
  • Deal with Travel Agents
  • Strong interpersonal skills, high level of accuracy & efficiency including ability to develop, offer and execute multiple itinary and pricing options.
  • Strong sense of urgency and ability to multitask under pressure.

CSA (Customer Service Associate) - Patient Services

Aditya Birla Hospitals Ltd.
10.2014 - 08.2016
  • Respond to client’s inquiries and guiding them; gathering and researching information; assembling and forwarding information; understanding clients queries and respond to them.
  • Registration of patients, Prepare work to be accomplished by gathering and sorting documents and related information.
  • Prepare invoices by verifying transaction information; scheduling and preparing disbursements; obtaining authorization of payment.
  • Prepares reports by collecting, analyzing, and summarizing information.
  • Maintaining transactions in cash or card & to tally and submit in accounts department.
  • Maintaining financial historical records of patients.
  • Assists clients by determining needs, scheduling or cancelling appointments, or referring to correct staff person / doctors.
  • Maintaining and updating schedule of medical service providers’ availability; maintaining contact with clients, notifying them of any scheduling changes.
  • Assists in training new employees and serves as resource person to them.
  • Handles any necessary arrangements for client utilization, i.e. pulling records, determining needs, ensuring necessary equipment or supplies are available.
  • Create reports of total number of queries handled by radiology department.
  • Organizing Documents
  • Coordinate between Doctors, technicians & patients and provide assistance.
  • Managing and dispatching reports to the patients.
  • Provide support with the daily activities of a medical office including filing, telephone coverage, appointment scheduling, registration, and patient referrals by performing the following duties.
  • Arrange for transport to send patient for different investigations.
  • Maintaining required stock of stationery items.
  • Collecting feedback information from patient and forwarding to respective department.

Education

M.Com - Banking & Finance

Pune University
01.2014

B.Com - Cost & Accountancy

Pune University
01.2012

H.S.C -

Maharashtra State Board
01.2009

S.S.C -

Maharashtra State Board
01.2006

Skills

  • Microsoft Office proficiency
  • Internet research
  • Google Analytics expertise
  • Team building
  • Communication and problem solving
  • Planning and organization
  • Continuous improvement
  • Cross-department collaboration

Certification

  • CCIT - Certified Course in Information Technology
  • IBPS - Institute of Banking Personnel Selection (qualified in 2013)

Languages

English, Hindi, Marathi, Konkani

Strengths

  • Ability to meet deadlines – Goal oriented.
  • Freedom rather than money – freedom allows to work efficiently and creatively
  • Positive Attitude – Creating positive work environment
  • Honesty – towards work
  • Decision making skills
  • Creativity
  • Customer Service Skills
  • Learning from failure
  • Motivation to learn

Hobbies and Interests

Passionate about art, drawing, and painting 

My hobbies in the creative field serve as a source of inspiration and relaxation, allowing me to rejuvenate and approach challenges with a fresh perspective 

Timeline

Customer Experience Executive

FPL Technologies Pvt. Ltd.
12.2022 - Current

Customer Experience Consultant

Firstcry.Com (Digital Age Retail Private Limited)
01.2018 - Current

NEEM TRAINEE – Airline Voice Process

WNS Business Consulting Services Pvt. Ltd. (Yashaswi Academy For Skills)
08.2017 - 12.2017

CSA (Customer Service Associate) - Patient Services

Aditya Birla Hospitals Ltd.
10.2014 - 08.2016

M.Com - Banking & Finance

Pune University

B.Com - Cost & Accountancy

Pune University

H.S.C -

Maharashtra State Board

S.S.C -

Maharashtra State Board

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