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PRIYANKA SAHA
Process Analyst
Bengaluru,KA
Summary
Dedicated customer service professional with a strong background in banking and education. Specializes in resolving complex issues efficiently while maintaining high customer satisfaction. Expertise in creating supportive learning environments, streamlining processes, and delivering exceptional service. Fluent in English, Hindi, and Bengali, effectively communicates with diverse audiences. Passionate about empowering both customers and students, thrives on enhancing experiences through problem-solving and continuous improvement.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Process Analyst
Bread Financial
02.2023 - Current
- Company Overview: Non Banking Financial Company
- Managing credit cards accounts of customers
- Maintaining customers' personal details and bank information safe and secure
- Non Banking Financial Company
Associate
HSBC
09.2022 - 10.2023
- Company Overview: Global banking and financial services company
- Resolving customer query at first contact where possible
- Taking ownership and initiative to complete necessary research and customer follow up or directing the customers to appropriate department for resolution
- Dealing with Global money and transactions, bank accounts and credit cards
- Global banking and financial services company
Associate
Tech Mahindra Limited
07.2021 - 08.2022
- Company Overview: Information technology services and consulting company
- Resolving customer complaints and queries
- Providing detailed information and suitable resolution to the customers
- Mentioning the resolution informed to the customer in notes for future reference
- Information technology services and consulting company
Teacher
Harvest International School
05.2018 - 12.2019
- Company Overview: International school focused on holistic education
- Creating mixed-aged environments for students
- Working on ISA – International School Award) topics and planning activities related to those topics
- Making power point presentations for children on various topics
- Learning the different ideas of puppet shows
- Planning and making school boards according UN sustainable goals
- International school focused on holistic education
Teacher
Gear Innovative Intl. School
06.2017 - 04.2018
- Company Overview: Innovative school focusing on Montessori education
- Planning daily activities for children based on emergent theme and preparing the environment
- Demonstrating and presenting clear, interesting and relevant lessons to the students
- Observing the developmental needs of each child and planning worksheets according to their needs
- Writing newsletter in every month to share Montessori philosophy, theme, activities, cultural events and photos of with parents
- Innovative school focusing on Montessori education
Education
B.A Hons. - English
Calcutta University
01.2010 - 1 2013
Skills
Customer Experience
Accomplishments
- Improved First Contact Resolution: Resolved over 90% of customer queries on first contact.
- Enhanced Customer Satisfaction: Increased customer satisfaction scores by 15% within six months.
- Rewards and Recognition: Received 2 rewards and recognitions.
Interests
Photography
Sports
Timeline
Process Analyst
Bread Financial
02.2023 - Current
Associate
HSBC
09.2022 - 10.2023
Associate
Tech Mahindra Limited
07.2021 - 08.2022
Teacher
Harvest International School
05.2018 - 12.2019
Teacher
Gear Innovative Intl. School
06.2017 - 04.2018
B.A Hons. - English
Calcutta University
01.2010 - 1 2013
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