Shreya Pareek
Operations Service Specialist
Gurgaon
Summary
Results-driven Operations Specialist with hands-on experience in managing client service operations, ensuring SLA compliance, and collaborating with cross-functional teams in a global testing environment (Prometric). Known for staying calm under pressure and resolving client escalations with speed and care, always focused on delivering great service. Passionate about improving processes, minimizing risks, and tracking performance to keep things running smoothly. Comfortable using tools like Salesforce to manage service requests and support client relationships. I enjoy making operations efficient and seamless, through my continuous improvement efforts.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Operations Service Specialist
Prometric
12.2023 - Current
- Managing daily testing operations to ensure seamless execution, aligned with global SOPs and client-specific requirements.
- Monitoring SLAs and KPIs, tracking performance metrics, and handling escalations to maintain service excellence.
- Acting as the primary contact for client inquiries and escalations, collaborating with cross-functional teams for prompt resolution.
- Providing remote monitoring support to test centers during staff shortages, or operational disruptions.
- Conducting remote audits to verify compliance and ensure consistent service delivery.
- Identifying process gaps and inefficiencies, driving continuous improvement initiatives to optimize workflows, and service quality.
- Preparing LOAs as per client requests, ensuring timely documentation, and compliance.
- Enhancing test center efficiency and candidate experience through process improvements and proactive service management.
- Utilizing CRM tools (Salesforce and internal systems) to manage service requests, track interactions, maintain records, and support account management.
Customer Support Representative (International)
HCL
11.2022 - 11.2023
- Proficient in working with several computer application and databases, managing through multiple system programs and screens simultaneously.
- Exemplary oral and written communication/ comprehensive skills in English.
- Background in a customer focused or problem solving environment.
- Ability to work independently without direct, onsite supervision.
- Online chats and email support to the customers using the security products of various brands on their computers.
- Strong customer focus, problem solving skills and time management skills.
- Experience in complaint handling and resolution.
- Ability to meet and exceed monthly performance targets.
Customer Service (Upselling and retention)
Xplorabox
07.2022 - 11.2022
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Active listening and analytical problem solving to enhance customer experiences by employing service - oriented behaviour.
- Handling CRM tools for maintaining data (Tool used: lead square, Hub spot).
- Building and maintaining strong relationship with all potential and existing clients.
- Retaining and renewing the clients as well to maximize the revenue of the organization.
- Holding the responsibility for understanding, evolving and changing client needs while ensuring ultimate client satisfaction in stipulated time frame.
- Achieving the targets through retentions.
Customer Service (Upselling)
Xplorabox
02.2020 - 06.2022
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Maintaining meaningful relationships with existing clients to ensure that they are retained.
- Suggesting upgrades for added products and services that are interesting and beneficial for the clients.
- Negotiating with the clients to secure the most attractive prices for the company.
- Reviewing clients feedback and implementing necessary changes.
Summer Internship
Kanpur Fertilizers And Cement Ltd.
06.2019 - 08.2019
- Learnt to make appointment and Extension letters of employees.
- Understanding companies Talent Acquisition strategies.
- Have verified the recorded data and recorded the data in Ms Excel.
- Joining of interns under the guidance of my mentor.
- Gained knowledge about ESI Act, Wages Act, IR, PF Act and Factories Act.
Education
HR And Marketing, MBA -
BBD University
Lucknow, U.P 08.2018 - 07.2020
Graduation, Bachelor's - Commerce
Jagran College of Arts, Science and Commerce
07.2015 - 04.2018
Commerce - 12th
UP Kirana Seva Samiti Vidyalaya
03.2014 - 03.2015
Skills
- Operations Management
- Client Relationship Management
- Process Improvement
- Compliance & Quality Assurance
- Cross-Functional Collaboration
- Salesforce
- MS Office
Timeline
Operations Service Specialist
Prometric
12.2023 - Current
Customer Support Representative (International)
HCL
11.2022 - 11.2023
Customer Service (Upselling and retention)
Xplorabox
07.2022 - 11.2022
Customer Service (Upselling)
Xplorabox
02.2020 - 06.2022
Summer Internship
Kanpur Fertilizers And Cement Ltd.
06.2019 - 08.2019
HR And Marketing, MBA -
BBD University
08.2018 - 07.2020
Graduation, Bachelor's - Commerce
Jagran College of Arts, Science and Commerce
07.2015 - 04.2018
Commerce - 12th
UP Kirana Seva Samiti Vidyalaya
03.2014 - 03.2015
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