Srishti Rana
Hyderabad
Summary
Skillfully direct and motivate Project coordinator with 7+ years personnel in successful strategies to manage calls and increase efficiency. Excellent problem-solving, team leadership and mentoring skills. Help front-line associates maintain high customer satisfaction by delivering solid support and managing escalated calls. Salesforce Certified Administrator with a proven track record in meticulously validating software functionality and efficiently managing Salesforce platforms. Adept at combining testing rigor with Salesforce administration finesse to deliver high-quality solutions that meet business needs. Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Coordinator
V3 Kathan Industrial Solutions Pvt Ltd
09.2023 - Current
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and updated databases to handle Client data.
- Conducted tests to identify issues and make necessary modifications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Oversee all aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions and public groups
Resolve user support tickets. - Support team members and monitor user adoption of Salesforce tools in our organization.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Provide ongoing user training and create training materials as needed
- Verified functionality of new features and bug fixes by running manual tests.
- Developed and executed test plans, cases and scripts to ensure software quality.
Project Coordinator
Vcare Call Centers India Pvt Ltd
07.2015 - 12.2022
- Maintains multiple user profiles, role hierarchy, security, and sharing rules, and other Salesforce.com out-of-the-box access features.
- Created user groups and configure workflows and assignment rules to enable proper routing of leads to the marketing members.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Provided customer service assistance to customers via phone and email.
- Developed relationships with customers to ensure satisfaction.
- Assisted in the development of quality assurance standards for customer service operations.
- Possessing excellent product knowledge to enhance testing.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Wrote and submitted reports to highlight factors relating to software testing for design improvement.
- Analyzed user stories to communicate product feature and gain understanding of user preferences and functionality.
- Examined software requirements to process test scenarios, evaluating outcomes.
- Discussed issues and proposed solutions with management to apply quality control measures.
- Contributed to design reviews by providing valuable input and resolutions.
- Recorded quality assurance activities to maintain accurate documentation and manage quality of system.
- Researched new products or services that may be beneficial to customers.
- Identified potential opportunities for improvement within the customer service department.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
Client Service Representative
Vcare Call Centers India Pvt Ltd
03.2014 - 07.2015
- Responded to customer calls and emails to answer questions about products and services.
- Managed master calendar by scheduling and confirming appointments.
- Coordinated with Development team to resolve service problems and boost client satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs
- Communicated with clients regarding account services, statements, and balances
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
Education
Bachelor of Computer Applications - Software Engineering
Calorx Teachers' University
Ahmedabad, GJ08-2015
Diploma of Higher Education - Diploma in CSE
Calrox Teacher's University
Ahmedabad, GJ04-2012
Skills
- Quality Assurance
- Account Management
- CRM Software
- Handling Escalations
- Workflow Management
- Training and Mentoring
- Customer Service Excellence
- Call Center Operations
- Information Security
- One Call Resolution
- Project Management
- Salesforce CRM
- Product Support
- Technical Support
- Flexible and Adaptable
- Continuous Improvement
- Task Delegation
- Change Management
- Deadline Adherence
Certification
- Salesforce Certified Administrator(201)
- Certified ScrumMaster®
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
French
Beginner (A1)
Timeline
Project Coordinator
V3 Kathan Industrial Solutions Pvt Ltd
09.2023 - Current
Project Coordinator
Vcare Call Centers India Pvt Ltd
07.2015 - 12.2022
Client Service Representative
Vcare Call Centers India Pvt Ltd
03.2014 - 07.2015
Bachelor of Computer Applications - Software Engineering
Calorx Teachers' University
Diploma of Higher Education - Diploma in CSE
Calrox Teacher's University
- Salesforce Certified Administrator(201)
- Certified ScrumMaster®
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