Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Srishti Rana

Hyderabad

Summary

Results-driven professional with over 7 years of experience in customer success, quality assurance, and project coordination across healthcare, IT, and call center domains. Demonstrates a strong ability to drive process improvements, ensure compliance, and deliver exceptional service through client-focused strategies and technical proficiency. Proven expertise in Salesforce CRM administration, software validation, and auditing workflows, with a recent role auditing 25 RPs to maintain high operational standards. Adept at leading cross-functional teams, managing escalations, and fostering customer satisfaction. Salesforce Certified Administrator and Certified ScrumMaster®, combining a passion for continuous improvement with strong communication and analytical skills to deliver impactful business outcomes.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Harmony United Medsolutions
08.2024 - 05.2025
  • Conducted audits for 25 RPs to ensure compliance with organizational and regulatory standards.
  • Identified process improvement areas and provided actionable recommendations to enhance service quality.
  • Maintained detailed reports of audit findings, facilitating transparent communication with leadership.
  • Collaborated with team members and other departments to rectify issues identified during audits.
  • Contributed to maintaining a culture of continuous improvement and quality assurance.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.


Sr Customer Success Associate

V3 Kathan Industries Pvt Solution
01.2023 - 07.2024
  • Addressed technical issues and guided end users through resolution.
  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
  • Explained project technical risks and benefits during project kick-off.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Responded to customer requests for products, services, and company information.
  • Tracked customer service cases and updated service software with customer information.
  • Processed customer service orders promptly to increase customer satisfaction.

Sr Customer Service Executive

Vcare Call Centers India Pvt Ltd
02.2018 - 12.2022
  • 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.
  • 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.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.

Client Service Representative

Vcare Call Centers India Pvt Ltd
03.2014 - 08.2016
  • 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
01.2015

Diploma of Higher Education - Diploma in CSE

Calrox Teacher's University
Ahmedabad, GJ
01.2012

Skills

  • Account Management
  • CRM Software
  • Handling Escalations
  • Workflow Management
  • Project Management
  • Salesforce CRM
  • Product Support
  • Technical Support
  • Continuous Improvement
  • Client Relationship Building
  • Call Management
  • Account updating
  • Product Knowledge
  • User Support
  • Customer Service
  • Process Improvement

Certification

  • Salesforce Certified Administrator(201)
  • Certified ScrumMaster

Timeline

Quality Assurance Analyst

Harmony United Medsolutions
08.2024 - 05.2025

Sr Customer Success Associate

V3 Kathan Industries Pvt Solution
01.2023 - 07.2024

Sr Customer Service Executive

Vcare Call Centers India Pvt Ltd
02.2018 - 12.2022

Client Service Representative

Vcare Call Centers India Pvt Ltd
03.2014 - 08.2016

Diploma of Higher Education - Diploma in CSE

Calrox Teacher's University

Bachelor of Computer Applications - Software Engineering

Calorx Teachers' University

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