Priyanka Das
Auckland CBD,Auckland
Summary
Experienced Customer Service Representative with a proven track record in effectively resolving diverse customer issues, thriving in high-pressure environments, and driving continuous improvement initiatives. Known for exceeding expectations in customer satisfaction and contributing significantly to team success. Ready to bring exceptional problem-solving skills and dedication to excellence to your company.
Overview
13
13
years of professional experience
Work History
Asst. QA Lead
Etech Global Services, LLC. (EGS CONTACT CENTER SOLUTIONS PVT. LTD.)
Vadodara, Gujarat, India
03.2021 - 11.2023
- Enhanced sales strategies using AI platforms (VOCI, Tethr, Call Miner, Nexidia), boosting customer engagement by 15%.
- Managed customer inquiries in healthcare and insurance sectors, ensuring resolution and satisfaction.
- Improved testing accuracy by 20% and reduced manual effort through automation.
- Led cross-functional teams, enhancing collaboration efficiency by 25%.
- Streamlined QA processes, increasing efficiency by 30% and reducing costs.
- Mentored junior team members, boosting their performance by 20%.
Lead, Training & Quality (Sr. Quality Evaluator)
Concentrix Services Pvt. Ltd.
Vadodara, Gujarat, India
09.2016 - 03.2021
- Consistently exceeded sales targets by 10% through promoting diverse insurance products.
- Developed strong client relationships, achieving a 95% satisfaction rate with customized solutions and exceptional service.
- Utilized product knowledge and sales strategies, resulting in a 15% increase in conversion rates.
- Led initiatives that improved product quality and operational efficiency.
- Conducted training for team members, increasing their sales.
- Maintained 100% regulatory compliance and expertly handled claims processing in a fast-paced insurance environment by collaborating with underwriters and processors, while managing customer interactions via phone, email, and online chat to ensure timely and accurate resolution of claims.
Sr. Technical Support Executive
Kochar Infotech Pvt. Ltd. (Now Maxicus)
Vadodara, Gujarat, India
06.2015 - 08.2016
- Resolved product and service complaints, ensuring 90% customer satisfaction in the telecom sector.
- Addressed customer inquiries promptly and accurately, providing personalized assistance.
- Handled escalated telecom calls, maintaining positive customer relationships.
- Implemented retention strategies, enhancing customer loyalty by 20% and promoting new products.
- Consistently exceeded performance metrics, contributing to team success.
Financial Analyst
AIS Business Solutions Pvt. Ltd.
Vadodara, Gujarat, India
09.2014 - 05.2015
- Analyzed and tracked bankruptcy litigation data using AIS Legal Trac.
- Generated financial reports to aid in decision-making.
- Maintained customized online dashboards for client updates.
- Reviewed and managed legal documents with proprietary software.
- Ensured accurate data capture and high-quality service delivery.
Quality Analyst
Aditya Birla Minacs (Now Concentrix Services Pvt. Ltd.)
Vadodara, Gujarat, India
06.2012 - 08.2014
- Conducted regular vendor performance audits, ensuring quality standards in banking.
- Provided detailed quality metric reports to senior management for strategic planning.
- Distributed weekly feedback to the team, boosting productivity by 15% and customer satisfaction by 10%.
- Analyzed quality and performance data, driving process improvements.
- Administered internal audits, maintaining 100% regulatory compliance.
- Monitored KPIs to optimize banking service delivery, including customer call handling through inbound and outbound calls.
Industrial Accountant Intern
RSPH & Associates (CA Firm)
Vadodara, Gujarat, India
05.2011 - 11.2011
- Managed cashier duties, including funds, deposits, and account reconciliation.
- Prepared tax returns and communicated details to clients.
- Stayed updated on tax changes through professional development.
- Completed balance sheet reconciliations and profit/loss statements accurately.
- Enhanced expense tracking and maintained precise transaction records using accounting software.
Education
Master of Arts in English Language & Literature -
Indira Gandhi National Open University
12.2020
Bachelor of Arts in English Language & Literature -
Indira Gandhi National Open University
12.2018
Bachelor of Commerce in Accountancy -
Manonmaniam Sundaranar University
12.2015
Certified Industrial Accountant (CIA+) -
Institute of Computer Accountants (ICA)
12.2012
Skills
- Computer Proficiency (AI, MS Office Suite, Accounting & CRM Software)
- Excellent verbal and written communication
- Problem-Solving Abilities
- Interpersonal Skills
- Time Management
- Adaptability & Teamwork
- Attention to detail and multitasking
- Effective problem-solving and analytical skills
- Customer service & support
Hobbies and Interests
- Dancing
- Listening to Music
- Cooking
- Exploring Places
- Writing Diary
References
References available upon request.
Timeline
Asst. QA Lead
Etech Global Services, LLC. (EGS CONTACT CENTER SOLUTIONS PVT. LTD.)
03.2021 - 11.2023
Lead, Training & Quality (Sr. Quality Evaluator)
Concentrix Services Pvt. Ltd.
09.2016 - 03.2021
Sr. Technical Support Executive
Kochar Infotech Pvt. Ltd. (Now Maxicus)
06.2015 - 08.2016
Financial Analyst
AIS Business Solutions Pvt. Ltd.
09.2014 - 05.2015
Quality Analyst
Aditya Birla Minacs (Now Concentrix Services Pvt. Ltd.)
06.2012 - 08.2014
Industrial Accountant Intern
RSPH & Associates (CA Firm)
05.2011 - 11.2011
Master of Arts in English Language & Literature -
Indira Gandhi National Open University
Bachelor of Arts in English Language & Literature -
Indira Gandhi National Open University
Bachelor of Commerce in Accountancy -
Manonmaniam Sundaranar University
Certified Industrial Accountant (CIA+) -
Institute of Computer Accountants (ICA)
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