Navya M. Email & Phone Number

San Francisco Bay Area

• Leadership: Supervised a team of 5 members, guiding them in implementing process improvements andproviding training and coaching as needed.• Feedback and Review: Reviewed all team tasks, provided feedback on documentation, and assisted teammembers in overcoming any hurdles encountered during the implementation of improvement ideas.• Policy Development: Developed policies and procedures to streamline operations.• Monitoring and Analysis: Monitored trends, identified areas for improvement, and analyzed data to ensurethe necessity of proposed improvements.• Collaboration: Collaborated with cross-functional teams to define issues, user stories, and requirementsfor solutions, presenting them to the product team.• Administrative Support: Assisted the Service Now team with administrative tasks and proactively soughtout improvements in tools and processes for business operations.• Solution Development: Created mockups and presentations for solution recommendations.• Follow-up: Followed up post-implementation to ensure stakeholder satisfaction and documented allimplementations for future reference

San Francisco Bay Area

- Provide customer service requirements while considering excellent consumer experience in a cost-effective and call center impactmanner.- Work to identify areas of opportunity for improvements within Blackhawk Network’s various business operations (E-Commerce, RetailOps, Partnerships and Call Center Processes).- Work closely with the business and engineering teams to implement enhancements to our platforms.- Create and maintain documentation within the support Knowledge Base for service agent utilization.- Implement creative ways to improve our call center operations, tailor and share performance enhancing suggestions and promotegrowth.- Conduct research and reporting to communicate cost analysis benefits of improvement initiatives.- Learn functional knowledge of customer service programs.- Work closely with cross functional teams (Risk, Accounting, Settlement, Legal, etc.) for process development of projects.- Assign cases to teammates and check in with them on a daily basis and assist them with any blockers- Service Now Admin duties: customized applications for our department's needs, learn about new tools in Service now to help provide amore streamlined experience for customers. Train agents and customers on how to use various Service Now applications.- Admin for Blackhawks Partner Portal:Train customers on how to use the portal, set up accounts and provided support for customers

San Francisco Bay Area

Provide customer service requirements while considering excellent consumer experience in a cost effective and call center impact manner.- Work to identify areas of opportunity for improvements within Blackhawk Network’s various business operations (E-Commerce, Retail Ops, Partnerships and Call Center Processes).- Work closely with the business and engineering teams to implement enhancements to our platforms.- Create and maintain documentation within the support Knowledge Base for service agent utilization.- Implement creative ways to improve our call center operations, tailor and share performance enhancing suggestions and promote growth.- Conduct research and reporting to communicate cost analysis benefits of improvement initiatives. - Learn functional knowledge of customer service programs.- Work closely with cross functional teams (Risk, Accounting, Settlement, Legal, etc.) for process development of projects.-Assign cases to teammates and check in with them in a daily basis and assist them with with any blockers

Pleasanton, Ca

- Provide customer service requirements while considering excellent consumer experience in a cost effective and call center impact manner.- Work to identify areas of opportunity for improvements within Blackhawk Network’s various business operations (E-Commerce, Retail Ops, Partnerships and Call Center Processes).- Work closely with the business and engineering teams to implement enhancements to our platforms.- Create and maintain documentation within the support Knowledge Base for service agent utilization.- Implement creative ways to improve our call center operations, tailor and share performance enhancing suggestions and promote growth.- Conduct research and reporting to communicate cost analysis benefits of improvement initiatives. - Learn functional knowledge of customer service programs.- Work closely with cross functional teams (Risk, Accounting, Settlement, Legal, etc.) for process development of projects.-Assign cases to teammates and check in with them in a daily basis and assist them with with any blockers

San Francisco Bay Area

• Become primary support expert for Nextrials’ Electronic Data Capture (EDC) software Prism.As well as the clinical data analyzing tool Jreview.• Work directly with our users to troubleshoot and resolve issues is a timely manner• Manage and maintain Jira Queue and close out ticket quickly and effectively • Document customer’s communications effectively in Jira • Provide status and escalate issues to Manager/Team Lead as needed• Provide 24/7 global support coverage (Phone and Email)• Establish and create flash based interactive training curriculum. • Schedule, coordinate, and perform all Nextrials based customer Training through Webex.• Create and review test cases and test plans based on functional• specifications and marketing requirements documents• Identify, isolate and document software defects, either independently orwith QA/Development peers• Communicate with development teams to identify functionality enhancement for Prism

San Francisco Bay Area

• Match and distribute faxed material from dealers to the discounting team.• Review packages received from dealerships. Verify proper documentation is received.• Answer calls from dealerships to review status on packages. Ask appropriate questions to identify the root cause of calls to generate effective solutions for AHFC and dealer while effectively resolving conflicts.• Follow up on dealer issues and concerns (contract errors) in a timely manner.• Complete data entry of contract information into the system to assist team in processing all packages received daily.• Adhere to legal and operational compliance by strictly following all company policy and procedures.

San Francisco Bay Area

* Answering tickets, calls and online chats according to the eve tone of voice and customer service standards * Dealing with customer returns, refunds and other issues * Forming close relationships with manufacturing and logistics, as constant interaction is essential in providing customer service excellence * Building expert knowledge of the product.. * Identifying trends and patterns, reporting any spikes in contact * Escalating where any serious complaints occur * Understanding prioritisation of tasks and working to resolve serious issues quickly* Ensure each customer interaction is closed effectively, owning escalations up until they are resolved

San Francisco Bay Area

• Check in/out Laptops to students• Troubleshooting hardware and software problems for both Mac and PC• Troubleshoot printers and copy machines • Assist student with Library account issues• Assist with outlook,Microsoft office and photoshop issues

San Francisco Bay Area

• Greet customers and help them with all their concerns• Operate cash registers• Work with other associates in the department to get task done• Monitoring associates as a team lead• Processing online orders on JCPenney’s indigenous products• Troubleshoot problems cash register and hand held registers• Train new associates

High School Diploma

Bachelor Of Science (Bs), Business Administration - Information Systems

Activities and Societies: Information Management Systems Association