Praneta G. Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

• Adequate exposure to IT services transitions during Merger & Acquisitions• Customer focused with significant experience in making product / solution offerings to the clients / customers through streamlining processes & procedures, process re-engineering, global rollout, and support & maintenance• Worked on upgrading the system with advanced voice capabilities for better user experience on zoom technology• Managed end-to-end procurement processes, overseeing operations from initial acquisition through to hardware installation, and continue to monitor the project• Operational handling in Telephony service line.• Validating and monitoring billing for India region for IT Telephones and collaboration assets• Provision submissions for all the services in oracle (GIEA) software.• Responsible for representing the company in vendor management for telephone services and collaboration services, working closely with OEMs such as Reliance-JIO, VI, Airtel, Konverge, DTan, Neat, Polycom, and Yealink, Samsung, Crestron, • Handling telephony operations and telephony components (VC, audio conferencing and I-phones) handling tasks.• Facilitating proactive communication with stakeholders, which includes gathering requirements through regular monthly and quarterly meetings• Won several awards for customer eccentricity and excellence

Pune, Maharashtra, India

• Lead Management: Directed leads from social and digital platforms, and landing pages to customers in Africa and other regions. Utilized Freshdesk for internal lead management.• Live Chat Portal: Established and successfully launched Satguru's first Live Chat Application Portal for customer support.• Customer Inquiries: Thoroughly documented all customer inquiries and comments.• Product Information: Provided information on new products and services, enhancing customer experience• Issue Resolution: Offered alternative solutions to customer issues, ensuring timely and effective resolution• Multicultural Experience: Worked effectively with customers from diverse ethnic backgrounds.• Efficient Lead Handling: Managed same-day handling of leads for 94+ branches, ensuring proper segregation and distribution from digital media portals.• End-to-End Lead Management: Streamlined the lead follow-up cycle, maintaining seamless lead flow to all branches.• Customer Query Resolution: Identified and resolved customer questions and concerns accurately.• Team Collaboration: Worked with customer service, sales, and other departments to ensure customer satisfaction. • Team Collaboration: Worked with customer service, sales, and other departments to ensure customer satisfaction.• Product Information: Provided information on new products and services, enhancing customer experience. • Issue Resolution: Offered alternative solutions to customer issues, ensuring timely and effective resolution. Multicultural• Experience: Worked effectively with customers from diverse ethnic backgrounds. • Escalation Process: Referred unresolved grievances to relevant departments for further investigation.• Software Proficiency: Experienced with T3 software for live inquiries and bookings.

Indore, Madhya Pradesh, India

• Customer Resolution: Provided timely customer resolutions in line with SLA standards, enhancing customer service, collection, and retention processes.• Performance Analysis: Analyzed under performing areas of CREs and agents, creating action plans for improvement.• Process Improvement: Authorized to improve internal processes for better efficiency.• Reporting: Managed and published service request reports weekly and monthly for relevant managers and authorities.• Documentation Management: Oversaw documentation for new acquisitions and maintained an organized database.• MIS and Dashboards: Handled all MIS reports, dashboards, and databases as required by the department.• Customer Satisfaction: Conducted quarterly customer satisfaction surveys to evaluate satisfaction levels and front representative performance.• Problem Analysis: Analyzed customer issues, devised strategies to reduce complaints and service requests, and increased First-Time Resolutions (FTRs).• Quality Control: Ensured quality across the entire process.• Administrative Duties: Managed promotional events, contests, tours, food claims, stationeries, hotel, and guest house bookings, along with other administrative activities.

Master'S Degree, Management Information Systems And Services

Bachelor'S Degree, Bachelor Of Computer Application

Master Of Business Administration - Mba, Information System And Hr