SHIVANI PRIYA
About Candidate
Quality focused professional, process champ, problem solver & primary
customer service leader, credited with building effective deliverables in
Operations Management, People Management, Customer Servicing and
Training throughout over 5 years of career
Enterprising leader with a strong record of contributions that conceptualized,
implemented & streamlined operational strategies, increased business growth &
enhancement, delivered the most appropriate products & services to global
customers and enhanced internal controls
Streamlining business processes, defining continuous improvement
processes, accelerating employees’ strengths & building powerful teams that can
conquer any obstacles
Gained the basic understanding of working in the end-to-end phases of
application testing; learned to ensure that information systems, products, and
services met organization/industry quality standards and end-user requirements
Potential of working with the Quality Assurance (QA) teams for the
development of processes and procedures, and implementing Software Testing
Life Cycle (STLC) Methodologies in Quality Assurance (QA)
Exceptionally skilled in various Defect Tracking Tools & Manual Testing Tools like
Manual Testing, JIRA, Postman & Basic Testing of Smart Tutor App
Prepared, designed and led the Test Strategy and Test Plan for all projects;
reviewed activities such as Requirements Review, Design Review, Test Strategy
Review and Test Case Review
Conducted testing activities for a number of projects to ensure quality and
functionality of assigned systems; ensured timely and accurate test
communication with Development Leads & Upper Management throughout the
project life-cycle
Skills
Location
Education
Work & Experience
Significant Highlights: Recognized for the operational excellence and received one Silver, Bronze and Appreciation Certificate Achieved the positive customer satisfaction scores Conducted the VBA Coding, entered the records in excel and basic website testing Provided technical troubleshooting of HHP Products through Remote Access and managed the general and technical queries of HHP Maintained AHT (Average Handling Time), ACW (After Call Work), CSS (Customer Satisfaction Score) and the remaining SLA parameters on time Liaised with various customers in live chat process and worked on Talisma Tool in chat process and Genesis as well as Avaya in voice process Key Result Areas: Spearheading the project activities from conceptualization to execution including business definition, feasibility & optimization, planning & implementation as per preset compliance; managing projects in relations to finance, budgeting, account management, benefits and grant administration Directing Application Team for national & international business teams including Process Associates and Process Developers Streamlining processes, defining continuous improvement processes, accelerating employees’ strengths & building powerful teams Steering the successful roll-out of enhancement / continuous improvement projects with answerability of defining scope, setting timelines, analyzing requirements, prioritizing tasks and identifying dependencies as per budgets Presenting a true and fair view of the financial position of the company by way of timely preparation of annual reports analysing the expenditure on a monthly basis to control expenses Collaborating with the senior management team in improving and executing strategies and processes, accomplishing corporate goals and profitability for the company Planning and executing monthly / quarterly / annual closure schedules; providing monthly financial statements; administering the monthly closing process Developing & effectuating contingency & continuity plans to ensure smooth operations for attainment of budgeted objectives in coordination with Leadership, Stakeholders & Lines of Businesses Creating & implementing enterprise wide initiatives across multiple functions / business areas to ensure effectiveness, thereby resulting in reduced costs & improved customer service Defining service standards / guidelines that serve as benchmark for excellent service delivery as per global standards & SLAs; analysing data for continuous improvement in delivery & improving customer satisfaction based on data Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT Developing customized process training & leadership modules / programs geared towards optimizing knowledge of employees and improve productivity, capability & quality enhancement Ensuring the preparation of dashboard and report to clients and quality team on monthly basis
Collaborated with Sales & Marketing Team to design, implement, analyze and deploy new business processes Analyzed and tracked all business development activities, analyze quarterly progress and suggested new strategies based on findings Conducted the Manual Testing of the Product and Data collection in sports events Build and maintained various effectual relationships with partners, market research, digital marketing; followed up with the old and new leads and direct reporting to the Director of Sales Participated in Tournament Planning of lawn tennis and secondary researc