Priyanka Oza
Pune
Summary
Customer Support Representative with over six years of experience providing exceptional support in high-volume, fast-paced environments. Proven expertise in resolving complex customer issues, managing escalations, and maintaining high customer satisfaction levels. Skilled in handling both technical and non-technical cases across voice, email, and chat channels. Adept at working with enterprise products such as NetBackup and Backup Exec, with a solid foundation in documentation, incident management, and SLA adherence. Recognized for consistent performance, strong communication, empathy, and collaborative teamwork.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Veritas (Now Part of Cohesity)
Pune
10.2022 - Current
- Respond to 20+ inbound customer interactions daily via calls, chats, and emails, ensuring timely and accurate resolution of queries.
- Worked on a variety of technical and non-technical cases, supporting customers across different types of issues and business needs.
- Provided support for products including NetBackup, Backup Exec, Veritas Appliances (Flex, NetBackup, and Access), InfoScale, and Enterprise Vault, primarily focused on installation, upgrade, and compatibility scenarios.
- Successfully handled over 20 technical cases per month, consistently exceeding the target of 15 cases.
- Acted as a backup Incident Coordinator (IC), assisting senior ICs in managing and resolving complex, high-priority cases.
- Managed the Voice of Customer (VOC) escalations, ensuring prompt and effective responses to sensitive customer feedback and concerns.
- Maintained a track record of meeting or exceeding all performance targets, demonstrating reliability and consistent delivery. Experienced in supporting customers across APJ, EMEA, and NAM time zones.
- Experienced in supporting customers across APJ, EMEA, and NAM time zones. Comfortable working in rotational shifts, including weekends, and flexible week-off schedules.
- Comfortable working in rotational shifts, including weekends, and flexible week-off schedules.
Customer Service Associate
Amazon Development Center (India) PVT LTD
Pune
08.2019 - 10.2022
- Worked across multiple processes, including IN Phones, Amazon Business Phones, (CA & NA) Phones, handling a wide range of customer interactions.
- Contributed to the ASR ALEXA Text-to-Speech project and supported the email support process, in addition to managing inbound calls and making outbound calls when required.
- Handled over 75+ customer calls daily in a high-volume environment while consistently maintaining a high customer satisfaction rating.
- Demonstrated strong product and policy knowledge by memorizing company services and guidelines, ensuring accurate and efficient responses to customer inquiries.
- Delivered detailed, personalized, and courteous service, creating positive experiences for every customer interaction.
- Recognized for providing excellent customer service, greeting and assisting customers promptly and professionally.
- Consistently achieved performance targets and was awarded R&R (Rewards and Recognition) for outstanding contributions.
Education
Bachelor of Computer Application -
Savitribai Phule Pune University
Pune, India01-2019
IISC (10+2) -
State Board of Maharashtra
Pune, India01-2014
SSC (10th) -
State Board of Maharashtra
Pune, India01-2012
Skills
- Effective case management and adherence to SLA requirements
- Strong written and verbal communication abilities
- Active and empathetic listener
- Collaborative team player with a focus on shared goals
- Positive and professional attitude
Soft skills:
- Accountability and ownership
- Patience and composure under pressure
- Multitasking across platforms
- Proficient in Microsoft Office Suite - Word Excel, PowerPoint, Outlook, Access, and OneNote
- Experience with Windows operating systems
Computer skills:
Certification
- Be 10X AI tools workshop: Completed the 10X AI Tools Workshop, gained hands-on experience with modern AI tools, and their real-world applications to enhance productivity and efficiency
- ChatGPT training (Udemy): Completed ChatGPT training (Udemy) - successfully completed a certified course on leveraging ChatGPT for business, communication, and productivity use cases
Awards
- Awarded Best Performance of the Week and Month for consistently delivering outstanding customer service
- Received the Customer Understandability Award multiple times in weekly Rewards and Recognition programs for clear and effective communication
- Earned the High Response Rate Award weekly for prompt and efficient query resolution
- Received the Tenner Award in recognition of consistent performance, excellence, and teamwork contributions
- Closed the highest number of technical cases in a single month, exceeding team targets and expectations
- Computer Networking Essentials (autonomous course) with grade A
Languages
- English
- Marathi
- Hindi
Interests
- Reading
- Writing
- Travelling
- Photography
Timeline
Customer Care Specialist
Veritas (Now Part of Cohesity)
10.2022 - Current
Customer Service Associate
Amazon Development Center (India) PVT LTD
08.2019 - 10.2022
Bachelor of Computer Application -
Savitribai Phule Pune University
IISC (10+2) -
State Board of Maharashtra
SSC (10th) -
State Board of Maharashtra
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