1. PRIYA GAUTAM Contact: 9620627755 / E-mail: priyav22215@gmail.com
To carve out an intellectually stimulating and professionally rewarding career with opportunities
that utilize my skills and allow application of my skills in promoting, organizing, relationship
building and leading to the optimum while have opportunities for performance-based career
advancement.
Profile Summary
Profile Summary
• A competent professional with 4 years of experience in:
• Client Relationship Management
• Operation Management
• Process Management
• Team Management
• Excellent interpersonal skill with problem solving, logical thinking and
analytical abilities.Core Competencies
Core Competencies
• Mapping client’s requirements and coordinating, developing and
implementing processes in line with guidelines
• Monitoring the overall functioning of the processes, identifying
improvement areas and implementing adequate measure to maximize customer
satisfaction level
• Preparing MIS report as per requirement with a view to apprise
management of the process operations
• Assessing the customer feedback, evaluating area of improvements &
providing critical feedback to the associate on improvements and achieving higher
customer satisfaction matrices Organizational Experience
Organizational Experience

2. Since Nov’11 with ONICRA Credit Rating Agency of India Ltd.
Department wise Deputations:
Since Apr’15 (Bangalore) SME
Oct’14 - Mar’15 (Gurgaon) Health Care Operation (Customer Relation Management)
Nov’11 - Sept’14 (Gurgaon) SME Operation (Customer Relation Management)
Present Role - SME (Since Apr’15)
Designation – Assistant Manager
• Develop and manage Customer Relation Management (CRM) supply
chain
• Handling Customer queries
• Identifying, acquiring, developing and maintaining customer relationships
• Coordinating with the RSM’s for pending documents and cheques
• Coordinating with the head office for updating the case and for pending
documents
• Handling MIS and presenting weekly data to the management

3. • Checking Documentation and verifying the same from the client and CA
• Processing a high volume of daily phone calls and email from customers
• Recommend quality improvement based on discussion/ work with
customers
• Coordinating with the sales team for achieving the monthly target
• Taking Reports of their day to day activities and escalating to the
management
• Coordinating with the client and the analyst for arranging site visit
• Initial Screening of the candidate and validating them for the next level
Client Management
• Manage the process of interviewing between New Hire Candidates and
Management
• Screen all potential new applicants for In-Person or Telephonic Interview
• Set up interviews between the applicant and client
• Making daily, weekly, and monthly MIS reports
Previous Role - Healthcare Operations (Oct’14 - Mar’15)
Designation - Senior Executive (Customer Relation Management)
• Publish Master MIS of Healthcare
• Arranging calls with the clients to provide insights about the product
• Getting the clients free listed on the website with their consent
• Helping the clients in registration process
• Coordinating with cross functional teams
• Verification of the documents and checking the receipt of payment from
the clients
• Preparing the kit with cross functional deliverables
• Tracking the delivery of the kit to the concerned recipients
• Arranging appointments for the consumers with the clients over the phone
• Creating & updating tickets according to the proceeding of each case

4. Previous Role - SME Operations (Nov’11 – Sep’14)
Designation - Senior Executive (Customer Relation Management)
• Customer Support
• Identifying, acquiring, developing and maintaining customer relationships
• Processing a high volume of daily phone calls and email from customers
• Review customer complaints and initiate solution in a timely and effective
manner
• Ability to explain complex information clearly and simply
• Taking on complex customer issues and resolving them
• Develop and manage Customer Relation Management (CRM) supply
chain
• Immediate complain handling and ensure both the company and customer
get the fair value
• Handle the audit process, preparation of reports and take corrective action
• Mapping the response from the customer after sales/service
• Coming up with ideas to improve customer relationships
• Recommend quality improvement based on discussion/ work with
customers
• Handling correspondence sent to NSIC(National Small Industries
Corporation Limited) & Customers
• Handling dispatch team & ensure reports are dispatched within TAT &
same is delivered to the clients
• Delivering excellent customer service
• Checking of Financial documents
• Upload in CRM to received documents
• To maintain analysis report qtr wise

5. • Providing weekly data to the management
• Coordinating with client for pending documentation
• Coordinating the Sale-Coordinators for booking daily cases for a
particular Region
• Coordinating with QA team and Analyst for Timely Completion of the
Rating.
• Ensuring Timely Delivery of the report to the Client
Academic Detail
Academic Detail
•
• MBA (Human Resources) from New Delhi Institution of Management ,
New Delhi in 2012
• B.Sc. (Botany/ Zoology) from Lucknow University, Lucknow in 2010
• Personal Details
Personal Details
• Husband Name: Vikas Bharati
• D.O.B: 05-08-1989
• Address: House No F-228. Trifecta Esplande, Survey No – 63/1,
Sai Ashram Road, Bellathur Village Road, Kumbena
Agrahara, Kadugodi, Bangalore, Karnataka -560067