Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Timeline
Generic
Somya Pradhan

Somya Pradhan

Georgetown

Summary

Secure a responsible career opportunity to utilize my learning, skills and training, while making a significant contribution to the organization.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Teleperformance (Singapore Airline)
09.2022 - Current
  • Handling inbound and outbound interactions primarily from travel agents via email and call channels.
  • Handling any travel issues that arise, including flight or hotel cancellations, delays, conflicts, and refunds.
  • Up-to-date product knowledge is needed in order to deliver accurate and effective services.
  • Ensuring Quality Assurance (QA) scores meet targets set out for the FY based on an established scorecard.
  • Redirect passengers to the right channel to fulfill their travel requirements.
  • Connect with travel agencies and the SIA team on any passenger feedback or complaints.
  • Attend to feedback promptly and take action to restore passenger confidence.
  • Work closely with various business units to establish the cause of passenger concerns and address servicing gaps.

Content Specialist

Teleperformance (Meta- Tier1Ads)
02.2022 - 08.2022
  • Optimized web pages with keyword-rich content, resulting in improved search engine rankings.
  • Managed editorial calendar for timely publication of blog articles, newsletters, and social media updates that maintained a consistent brand voice.
  • Enhanced website traffic by developing and implementing strategic SEO practices.
  • Coordinated influencer partnerships that resulted in increased reach and positive reviews from key industry personalities.
  • Handled crisis communication situations by crafting thoughtful responses to negative feedback by the users, mitigating potential damage to brand reputation.

Content review Analyst

Teleperformance (Meta-Media Operations)
01.2020 - 01.2022
  • Review Facebook and Instagram posts, photos and listing content according to the clients policies, workflow and target while upholding a high standard of accuracy and quality.
  • Investigate and resolve complex issues regarding content within agreed-upon turnaround time and standards of quality
  • Managed high-volume workloads effectively, ensuring all deadlines were met without compromising the quality of reviews.
  • Demonstrated strong attention to detail when identifying discrepancies between submitted content and platform requirements.

Digital Marketing Expert

Cognizant
  • Entertain Non-prot (NGO) accounts
  • Provide basic analytical and statistics via Google Analytics for search engine optimization and marketing purposes
  • Coordinate with multiple teams
  • Handled customer complaints with empathy and composure
  • Proactively participated in meetings and helped create new practices
  • Answered calls, responded to emails, and spoke with clients face-to-face
  • Consistently met my short and long-term targets
  • Processed a range of documentation and entered information into databases
  • Initiate eective marketing campaigns online.

Sr. Associate

Aegis
  • Ensure error free e-mail correspondences send across to the clients and customers
  • Representing Bharti Airtel on social media e.g
  • Twitter, facebook, and consumer forums (grahak suraksha, jago grahak jago, akosha,CCCore, NCH etc)
  • Enhance and create verbiages for customer services enhancement.
  • Scripted messaging that highlighted the company's product, differentiating it from those of competing brands
  • Used customer feedback to create a list of areas that require improvement.
  • Responded to customer requests for services, products, and company information.

solution Engineer

Quatrro
  • Managing to send quotations at the earliest(2hours)
  • Acknowledgement within TAT 15 minutes
  • Gather the information from the database as per clients quotation requirement
  • Communication with resellers for information not found in the database
  • Collate Updates and share it with teammates
  • Providing SOD and EOD to supervisor.

Process Developer

Genpact
  • Suggestions on the Payment Plan for Synchrony Bank
  • Helping customers to get over the Past dues
  • Working on the active accounts for the customers who are behind in making payments
  • Assisting customers on their next or coming payment plan
  • Sharing the details of accounts with the manager for the accounts that have been worked with payment.

Sr. Executive

Smart Tele Solution
  • Making Reservation over the phone for Guests as per their desired destinations
  • Handling reservation queries, processing refunds, revalidation
  • Placing PNR in specic Queue and Category
  • Sending mails/calls to the passengers with their updated itinerary
  • Issuance, Re-issuance and Cancellation of tickets for all Airlines
  • Documents required by International & Domestic passengers during Check-in
  • Develop teamwork to have smooth handling.

Education

Lucknow University
01.2013

Karnataka state open university
01.2012

Mahanagar Girls Inter College
01.2009

U.P. Board
01.2007

Skills

  • Teamwork
  • Customer service
  • Social Media Marketing
  • Digital Marketing
  • Google Adwords
  • Google Analytics understanding
  • Bilingual Customer Support
  • Ethical Judgment
  • Assertiveness

Personal Information

  • Date of Birth: 12/22/93
  • Nationality: Indian

Languages

Hindi
Native language
English
Advanced
C1
Urdu
Elementary
A2

Timeline

Customer Service Representative

Teleperformance (Singapore Airline)
09.2022 - Current

Content Specialist

Teleperformance (Meta- Tier1Ads)
02.2022 - 08.2022

Content review Analyst

Teleperformance (Meta-Media Operations)
01.2020 - 01.2022

Digital Marketing Expert

Cognizant

Sr. Associate

Aegis

solution Engineer

Quatrro

Process Developer

Genpact

Sr. Executive

Smart Tele Solution

Lucknow University

Karnataka state open university

Mahanagar Girls Inter College

U.P. Board

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Somya Pradhan