Prakriti Sharma

-Assisted in all client relations including bookings, project management -Coordination for centre tours including large groups - Accepted payments for booking along with invoice management - Consistency improving customer service experiences through expert resolution of conflicts, issues and concerns - Served as the main point of contact for client concerns - Responded to all inquires from the general public and client in a prompt and professional manner.

QA Tester (Functional-Gold Rating; Usability-Silver Rating) Testing skills: • Collecting Test Data (Collecting Logs from Web & Mobile) • Special Knowledge of Charles, Android Studio, Console logs, Bug Report & 3uTools Exploratory Testing, Web-based testing, Mobile App testing (Android), Payment Testing, Usability testing, Accessibility Testing, Survey Data Analysis, Teamwork Tools used: Slack,snagit, Fiddler, Charles proxy, Google Chrome MultiLogin, Developer tools, Android SDK, Open VPN, MUX Data Testcase Management Tool:Bugzilla, TestRail, JIRA Domain: Healthcare, Education,Finance,Gaming & Console,Retails,Social & Communication,Security, Banking (payment gateway, EFTPOS),Media & Entertainment, Media Streaming

Customer Service Representative (Volunteer) The Salvation Army Australia Oct 2019 – Till Date • Assist in maintaining and updating the Social Services Database, Internal Referral Tracking, etc. to ensure accurate records as needed for statistical and billing purposes. • Assist in the distribution of food, clothing or other commodities, including Thanksgiving and Christmas assistance programs as necessary. • Administrative duties involving customer handling, answering inbound calls. • Assisting customers over the phone or in person with understanding their eligibility, required documentation for appointment with their respective case manager. • Assist customers over the phone or in person with their paperwork for utility and other services as needed including collecting and copying documentation required by each program. • Schedule potential customers for appointments with appropriate departments, e.g. food, furniture, finance, etc. • Refer customers to other Agencies where necessary. • Process in kind donations with adherence to Salvation Army policies.

• Providing wide range of Customers with level 1 support with all Reliance enquiries over the phone and email • Working as Subject Matter Expert, (SME) communicating with quality assurance team regarding any changes need to be implemented and communicated to rest of the team on any product or services. • Working as a Subject Matter Expert, I am also responsible to handle any technical enquires and act as a first level of escalations. • Keep track of any outage with the website and raising service faults using in house tools (BMC Remedy) to notify appropriate teams. • Helping customers to set up online profiles and navigation through online channels. • Education customers on the benefits of having Reliance account. • Assisting customers with all their Online registration enquires, which includes helping customers with: o New registration o Educating customers with the online interface o Username and password enquiries o Navigating through the online account Webpages o Adding more users to online accounts o Deactivating online accounts • Assisting customers with Reliance offered calling card enquires, which includes describing the card benefits and how to use them • Assisting customers with their message bank enquiries, which includes: o Setting up message bank for customers o Educating customers on how to use the message bank • Guiding customers to customise their message bank, which includes: o Assist/ educate customers setting up the greetings o Assist/ educate customers on how to extend the delay before message bank kicks in. o Assist/ education customers on how to change their message bank pin. o De activating message banks for customers or warm transferring them to appropriate teams. • Answering customer emails about products and services or routing the emails to appropriate teams

• Serving customers at the sales counter • Providing a friendly and helpful service to customers • Offering face to face advise to customers on the stores products • Maximising store revenue by suggesting upgrades, insurance and add-ons to customers • Processing returns and refunds as required in line with company procedures • Using the stock management system to log, check, locate and move stock both and out of store • Handling customer complaint in claim manner • Managing cash and payment systems in accordance with company procedures and policies • Responsible for the daily management of the until in the absence of senior member • Ensuring all areas of the store remain tidy at all the time

• Manage projects throughout the entire project life cycle using best practice methodologies and techniques. • Handling relations with parents, students, employers, and the community • Managing budgets and ensuring financial systems are followed • Overseeing record-keeping • Managing student services such as guidance programs • Training, supervising, and motivating faculty including teachers and auxiliary staff • Working on committees including academic boards, governing bodies and task groups • Assisting with recruitment, public or alumni relations and marketing activities • Providing administrative support to an academic team of lecturers, tutors or teachers • Drafting and interpreting regulations and dealing with queries and complaints procedures • Maintaining high levels of quality assurance, including course evaluation and course approval procedures • Contributing to policy and planning • Purchasing goods and equipment, as required, and processing invoices • Liaising with partner institutions, other institutions, external agencies, government departments and prospective students • Organizing and facilitating a variety of educational or social activities • Manage a Portfolio of projects (typically Have responsibility for delivering all projects to agreed (both internal and external) Quality, Delivery and Cost criteria. • Build and develop relationships within a client organization to enable smooth delivery of a project. • Provide a point of escalation for significant project related issues (either internally from within the project or externally from the customer). • Manage suppliers and third parties as required during the project life cycle. • Identify and manage risks to project delivery in a formal manner, ensuring that they are well communicated to all stakeholders. • Applied the 80G Taxation Certificate for the Institute in very less Charges as compare to Agents