Open to opportunities

Yajna Puttyah

@yajnaputtyah

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Customer service professional with strong communication and leadership skills.

Mauritius

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What I'm looking for

I am looking for a role that offers growth opportunities, a collaborative culture, and the chance to leverage my customer service expertise.

I am a dedicated customer service professional with a strong background in managing teams and enhancing customer experiences. My journey began at Ed IJ Comm Ltd, where I honed my skills in back office operations and customer service. I then advanced to Weaver, where I effectively resolved customer queries, utilizing platforms like Freshdesk and Dash. Currently, I am a Customer Service Associate at Accenture, where I manage performance metrics and lead coaching sessions to improve team outcomes.

Throughout my career, I have demonstrated a commitment to excellence by conducting regular call audits and providing real-time feedback to my team. My experience in leading a team of 16 agents has equipped me with the skills to drive sales and enhance service quality. I am passionate about continuous learning and innovation, always seeking new ways to improve processes and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Team Leader

Accenture

Feb 2024 - Present (1 year 5 months)

Managed a team of 16 call center agents, ensuring consistent achievement of performance targets and service quality standards. Conducted targeted sales sessions and coaching to improve key metrics such as ASAT, FTR, AHT, and sales performance.

Team Leadership Performance Management Sales Coaching Metrics Tableau Client Meetings Call Center Operations

Customer Experience Advisor

Accenture

Feb 2023 - Present (2 years 5 months)

Managed the performance of 18 Bottom Quartile (BQ) agents, focusing on ASAT, Sales, and AHT metrics to drive improvement. Conducted regular call audits, live coaching, and sales sessions to enhance team performance and customer satisfaction.

ICare Customer Service Performance Management PowerPoint Icare Qualtrics

Customer Service Representative

Weaver

Jan 2022 - Present (3 years 6 months)

Served as a Customer Service Representative for a loan providing company, resolving customer queries via email and chat. Utilized Freshdesk and Dash systems to manage and track customer interactions effectively.

Customer Service Freshdesk Dash Email Support Chat Support

Back Office and CSR

Ed IJ Comm Ltd

Aug 2020 - Present (4 years 11 months)

Provided back-office support and customer service for California state energy programs. Handled both inbound and outbound calls, ensuring client expectations were met and relevant information was provided.

Customer Service Inbound Outbound Calling Client Communication Data Entry

Education

Degrees, certifications, and relevant coursework

Middlesex University Mauritius

International Foundation Programme, General Studies

Grade: Academic Writing – A, Researching and Presenting – B, Developing Independent Learning – A, Integrated Subject Based Projects – A

Completed the International Foundation Programme in 2019. Achieved strong grades in Academic Writing (A), Researching and Presenting (B), Developing Independent Learning (A), and Integrated Subject Based Projects (A).

Friendship College Girls

Higher Cambridge School Certificate, Science

Grade: Physics – E, Chemistry – U, Maths – E, General Paper – C, Environmental Management – B

Obtained the Higher Cambridge School Certificate in 2018. Focused on science subjects including Physics, Chemistry, and Maths, along with General Paper and Environmental Management.

Friendship College Girls

Cambridge School Certificate, General Studies

Grade: English Language Oral (2) – A, Mathematics – B, Additional Mathematics – B, Physics – B, Biology – C, Chemistry – C, French – D

Achieved the Cambridge School Certificate in 2016. Demonstrated proficiency in English Language Oral, Mathematics, Additional Mathematics, Physics, Biology, Chemistry, and French.

Middlesex University Mauritius

BSc Information Technology, Information Technology

Completed Year 1 (2019-2020) and Year 2 (2020-2021) of the BSc Information Technology program. Studied core subjects including Java, Emerging Technologies, Computer Systems Architecture and Operating Systems, and Information in Organisations.