Puja Tripathi
Senior CSA | Pune, Maharashtra, India
Professional Overview
Puja Tripathi is a seasoned professional with extensive experience in customer service, operations management, and market research. As a Senior Customer Service Associate (CSA) at NielsenIQ, she leverages her deep industry knowledge and strong analytical skills to provide exceptional support to clients and drive continuous process improvements.
Experience Summary
Current Role
As a Senior CSA at NielsenIQ, Puja is responsible for managing a team of customer service representatives, ensuring high-quality service delivery, and driving strategic initiatives to enhance the overall customer experience. She has played a pivotal role in streamlining operational processes, implementing data-driven solutions, and fostering a culture of continuous learning and improvement within her team.
Career Progression
Prior to her current role, Puja served as the Operations & Services Manager at Home First Finance Company (HFFC), where she oversaw a diverse portfolio of operations, including customer service, compliance, and risk management. She demonstrated her strong problem-solving abilities and leadership skills by successfully implementing process optimization strategies that led to improved efficiency and customer satisfaction.
Earlier in her career, Puja gained valuable experience as a Market Research Analyst at Kurlon Enterprise Limited and as a Testing Engineer at ASHIDA Electronics, where she honed her data analysis and technical skills.
Academic Background
Puja holds a Bachelor's degree in Electronics and Communication Engineering from a reputable university, where she graduated with distinction. Her academic achievements and technical expertise have been instrumental in her professional development and ability to tackle complex industry challenges.
Areas of Expertise
- Customer service and operations management
- Process optimization and continuous improvement
- Data analysis and problem-solving
- Cross-functional collaboration and team leadership
- Market research and industry insights
Professional Impact
During her tenure at HFFC, Puja spearheaded the implementation of a new customer relationship management (CRM) system, resulting in a 20% increase in customer satisfaction and a 15% improvement in first-call resolution rates. She has also been recognized for her contributions to industry forums and her ability to translate data-driven insights into strategic decision-making.
Conclusion
With her diverse background, strong analytical skills, and proven track record of driving operational excellence, Puja Tripathi is a valuable asset to any organization seeking to enhance its customer service capabilities and drive sustainable growth. Her focus on continuous improvement and her passion for delivering exceptional service make her a trusted partner for her clients and a respected leader within her industry.
