Prashant Pipraiya

About Prashant Pipraiya

IndiaMART InterMESH Limited relies on contributions to team leadership, operational efficiency, and customer satisfaction. Current role includes guiding team members, streamlining workflows, and ensuring high service delivery standards. Reports and analyses provide actionable insights to management, while onboarding and training efforts foster continuous development. Pursuing an MBA in Information Technology Management at Shoolini University, with a BCA (Hons) in Computer Applications from Bundelkhand University. Prior roles at Concentrix and Policybazaar.com developed problem-solving, relationship management, and technical support competencies. Motivated to integrate technical expertise and analytical skills into dynamic, customer-focused environments.

Experience

1. Senior Advisor Operations

   Concentrix

   Feb 2026 — Present · Gurugram, IN

   Complex Problem Solving: Handling escalated or highly technical queries that require more than just a \"standard\" scripted response.End-to-End Ownership: Probing for the root cause of a customer\'s issue and ensuring a complete resolution rather than a quick fix.Product Expertise: Maintaining deep, up-to-date knowledge of the client’s products, services, and internal systems to act as a Subject Matter Expert (SME).Quality & Documentation: Ensuring every interaction is meticulously documented in CRM tools (like Salesforce) to maintain data integrity.Process Improvement: Identifying recurring \"pain points\" in the workflow and suggesting improvements to leadership to enhance overall efficiency.Metric Achievement: Consistently meeting or exceeding Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction Score), AHT (Average Handle Time), and First Call Resolution (FCR).

Education

• Shoolini University

  Master of Business Administration - MBA, Information Technology Management

• Bundelkhand University

  BCA(Hons), Computer Applications