Pragyan Parimita Mishra
Hyderabad
Summary
Summary:
- Having overall 10+ years of experience in operations in telecom, travel, research & machine intelligence and program management domain.
- Overall, 8+ years of experience as a team Manager of project team, maximized many great opportunities to work on challenging project, when two critical proficiencies of a team leader were developed tremendously
- Earned leadership status by setting inspirational goals and setting examples superb organizational, motivational, management and time management skills
- Maximized team performance excelled at identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weakness of each team individual
- Taking ownership for Compliance within the team and ensuring zero instances of non-adherence.
Achievements:
- Was awarded as a best customer care executive and also awarded as an aggregate quality scorer for the month of July 2013 in Vodafone
- Was awarded as top scorer of the year during graduation in the month of July 2009
- Have received “PAT ON THE BACK” award thrice in the month of Jan/Feb’17 and Jul’17 as Best Team Leader in Tech Mahindra
- Have received “GEM Award - Going that extra Mile” in Sep 2020 as best Pod Lead in Teleperformance
- Have received “ABCD-To recognize employees who stretch and contribute over and above their work related KPIs” in Q1’22 in Amazon.
Overview
12
12
years of professional experience
Work History
Manager I,Transportation
Amazon Development Center India Pvt.Ltd
03.2021 - Current
- Leading a team with 30+ auditors and 2+ People Managers in last mile quality space
- Responsible for establishing and streamlining operational processes for Last Mile Quality-Places
- Org
- Leading data augmentation and curation team for last mile quality space
- Independently driving process excellence initiatives to re-engineer processes to quickly respond to business needs
- Continuously evaluating existing tools and processes for employee engagement and task management, and propose solutions to invent and simplify for efficiency gains and high-quality throughput
- Responsible for managing process volumes
- Responsible for communicating internally and externally to identify issues and propose solutions for long term sustainability of processes
- Responsible for preparing auditor performance stacks for complete Org
- Supported Manager level hiring
Team Leader
Teleperformance India Pvt.Ltd
04.2019 - 02.2021
- Assign all work assignments, commit the team to the work, manage productivity, quality and ETA of each projects assigned
- Monitoring team performance and providing feedback to the operators and advise team for improvement and development
- Propose new project developments ideas to the management team for better delivery of projects
- Provide accurate information the managers on key issues
- Manage team shrinkage and attrition across shifts
- Assisting manager in guiding the remote employees for work allocation, tracking production and assessing team work load
- Assist Manager in new project handling and update with progress
- Publishing Monthly performance report of the entire Project team with huge HC in a newsletter.
Team Leader
Interglobe Technology
07.2018 - 02.2019
- Attending calibration sessions with the Quality team on defining Ultimate Customer Experience how to operationalize it effectively to ensure the advisors get the same message and understand how to deliver it
- Monitoring chats to identify trends in advisor’s knowledge, skills and on call behaviors to provide real time intervention on the chats to improve customer experience
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not resolved detractor chats/calls to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance scorecard (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations / sup chats to demonstrate customer centricity
- Managing cases raised by team ensure 100% audit adherence
- Taking ownership for Compliance within the team and ensuring zero instances of non-adherence
- Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT and service level)
- Analyzing trends in advisor’s performance and variance to target and providing regular feedback coaching to improve KPI related metrics
- Ensuring Schedule adherence by monitoring driving real time adherence (RTA) leading his team from the front
- Managing team effectively to keep absenteeism attrition within threshold
- Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
- Conducting counselling sessions supporting each advisor through his / her challenges concerns, through regular and effective coaching
- Guiding and supporting advisor’s development journeys based on their aspirations and performance
- Planning conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction
- Ensuring advisor needs basics like their attendance, leaves, transport etc
- Are taken care of performance Management
Team Leader
Wipro Limited
01.2018 - 06.2018
- Handled a new web chat process since transition
- Have supervised the team from training to process set up
- Inspired each and every team member to perform and produce their best
- Determined the duties and responsibilities of individual in a team
- Analyzed the individual performance of each team member and motivated team to perform even better
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance
- Analyzed the assigned projects and distributed tasks to the members as per there area of expertise
- Reported any problem or fault in the project to the project manager and supervisor
- Offered solutions to the top management regarding project related queries
- Managing quality score of teams and CSAT scores of all associates
- Product Analysis shared with client for process improvement
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not
- Resolved detractor Chats to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance score card (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations / sup chats to demonstrate customer centricity
- Managing cases raised by the team ensure 100% audit adherence
- Taking ownership for Compliance within the team and ensuring zero instances of non-adherence
- Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT and service level)
- Analyzing trends in advisor’s performance and variance to target and providing regular feedback coaching to improve KPI related metrics
- Ensuring Schedule adherence by monitoring driving real time adherence (RTA) leading his team from the front
- Shared process suggestion with client for process improvement on monthly basis
Team Leader
Tech Mahindra
12.2016 - 12.2017
- Handled three processes such as e-mail, social media and backend process
- Inspired each and every team member to perform and produce their best
- Determined the duties and responsibilities of individual in a team
- Analyzed the individual performance of each team member and motivated team to perform even better
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance
- Analyzed the assigned projects and distributed tasks to the members as per there area of expertise
- Reported any problem or fault in the project to the project manager and supervisor
- Offered solutions to the top management regarding project related queries
- Managing quality score of teams, CSAT and TNPS scores of all associates
- Product Analysis shared with client for process improvement
- Shared process suggestion with client for process improvement on monthly basis
- Since being a part of recruiting panel, I used to identify right candidates with required skill set and experience and make sure that it should match with the requirement as per the job
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not
- Resolved detractor emails to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance score card (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations to demonstrate customer centricity
- Managing cases raised by team ensure 100% audit adherence.
Team Leader
Tech Mahindra
07.2014 - 08.2016
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Handled three processes such as e-mail, social media and backend process
- Inspired each and every team member to perform and produce their best
- Determined the duties and responsibilities of individual in a team
- Analyzed the individual performance of each team member and motivated team to perform even better
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance
- Analyzed the assigned projects and distributed tasks to the members as per there area of expertise
- Reported any problem or fault in the project to the project manager and supervisor
- Offered solutions to the top management regarding project related queries
- Managing quality score of teams, CSAT and TNPS scores of all associates
- Product Analysis shared with client for process improvement
- Shared process suggestion with client for process improvement on monthly basis
- Since being a part of recruiting panel, I used to identify right candidates with required skill set and experience and make sure that it should match with the requirement as per the job
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not
- Resolved detractor emails to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance score card (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations to demonstrate customer centricity
- Managing cases raised by team ensure 100% audit adherence.
Customer Service Executive
Vodafone Essar Pvt Ltd
03.2013 - 07.2014
- Handled customer queries, requests and enquiries which includes billing complaints, payment enquiry and plan activation/deactivation
- Managed a high-volume workload within a deadline-driven environment
- Became the lead “go-to” person for new reps and particularly challenging mails and calls as one of the company’s primary mentors/trainers of both new and established employees
- Helped company attain the highest customer service ratings (as determined by external auditors)
- Earned 100% marks in all categories including communication skills, problem resolution and politeness
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
- Worked as a mentor and have trained Executives for Entry level
- Maintained service level and abandon rate.
Technical recruiter
Scarlett Wireless
09.2012 - 02.2013
- End to end recruitment: Sourcing, Staffing, scoping, and on boarding candidates
- Screening: short listing candidates sourced through portal (Monster, Career Builder and LinkedIn) and validating them on their experience and interest on the role
- Lateral Hiring: Identifying right candidates with required Skill set and experience and make sure that it should match with the requirement as per the job
- Staffing: Preparing Requisition gathering template and sending it to corresponding sourcing lead to initiate the sourcing
- Short listing the profiles sourced and sending it to the respective hiring managers
- Calling candidates and explaining the job description
- Hiring inputs: Meeting hiring managers to understand niche skill profiles
- Negotiating pay rate/ salary with the candidates as per company standard
- Formatting resumes
- MIS: Preparing reports on the no of closure, internal movements, and offer decline numbers to ensure the flow of work to reach the aspire rates
- Sending weekly.
Education
Bachelor’s degree - Science, Physics
Sambalpur University
Odisha2010
Associate degree - Science
CHSE
2007
High School Degree -
Vivekananda Shiksha Sadan
Rourkela,Odisha2005
Skills
- Customer service
- Customer relationship management
- SLA management
- Team Management
- Team Leading
- Project Management
- Process Excellence
- Stakeholder Management
- Agile Framework
- Operations Management
- Program Management
Timeline
Manager I,Transportation
Amazon Development Center India Pvt.Ltd
03.2021 - Current
Team Leader
Teleperformance India Pvt.Ltd
04.2019 - 02.2021
Team Leader
Interglobe Technology
07.2018 - 02.2019
Team Leader
Wipro Limited
01.2018 - 06.2018
Team Leader
Tech Mahindra
12.2016 - 12.2017
Team Leader
Tech Mahindra
07.2014 - 08.2016
Customer Service Executive
Vodafone Essar Pvt Ltd
03.2013 - 07.2014
Technical recruiter
Scarlett Wireless
09.2012 - 02.2013
Bachelor’s degree - Science, Physics
Sambalpur University
Associate degree - Science
CHSE
High School Degree -
Vivekananda Shiksha Sadan
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