Priscilla Michael
Gurgaon
Summary
To achieve a challenging position in an organization where I can prove my caliber as a professional and dedicatedly work towards organizational growth thereby continuously improving myself as a professional and moving up the corporate and result-oriented individual with almost 10 +YEARS of Operations and Customer Service Experience. A resourceful and solution-focused professional with an excellent interpersonal and rapport- building skills. Excellent Interpersonal Skills & Coaching Skills. Communicate and interact openly with individuals at all levels. Strong cross-cultural management skills and easily interface with diverse cultures. Proven skills in managing work in sync with the corporate set parameters for achieving business and individual goals. Exposure in handling client queries, providing them feasible solutions & building healthy relationships thereby achieving high customer satisfaction
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager
TrueBlue India Ltd
Gurugram / Gurgaon
10.2021 - Current
- Oversaw the smooth functioning of RPO Voice/Non-Voice operations on a daily basis
- Successfully handled client business reviews while overseeing transition management.
- Implemented identified enhancements to increase efficiency, reduce costs and enhance performance.
- Evaluated team's achievement of goals through metrics including performance appraisals, ongoing feedback, and training
- Managed service delivery, including client escalations and expectations.
- Created monthly reports for senior management summarizing operational performance metrics.
- Assessed applicant tracking systems performance metrics in order to optimize efficiency of recruitment processes.
- Tracked progress against recruitment goals on an ongoing basis using key performance indicators.
- Advised hiring managers on best practices when considering internal promotions or transfers within the organization.
- Analyzed feedback from unsuccessful applicants to improve future recruitment efforts.
- Developed and managed recruitment process, sourcing candidates each year to fill key positions.
- Provided leadership during times of organizational change or crisis situations.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Conducted performance reviews for team members.
- Established processes to ensure efficient workflow throughout the organization.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
Team Lead
Cognizant Technologies
07.2016 - 10.2021
- Leading a team of analysts/ associates of strength of 15-18 members involved in comprehending and interpreting news articles and assisting in creating insightful reports
- Stay up to date with relevant news to ensure full coverage of core subject areas (e.g.: finance, consumer, retail, etc.)
- Assist Associates handle large volumes of information and meet tight deadlines
- Building a high-performing, motivated team that can deliver on targets like CSAT, TRT
- Provide training and mentoring analysts/ associates on validating and producing high quality summaries
- Provide consistent feedback to the team members and guiding them in filling up gaps in the performance
- Respond to queries from management and client quickly, clearly and courteously
- Demonstrated strong interpersonal and time management skills
- Ability to work independently and as a team leader including the ability to handle conflicting priorities in a multitasking environment
- Deliver all MIS reports on a timely and accurate manner, Ex: daily CSS tracking, intraday and EOD reports, weekly MIS, PRB/ORB, Cap model
- Etc.
Process Supervisor
Deutsch Bank
05.2012 - 07.2015
- Planned, assigned and supervised the work of subordinate staff members to meet operational goals.
- Investigated customer complaints regarding product quality issues and worked with other departments to resolve them promptly.
- Developed and implemented process improvements to increase efficiency, reduce waste and improve safety.
- Assisted in the development of standard operating procedures for each job function within the department.
- Coordinated training sessions for new employees in accordance with departmental procedures.
- Implemented Lean Six Sigma principles throughout the organization in order to drive continuous improvement initiatives.
Sr. Customer Care Professional
American Express
09.2011 - 04.2012
LPO Analyst
Wipro Ltd.
08.2008 - 09.2011
Quality Analyst
Cyber Futuristics
04.2006 - 06.2008
Education
B.com -
Stani Memorial College
01.2007
12th -
St.Xavier’s
01.2004
10th -
St.Xavier’s
01.2002
Skills
- Dynamic
- Result-oriented
- Operations
- Customer Service
- Resourceful
- Solution-focused
- Interpersonal
- Rapport-building
- Coaching
- Communication
- Cross-cultural management
- Client handling
- Problem-solving
- Relationship building
- Customer satisfaction
- Persuasive Negotiation
- Collaboration
Personal Information
- Date of Birth: 11/21/86
- Gender: Female
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
- Been involved with the different corporate social responsibility Activity associated with the organization with working for the village schools, and women along with the NGO's.
- Lead a Video making competition and hosted many engagement activities.
Certification
- Lean Six Sigma Yellow Belt (ICYB)
- CEO Excellence: The Six Mindsets of Exceptional Leaders
- Recruiting Foundations
Timeline
Operations Manager
TrueBlue India Ltd
10.2021 - Current
Team Lead
Cognizant Technologies
07.2016 - 10.2021
Process Supervisor
Deutsch Bank
05.2012 - 07.2015
Sr. Customer Care Professional
American Express
09.2011 - 04.2012
LPO Analyst
Wipro Ltd.
08.2008 - 09.2011
Quality Analyst
Cyber Futuristics
04.2006 - 06.2008
B.com -
Stani Memorial College
12th -
St.Xavier’s
10th -
St.Xavier’s
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