Priya Jakhmola
Customer Service
Newcastle,NSW
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
6
6
years of professional experience
Work History
Team Leader
Teleperformance Global Services Pvt Ltd
07.2023 - 03.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Sales Representatives Team Leader
Universal Adviser Migration Services
03.2022 - 04.2023
- Developed new business opportunities by prospecting potential clients and presenting product benefits.
- Led a team of sales representatives to improve overall performance through mentoring, coaching, and regular evaluations.
- Implemented innovative sales techniques to enhance team productivity and drive results.
- Established a positive work environment through clear communication, encouragement, and recognition of achievements.
- Organized monthly sales meetings to review progress, set goals, and discuss areas for improvement among the team members.
- Provided comprehensive training programs for new hires to ensure they were well-equipped for success in the field.
- Maintained a strong understanding of competitor offerings, enabling the team to better position our products and services in the market.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Relationship Manager
Policy Bazaar
09.2021 - 02.2022
- Working there as a Relationship Manager
- Responsibilities and day to day activities: Build and improve relationships with customers
- Review company practices to ensure clients get maximum satisfaction from their purchases
- Identify potential opportunities and inform the sales team to follow up
- Educate and inform clients about the company's products, services and special offers
- Attend to client complaints and resolve issues promptly
- Conduct customer satisfaction surveys and recommend ways of improving client satisfaction
- Work with internal departments to ensure company meets clients' expectations
- Oversee customer relationship management system.
SUBJECT MATTER EXPERT
Bluecircle Adventures
12.2018 - 07.2021
- Started my career as Senior Customer Service Executive and resigned with SUBJECT MATTER EXPERT
- Responsibilities and Day to Day activities: Taking the stuck calls and escalations calls
- Acting as a point of resolution for customers who have complaints
- Using good judgment and initiative, developing resolutions to complaints by telephone
- Following correct escalation procedures to Line Management and/or Customer Relations
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Direct requests and unresolved issues to the designated resource
- Record details of inquiries, comments and complaints and actions taken
- Communicate and co-ordinate with internal departments and outside resources if needed.
Customer Support Executive
Teleperformance
11.2017 - 12.2018
- Started my career as CSE and resigned with the position of Senior Customer Service Executive
- Responsibilities and Day to Day activities: Planning and selling transportation, accommodation and other transport services
- Answer and direct 20 to 25 calls daily, with goals including to selling plan or upsell, managing customer accounts, responding to service queries
- Connect with vendors also for package designing and needed changes if any required by customers
- First call resolutions for customer satisfaction.
Education
10 -
Percentage: 80
12th - undefined
Percentage: 80
ICWA - undefined
Percentage: 198
B Com Pass - undefined
Percentage: 60
Skills
Customer service skills
Ability to sell products and services
Escalations call handing Active listening
Desire to help people
To be able to carry out basic tasks on computer and hand held devices
Knowledge of all domestic destinations
Team work and decision making
Team Supervision
Work Planning
Teamwork and Collaboration
Documentation And Reporting
Problem-Solving
People Management
Client Service
Accomplishments
- Awarded twice for 100 achievement of dashboard and best quality calls in Bluecircle Adventures
- Awarded as best quality calls with 0 escalations in Teleperfomance
- Awarded as a best seller 2 times in Teleperfomance
- Awarded as a best quality in policy bazaar
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Team Leader - Teleperformance Global Services Pvt Ltd
07.2023 - 03.2024
Sales Representatives Team Leader - Universal Adviser Migration Services
03.2022 - 04.2023
Relationship Manager - Policy Bazaar
09.2021 - 02.2022
SUBJECT MATTER EXPERT - Bluecircle Adventures
12.2018 - 07.2021
Customer Support Executive - Teleperformance
11.2017 - 12.2018
Kendriya Vidhayala INA COLONY - 10,
Kendriya Vidhayala RK puram - 12th,
Inter group 1 - ICWA,
School of Open Learning Delhi University - B Com Pass,