Salesforce
Priya Khan
Team lead
Bengaluru
Summary
Dynamic and results-oriented Customer Service Team Lead with over 12 years of experience in leading teams, enhancing customer satisfaction, and optimizing service delivery. Proven ability to develop, motivate, and guide high-performing teams while maintaining a positive and productive work environment. Skilled in resolving complex customer issues, implementing efficient workflows, and driving continuous improvements in customer service operations.
Overview
13
13
years of professional experience
Work History
Team Lead
Infosys BPM
Bengaluru
04.2017 - Current
- Managing order-related inquiries and resolving issues promptly.
- Coordinating with sales and logistics teams to ensure smooth order fulfillment.
- Monitoring and tracking order status to ensure timely delivery.
- Preparing and presenting reports on order management activities.
- Addressing and resolving customer complaints related to orders.
- Implementing process improvements to enhance order management efficiency.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Improved customer satisfaction scores by 15% through strategic intervention and team training.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Business Process Associate
Honeywell Technology Solutions
07.2014 - 11.2016
- Handling order management requirements.
- Booking orders and generating reports in SAP.
- Generating reports and invoices from SAP.
- Reduced turnaround times for critical business processes by streamlining workflows and eliminating redundancies where possible.
- Optimized resource allocation, resulting in reduced costs and increased efficiency across the organization.
- Performed data entry operations to update database with customer responses.
- Developed and implemented a robust quality control system to minimize errors and maintain consistent standards of excellence across all business processes.
Senior Process Executive
Infosys BPM
02.2012 - 05.2014
- Booking orders in Oracle tool after validation.
- Meeting customer requirements with quality and efficiency.
- Expediting customer requests with the manufacturing team.
- Changing/cancelling booked products as required.
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
Education
Bachelor of Business Administration -
JSS College For Women
Mysore, India 04.2001 -
Diploma - Advance Diploma in Human Resource Management
JSS College For Women
Mysore 04.2001 -
Skills
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Quality control
Performance improvement
Customer focus
Attention to detail
Complaint resolution
Invoice verification
Accomplishments
- Team Extra Miler award to improve CIP performance in 2013.
- Team excellence award from General Manager, Honeywell International, Inc for the quarter 2014 and 2015
- Bronze award for Exhibiting "Go Beyond" in Aero Order cancellation and re-scheduling deployment project in the year 2015
- Cisco Excellence Award for managing Ingram Micro customer in 2022
- Team Extra Miler Award for managing & reducing cancellation backlog through re-allocation process in 2016
Software
Microsoft 365
SAP
SQL
Oracle ERP
Timeline
Team Lead
Infosys BPM
04.2017 - Current
Senior Business Process Associate
Honeywell Technology Solutions
07.2014 - 11.2016
Senior Process Executive
Infosys BPM
02.2012 - 05.2014
Bachelor of Business Administration -
JSS College For Women
04.2001 -
Diploma - Advance Diploma in Human Resource Management
JSS College For Women
04.2001 -
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