Priya T M
Bangalore
Summary
Versatile manager with extensive experience coordinating diverse teams and leading complex projects to success. Proven expertise in strategic planning, operational improvements, and fostering collaborative, high-performance environments. Skilled in driving efficiency, productivity, and quality through innovative solutions and process enhancements, delivering measurable organizational improvements.
Overview
6
6
years of professional experience
Work History
Team Manager
Xhipment
Bangalore
07.2024 - Current
- Designed and conducted a comprehensive onboarding program and orientation sessions to ensure new hires were equipped for success.
- Planned and delivered targeted training sessions, including Process Knowledge Trainings (PKTs) and refresher sessions, to improve employee skills and keep the team updated.
- Launched and managed a Learning Management System (LMS) to streamline training and knowledge sharing.
- Conducted root cause analysis (RCA), updated SOPs, and implemented process improvements to drive operational efficiency.
- Performed deep-dives into customer dissatisfaction (DSAT) data and implemented actionable solutions for improved customer satisfaction.
- Spearheaded a closed-loop system to assign, track, and resolve customer-impacting issues effectively.
- Managed multi-channel customer support operations across Email, Phone, and WhatsApp, maintaining high service standards.
- Gained expertise in supply chain technology products to support the Customer Service team in delivering efficient query resolution.
- Established a content repository to ensure customer responses reflected the latest product and operational updates.
- Developed and implemented team-building strategies to enhance collaboration, cohesion, and team performance.
- Recruited and onboarded qualified candidates through strategic job postings, interviews, and referrals; evaluated applications and extended employment offers.
- Analyzed business performance data to identify strengths, address weaknesses, and optimize team and operational performance.
- Conducted customer surveys and market research analysis to inform product development and customer service initiatives.
- Collaborated with product and analytics teams to set up dashboards and metrics for tracking and enhancing customer experience.
Team manager
Dunzo digital private limited
Bangalore
08.2018 - Current
- Experienced team manager with a proven track record of successfully leading diverse teams in Payment Operations, B2B Merchant Support, and Post Order Support, delivering operational excellence, process improvements, and exceptional customer satisfaction.
- Developed, documented, and implemented comprehensive standard operating procedures (SOPs) to optimize customer interactions and elevate overall experience.
- Collaborated closely with both technical and business stakeholders to define and align strategies for process improvement initiatives.
- Proactively identified areas for improvement by analyzing Net Promoter Score (NPS) scores and Voice of Customer (VOC) data collected from diverse channels, including emails, chat, and social media.
- Spearheaded the establishment of team goals in alignment with company objectives, ensuring a clear focus on key performance indicators (KPIs) including Average Handle Time (AHT), First-Time Resolution (FTR), Wait time, Customer Satisfaction (CSAT), and Resolution time.
- Orchestrated customer flows within chatbot interfaces, strategically crafting interactions to ensure optimal experiences for consumers.
- Effectively led and supervised projects focused on using advanced automation solutions to decrease customer requests (CRs), leading to improved operational efficiency.
- Skilled at planning and managing workforce to enhance operations and achieve organizational objectives.
- Performed regular monthly and quarterly performance assessments with team members, offering feedback and guidance for career advancement.
- Acknowledged and celebrated individual and team achievements, utilized employee input to achieve outcomes, and raised the organization's benchmarks for improvement.
Subject matter expert
Dunzo digital private limited
- Assisted agents in resolving daily customer concerns and complex issues
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Trained, coached and mentored consultants to increase team productivity.
Operation Executive
Dunzo digital private limited
- Accountable for the resolution of all customer issues and effective handling of customer problems
- Provided service support for pre-and post-order customers
- Established strong relationships with customers and resolved queries through calls within the agreed timeframe
- Maintained high-performance metrics such as quality, productivity, first contact resolution, and attendance.
Education
Hospitality, Travel & CustomerService - Diploma in Hospitality, Travel & CustomerService
Frankfinn Institute of Air
Bengaluru, KAB.Sc - Nursing
Zulekha nursing college Mangalore
IndiaSkills
- Workforce planning
- Team management
- Project Management
- Stakeholder management
- Cross-functional team collaboration
- Proficiency in the Microsoft Office Suite (Excel, PowerPoint, etc)
- Basic Data Visualization Tools (Tableau, Power BI)
- Workflow and task management tools (eg, Trello, Asana)
Languages
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
Telugu
Advanced (C1)
C1
Malayalam
Advanced (C1)
C1
Timeline
Team Manager
Xhipment
07.2024 - Current
Team manager
Dunzo digital private limited
08.2018 - Current
Subject matter expert
Dunzo digital private limited
Operation Executive
Dunzo digital private limited
Hospitality, Travel & CustomerService - Diploma in Hospitality, Travel & CustomerService
Frankfinn Institute of Air
B.Sc - Nursing
Zulekha nursing college Mangalore
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