Priyam Halder

Profile Summary:
Experienced Team Leader and Customer Service Manager with a proven track record of achieving KPI objectives and enhancing team performance. Skilled in mentoring team members, improving chat quality, and addressing knowledge gaps.

Team Leadership and Soft Skills Development:
Directed a team of experts, ensuring alignment with KPI objectives.
Mentored team members in soft skills to enhance customer engagement.

Chat Quality Enhancement:
Oversaw and improved chat quality, adhering to the established Customer Experience Framework.

Knowledge Gap Assessments and Updates:
Collaborated with the CX team to execute knowledge gap assessments.
Updated current knowledge bases to ensure accurate and up-to-date information.

Talent Acquisition and Retention:
Successfully addressed team attrition by recruiting new members across various sectors.

Effective Communication and Performance Evaluation:
Conducted weekly one-on-one meetings with team members.
Provided timely feedback and arranged team gatherings for team building.

Data-Driven Insights:
Developed dashboards within Looker to monitor and evaluate team performance against KPIs.

Professional Summary:
Experienced IT Escalation Manager with a track record of effectively managing escalation processes and ensuring transactional quality control. Adept at stakeholder management, quality improvement initiatives, and root cause analysis (RCA). Skilled in streamlining escalation matrices, knowledge management, and implementing advanced escalation management systems.

Stakeholder Management and Quality Improvement:
Led stakeholder management efforts, fostering positive relationships with key stakeholders.
Drove quality improvement initiatives to enhance service delivery and customer satisfaction.

Root Cause Analysis and Preventive Actions:
Conducted thorough root cause analyses (RCAs) to identify underlying issues.
Implemented corrective and preventive actions (CAPA) to prevent recurrence.

Streamlined Escalation Processes:
Optimized escalation matrix and knowledge management processes for efficient issue resolution.

Continuous Improvement Projects:
Spearheaded projects aimed at enhancing the overall customer/client experience.
Successfully reduced resolution times and improved customer satisfaction ratings.

Proactive Incident Prevention:
Analyzed escalated incidents to identify recurring patterns.
Implemented proactive measures to prevent future escalations.

Comprehensive Escalation Protocols and Training:
Developed comprehensive escalation protocols.
Created training programs to equip team members with the necessary skills to handle complex issues effectively.

Professional Summary:
Experienced Assistant Team Manager with a track record of successfully leading and mentoring a team of 14+ associates.
Proficient in standardizing induction processes and ensuring adherence to schedules.
Skilled in handling client and customer escalations and implementing solutions for first-call resolution (FCR).

Team Leadership and Standardization:
Managed a team of 14+ associates, ensuring efficient operations.
Assisted in standardizing induction methodologies for new team members.

Escalation Management and Schedule Adherence:
Effectively handled escalations from clients and customers.
Managed team rosters and ensured schedule adherence.

Training Gap Analysis and Skill Development:
Conducted training gap analyses to identify skill set gaps.
Arranged targeted training sessions to address these gaps.

First-Call Resolution (FCR) Solutions:
Implemented strategies for achieving FCR over both voice and non-voice channels.

Audits and Onboarding Support:
Conducted audits to maintain quality standards.
Assisted with onboarding new team members.

Professional Summary:
Service Desk Analyst with expertise in team supervision, incident resolution, and knowledge management.
Skilled in handling escalations, collaborating with cross-functional teams, and providing technical training.

Team Management and Incident Resolution:
Managed and supervised the Service Desk Team, ensuring adherence to SLAs.
Led escalations and high-severity incident management, minimizing service delays.

Liaison and Compliance:
Acted as the primary liaison with the Line of Business (LOB).
Collaborated with Compliance & Audit Teams to prepare audit reports and define remediation recommendations.

Skill Development and Knowledge Management:
Conducted technical training sessions for the team on support tools and emerging technologies.
Implemented effective knowledge management processes, including SOP creation and knowledge base maintenance.

Schedule Adherence and Floor Support:
Coordinated team activities during unmanned shifts.
Provided floor support and ensured schedule adherence to meet service level agreements.

Project Highlights:

Mentor-Mentee Program Enhancement (2014-2016):
Led the Mentor-Mentee program, fostering knowledge sharing and professional development within the team.
Resulted in improved collaboration and skill development.

Access Management Queue Pilot (2017-2018):
Spearheaded the pilot of the Access Management Queue in the 4-Queue model.
Cross-skilled the team for Collaboration and VPN support, enhancing versatility and support coverage.

Knowledge Base Optimization (2009-2010, 2017-2018):
Streamlined the Knowledge Base to improve accessibility and relevance of information.
Resulted in faster issue resolution and improved customer satisfaction.

Incident Lifecycle Management Improvement (2010-2022):
Ensured smooth management of the entire Incident lifecycle.
Provided non-voice support via SSP or emails, enhancing efficiency and customer satisfaction.

Professional Summary:
Technical Support Specialist with expertise in first-line troubleshooting for laptop-related issues.
Proficient in facilitating up-selling support and implementing revenue-generating processes.

First-Line Troubleshooting:
Provided efficient support for laptop-related issues.
Ensured timely resolution and customer satisfaction.

Revenue Generation Strategies:
Implemented processes to boost long-term business success.
Leveraged up-selling opportunities to drive revenue growth.