PRIYANKA DAS

To achieve the best in my career and work with a team of committed and dedicated people which will help me to explore myself fully and realize my potential and also to acquire the knowledge and meet the requirements of the organization.

• Top Gun Award – Topper in calls for the month of December 2017
• Busy Bee Award – Recognized for diligence and hard work for the month of February 2018
• Star Performer Award – Awarded for exceptional performance in August and September 2019
• Rock Star Award – Awarded for outstanding performance in October 2022, March 2023, and September 202

• Process Improvement: Ensure continuous process improvements and target achievement while adhering to quality standards.
• Staffing & Productivity Monitoring: Monitor staffing, productivity, and quality across all processes and track turnaround times.
• Training & Development: Lead training and performance coaching for agents and executives to ensure compliance and accurate call handling.
• Quality Analysis: Identify gaps in quality and provide recommendations to enhance customer experience and processes.
• Training Needs Assessment: Assess and coordinate training opportunities for both new hires and existing staff.
• Team Communication: Conduct regular meetings to share information and ensure team alignment with goals.
• Employee Motivation: Use reward and recognition to motivate and energize the team.
• Resource Management: Manage roster planning, manpower allocation, and resolve logistics-related issues.
• Attrition & Retention: Manage and reduce attrition while improving employee retention.
• Customer Contact Process Management: Ensure customer contact processes meet quality and C-SAT metrics.
• Process Transition & Productivity: Oversee smooth process transitions and monitor productivity improvements.
• Performance Improvement: Identify opportunities for business improvements and guide the team to achieve better results.
• Workforce Planning: Manage seasonal recruitment and staff positions according to forecasted needs.
• Collaboration with Training & Quality: Work with Training and Quality teams to address agent training needs and close performance gaps.
• Goal Communication: Communicate team goals and provide support to meet targets.
• Assignment Monitoring: Clearly communicate assignments and monitor team performance regularly.

• Onboarding & Training: Ensure new employees are trained on all quality tools, procedures, and company standards.
• Performance Monitoring: Track and monitor team performance by reviewing reports and KPIs.
• Feedback & Coaching: Provide feedback and coaching on process updates to improve team performance.
• Developing Top Performers: Train and develop top performers for more complex and leadership roles.
• Leading in Collections: Lead the team in a challenging Collections environment to exceed targets.

Travelling

Dancing