Priyanka Das
Bengaluru
Summary
Dynamic and accomplished Team Leader with over 1.5
years of demonstrated experience in driving results. Adapt readily to unforeseen work challenges and industry conditions. Proven track record of proactively leading teams and critically analyzing situations to achieve success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader
Concentrix
06.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Devised and implemented efficient work schedules, optimising productivity.
Subject Matter Expert
Concentrix
09.2020 - 05.2023
- Groomed new hires and provided assistance real time on customer call handling experience with great expertise and proficiency on Client products and process knowledge.
- Communicate with advisors about appropriate options for resolution by helping them identify the root cause of the issue of customer's account or products.
- Experience in coaching individuals via observation, call monitoring and task demonstration.
- Create and execute coaching plans to develop advisor skills to improve their performance to meet the target and deliver high levels of contact resolution and customer satisfaction.
Technical Support Executive
Concentrix
03.2018 - 08.2020
- Company Overview: Avalon process
- Provided superior customer service for iOS and MacOS operating system and all Apple products via phone and consistently exceeded expectations for first call resolution and CSAT surveys
- Partnered with internal departments to diligently research, troubleshoot and resolve customer issues in a timely manner
- Documented all technical inquiries, developed and reviewed content for knowledge base
- Regular follow up with customers with recommendations, updates and action plans.
- Provided floor support to all team members whenever requested.
Education
B.Com (Honours) - Accounts
Jamshedpur Women's College
Jamshedpur, India04-2016
Higher Secondary - ISC Board
Sacred Heart Convent School
Jamshedpur, India01.2013
Secondary - ICSE Board
Sacred Heart Convent School
Jamshedpur, India01.2011
Skills
- Effective communication and coaching
- Dealing with employees concerns
- Holding meetings
- Interviewing applicants
- Facilitating training sessions
- Problem solving and technical expertise
- Active listening
- Assessing employees performance
Accomplishments
- Awarded as the 'Star of the Month' twice for delivering outstanding technical support and customer service.
- Awarded as the 'Client Champion' five times and 'Client Rockstar' once for exceling at service as affirmed by the client.
- Awarded as 'Extra miler' for offering assistance and advice to the customers, and consistently and creatively looking for improvements and solutions.
- Awarded as the 'Ops Rising Star', 'Ops Rockstar', 'Ops Eminence Award', 'Spot Award' twice and 'Rookie Award' after being promoted as Subject Matter Expert.
- Awarded as 'Difference Maker' in Operations for getting my team in Top 3 of Network ranking including two other sites.
- Awarded as the 'Best Team Leader' for meeting the STP targets with the new team.
- Awarded as the 'Client Gladiator' for doing an excellent job in Ops Goverance actions.
Interests and Hobbies
- Travel
- Photography
- Photo and Video Editing
- Painting
- Cycling
- Dancing
Languages
English
Hindi
Disclaimer
I certify that the information provided in this resume is true and accurate to the best of my knowledge.
Certification
- Communicating as a Leader, 2024
- SPOT - Training for People Managers, 2023
- Situational Leadership Style : What's your Leadership Style - 2023
- Coaching Skills - ILT, 2021
Timeline
Team Leader
Concentrix
06.2023 - Current
Subject Matter Expert
Concentrix
09.2020 - 05.2023
Technical Support Executive
Concentrix
03.2018 - 08.2020
B.Com (Honours) - Accounts
Jamshedpur Women's College
Higher Secondary - ISC Board
Sacred Heart Convent School
Secondary - ICSE Board
Sacred Heart Convent School
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