Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Priyanka Das

Summary

Results-oriented professional with over 10 years of experience in technical support operations and process excellence. Demonstrated expertise in people management, with 3 years leading teams in customer support via chat and web channels. Proven ability to execute operational processes that exceed organizational goals while maintaining program KPIs and delivering exceptional customer service. Skilled in decision-making, data analysis, and establishing frameworks for continuous improvement.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Manager

Wipro
08.2022 - Current
  • Managing a team of 30-35 Enterprise Back Up and Storage Admins and using Web & Chat channel for support of our customers.
  • Conduct Training for new agents on the process and also get process documents updated on a weekly basis with the latest updates to reduce escalations.
  • Monitors the team mailbox and takes ownership of any escalated issues.
  • Conduct Root Cause Analysis (RCA) and co-ordinate with other team Managers/ application teams on resolving re-occurring incidents / requests.
  • Keep the customers informed about the progress and unplanned outages.
  • Be an escalation point and provide co-ordination and support for the business during high severity incidents.
  • Contribute to Service Level reporting to Sr. Management.
  • Lead team planning, decision making and service improvement activities.
  • Develop and implement ticket handling and escalation policies and procedures.
  • Leading, mentoring and monitoring the performance of Tech Support associates and Subject Matter Expert to ensure efficiency in process operations and meeting of individual and group targets.
  • Responsible for preparing Monthly & weekly Business Reviews for Performance management and sharing the same on conferences with Clients.
  • Performance Management by evaluating the Root cause analysis and construct triages to improve the process and run outlier management.

Quality Assurance Specialist

Bytedance Ltd.
11.2019 - 07.2022
  • Company Overview: Vigo/TikTok App
  • Maintain the In-house App Content Quality Target.
  • Doing RCA including error categorization.
  • Performing the role of acting Team lead for Vendor BPO site.
  • Engage in the improvement and operation strategies of Content Management System.
  • Responsible for the overall progress of the content operation.
  • Managing Quality for Minor Safety, Adult Nudity & Sexual Activity, Illegal & Authenticity, Hateful Behavior, Violent Extremism, Illegal Activities & Regulated Good, Suicide, Self-Harm & Dangerous Acts and Harassment & Bullying (Videos, Images, Hashtags, Keywords & Account Termination).
  • Working as a part of a Team responsible for PAN India Quality (In-house + Vendors).
  • Attending Calibration with team QAs, Vendors and Policy Specialist & Content teams.
  • Structuring of Dashboards & Maintenance for Process/Team/Individual Performance and historical Data which helps to understand the content & safety trends.
  • Task Allocation within the Team.
  • Taking care for the weekly Report for Bangladesh, Nepal, Sri Lanka & India.
  • Dashboard Structuring & Maintenance for Process Quality.
  • Maintain Team/Individual Performance & historical Data which helps to understand the trends.
  • Providing insights to the Marketing team on which content is trending on the platform.
  • Follow up closely with BPO progress and proactively detect potential risks, prepare and complete action plans, to ensure and maintain moderation quality.
  • Vigo/TikTok App

Senior Analyst

Accenture Ltd.
04.2018 - 10.2019
  • Company Overview: Social media Support
  • Provided end-to-end resolution and technical triage for social media support issues, ensuring adherence to SLA and content integrity standards.
  • Served as on-floor POC for real-time query handling, issue escalation, and post-resolution feedback.
  • Owned daily audit call management and case scrubbing; maintained high quality benchmarks with minimal compliance deviation.
  • Delivered client escalation management and root cause analysis for process bottlenecks and negative experience reports.
  • Published and reviewed daily/weekly performance reports with senior leadership to support operational decisions and quality targets.
  • Social media Support

Senior Consultant

Sutherland Global services Ltd
10.2015 - 02.2018
  • Company Overview: Dell Technical Support
  • Provided Tier 1/2 support for Dell laptops/desktops; managed diagnostics, escalation, and resolution for hardware/software issues.
  • Owned shrinkage, team adherence, and floor coordination metrics to enhance delivery effectiveness.
  • Handled escalations directly from clients with a 90%+ resolution success rate.
  • Participated in compliance audits and ensured documentation was aligned with Dell’s global support policies.
  • Recognized for reducing repeat cases and increasing CSAT through clear issue handling workflows.
  • Dell Technical Support

Media Associate

Prime Focus Technologies Ltd
01.2015 - 08.2015
  • Tracked national and regional channel content, met all productivity KPIs.
  • Supported strategic reporting for STAR, Colors, Zee with content metadata accuracy.

Education

Masters - Computer Application

Dibrugarh University
Assam
07-2015

Bachelors - Computer Application

Dibrugarh University
Assam
07-2012

Skills

  • Team management
  • Root cause analysis
  • Process improvement
  • Technical support
  • Customer support
  • Escalation management
  • Performance management
  • Service level reporting

Websites

Certification

  • ITIL Overview, Completed
  • Six Sigma Green Belt, Certified

Timeline

Team Manager

Wipro
08.2022 - Current

Quality Assurance Specialist

Bytedance Ltd.
11.2019 - 07.2022

Senior Analyst

Accenture Ltd.
04.2018 - 10.2019

Senior Consultant

Sutherland Global services Ltd
10.2015 - 02.2018

Media Associate

Prime Focus Technologies Ltd
01.2015 - 08.2015

Masters - Computer Application

Dibrugarh University

Bachelors - Computer Application

Dibrugarh University

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Priyanka Das