Priyanka Jaswal
Una
Summary
Versatile team leader at AVASO Tech. Pvt. Ltd. with a proven track record in coaching and effective workflow management. Spearheaded cross-functional initiatives, enhancing project delivery and achieving KPIs. Expert in documentation and reporting, fostering interdepartmental cooperation while elevating team performance through personalized feedback and training.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Leader
AVASO Tech. Pvt. Ltd.
Mohali
07.2023 - Current
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Established clear team goals (KRAs) aligned with company objectives, tracking progress regularly against the KPIs.
- Providing the project health status on a daily cadence to the Service Delivery team.
- Presenting the project's weekly review to senior leadership, which includes team structure, head count, attrition, ticket analysis, quality audit reports, challenges, and new initiatives.
- Created training materials and conducted group trainings on new processes or procedures.
- Completed daily quality assurance duties to provide feedback for improvements.
- Daily reviewing cases to check SLA status, and preparing RCAs for SLA breaches.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
Service Specialist
AVASO Tech. Pvt. Ltd.
Mohali
01.2023 - 07.2023
- Responded promptly to internal stakeholders and customers' concerns, and coordinated swift resolutions to handle service issues.
- Delivered clear and concise training sessions to ensure understanding among new hires.
- Provided guidance and support to junior staff members when needed.
- Conducting dip checks among the juniors and preparing training materials presentations, SOP, KB articles
Analyst
eClerx
Chandigarh
10.2018 - 12.2020
- Successfully guided customers through troubleshooting steps to resolve technical issues efficiently and effectively.
- Diagnosed issues and delivered tailored solutions while maintaining high levels of customer satisfaction.
- Provided clear and concise instructions, ensuring customers understood and implemented solutions to their satisfaction.
- Accurately recorded troubleshooting steps and outcomes to enhance future support processes.
Education
Master of Computer Applications With 90.91% -
Govt. P.G. College
Una,(H.P.)03-2018
Bachelor of Computer Applications With 85.89% -
Govt. College
Daulatpur Chowk, Una (H.P.)03-2016
10+2 (Non Medical) With 85.20% -
St. D.R. Public Sen. Sec. School
Gagret (H.P.)03-2011
Skills
- Coaching
- Documentation and reporting
- Team assessment
- Client communication
- Leadership
- SOP adherence
- Overseeing daily activities
- Deadline management
- People management
- Effective workflow management
Certification
- Lean Six Sigma Green and Yellow Belt certified
- Dell Client Foundation 2023
- Hook Security Training certificates (Social engineering, Phishing, Vishing, Physical security)
Accomplishments
- By showcasing outstanding performance, I got promoted from Service Specialist to Team Leader within six month.
- Won the SPOT Award in Customer Experience Champs at eClerx Services Ltd
- Won the Rookie Award for continuous improvement in performance at eClerx Services Ltd
- I bagged a certificate of merit for having excellent academic records in my MCA and BCA programs
- I bagged second rank in the district in the Holy Faith Talent Search Examination.
Timeline
Team Leader
AVASO Tech. Pvt. Ltd.
07.2023 - Current
Service Specialist
AVASO Tech. Pvt. Ltd.
01.2023 - 07.2023
Analyst
eClerx
10.2018 - 12.2020
Master of Computer Applications With 90.91% -
Govt. P.G. College
Bachelor of Computer Applications With 85.89% -
Govt. College
10+2 (Non Medical) With 85.20% -
St. D.R. Public Sen. Sec. School
Similar Profiles
BG RajlaxmiBG Rajlaxmi
Project Specialist at Avaso Technology PVT LTDProject Specialist at Avaso Technology PVT LTD
BG RajlaxmiBG Rajlaxmi
Project Specialist at Avaso Technology PVT LTDProject Specialist at Avaso Technology PVT LTD
AKHIL SREEKUMARAKHIL SREEKUMAR
Global Supply Chain Management- Deputy Manager at Avaso Technology SolutionsGlobal Supply Chain Management- Deputy Manager at Avaso Technology Solutions