Priyanka Mohan

Accounts/ Teams Worked With:

• Lionsgate, Netflix, Sony, Walt Disney, Fox Searchlight, Paramount– Studio Production Teams
• AMC Theaters Circuit, Regal Theaters Circuit & Independent/Solo Theaters– Client/ Account Holders
• UPS & FedEx– Delivery Partners
• DCDC Live– Internal Satellite Support Team

Roles & Responsibilities:

• Worked alongside a team of technical support specialists to provide timely and effective troubleshooting and resolution of complex issues for clients/ studios.
• Collaborated with cross-functional teams to identify and address clients queries.
• Consistently maintained a high level of customer satisfaction by providing timely, accurate, and empathetic technical assistance.
• Enhanced customer satisfaction by efficiently resolving complex technical issues and providing guidance on product usage.
• Served as a mentor to new hires within the department, sharing expertise and best practices while helping them acclimate to their roles quickly and effectively.
• Contributed to the development of internal knowledge base articles for common customer queries and troubleshooting tips.
• Managed a high volume of incoming calls, maintaining exceptional levels of customer satisfaction.
• Assisted customers with technical issues, providing step-by-step guidance on problem resolution.
• Ensured timely escalations when needed by closely monitoring case progressions

Projects Worked On:

• RANE (Phase 2)
• AVIT (SF Curriculum)
• CUB (CITI UNION BANK – In Process
• Virginia Tech Proposal

Roles & Responsibilities:

• Streamlined the hiring process by implementing efficient applicant tracking systems and recruitment strategies.
• Worked closely with HR teams to ensure seamless onboarding processes for new hires, setting them up for success from day one.
• Contributed to the company''s employer branding efforts by promoting a positive work culture through recruitment materials and social media channels.
• Provided constructive feedback to unselected applicants, fostering positive experiences even in rejection situations.
• Developed strong relationships with external partners such as staffing agencies, colleges, and professional associations to increase candidate reach.
• Conducted comprehensive interviews to assess candidate skills, qualifications, and cultural fit within the organization.
• Implemented diversity-focused strategies during the hiring process to foster an inclusive work environment that valued varied perspectives.
• Utilized social media platforms as a tool for promoting job openings, expanding company visibility among potential candidates.
• Enhanced candidate experience by maintaining clear communication throughout the recruitment process.
• Managed a diverse pool of applicants, ensuring fair consideration and equal opportunity for all candidates.
• Maintained accurate records of all recruitment activities in compliance with federal regulations and company policies

• Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
• Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.
• Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
• Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
• Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
• Increased brand awareness by developing and implementing targeted social media campaigns.
• Created compelling video content for Instagram Stories and IGTV that showcased product features or highlighted company culture initiatives.
• Increased customer engagement through social media.
• Generated leads through effective paid advertising campaigns on Facebook, Instagram, and Twitter.
• Tracked competitor activities to identify opportunities for growth within the market space and mitigate potential threats.
• Implemented and maintained editorial calendar for clients' social media channels, which helped clients reach KPIs.
• Monitored user-generated content and encouraged high-quality submissions through contests or promotional incentives, garnering increased audience engagement.
• Enhanced customer engagement with the creation of relevant and shareable content across various platforms.
• Grew social following by researching trends, identifying influencers, and engaging with potential partners for promotional activities.

• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Computerized office activities, maintained customer communications, and tracked records through delivery.
• Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
• Collected, validated, and distributed information to employees.
• Entered and maintained departmental records in company database.
• Maintained personnel records and updated internal databases to support document management.
• Completed forms and reports to facilitate admission, transfer or discharge.

• Trained and mentored 30 new personnel hired to fulfill various roles
• Delivered high-quality training sessions, leading to increased productivity among team members.
• Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
• Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
• Collaborated with cross-functional teams for seamless integration of new processes and systems.
• Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.
• Developed comprehensive training materials, resulting in improved overall performance among trainees.
• Evaluated the effectiveness of various training methods, making data-driven decisions to improve program delivery moving forward.
• Reduced employee turnover by providing consistent support and coaching to new hires during their onboarding process.

• Streamlined support processes for increased efficiency and reduced response times.
• Analyzed customer feedback to identify areas for improvement.
• Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
• Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
• Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
• Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
• Mentored junior team members, helping them develop essential customer service skills and advance their careers.
• Implemented a new ticketing system, resulting in better tracking of customer issues and faster resolutions.
• Improved customer satisfaction by consistently providing timely and accurate support to clients.
• Developed strong relationships with key customers, leading to improved retention rates and loyalty.
• Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
• Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
• Completed bi-weekly payroll for 20 employees