Priyanka Naik

• Led and supervised a team of 20+ Content Moderators for for end-to-end trust and safety operations in META project.

• Owned SLA performance across quality, productivity, TAT, and AHT service standards.
Set strong controls for Meta policy compliance, customer-facing accuracy, and client expectations.

• Owned team performance management through structured reviews, coaching, and mentoring routines.

• Steered shrinkage, absenteeism, and unplanned leave planning with WFM capacity alignment.

• Controlled attrition and improved retention through employee engagement, recognition programs, grievance handling and career development initiatives. Managing end-to-end team handling including rostering, shift planning, workload allocation and daily workflow management.
• Owned complete SLA management for quality, productivity, TAT and AHT, ensuring consistent achievement of performance, quality and service metrics.
• Ensured strict adherence to Meta policies, compliance guidelines and client standards to maintain high accuracy and customer satisfaction.
• Managed team performance and operational delivery through daily huddles, performance reviews, one-on-one coaching, mentoring and constructive feedback.
• Identified and mitigated operational and performance risks through root cause analysis, reducing escalations and ensuring service continuity.
• Conducted quality audits and calibration sessions, providing coaching to improve productivity and quality outputs.
• Analyzed operational data to identify trends and recommended business improvements to drive efficiency and quality enhancement.
• Collaborated with cross-functional and global stakeholders including Quality, Training, Policy and WFM teams to drive problem-solving and process improvement initiatives.
• Assisted management in decision-making, people management and execution of departmental and special initiatives, demonstrating strong organizational and time-management capabilities.
• Achieved improved operational efficiency and customer satisfaction through special process excellence projects.

• Drive store sales, achieve monthly/annual revenue targets, and improve conversion rates.
• Implement sales strategies aligned with Hidesign brand positioning in premium leather retail.
• Lead, train, and motivate store sales teams to deliver superior customer experience.
• Monitor individual KPIs, provide regular feedback, and conduct performance reviews.
• Deliver exceptional customer service and resolve customer concerns professionally.
• Act as a brand ambassador, ensuring premium service aligned with Hidesign's luxury image.
• Ensure smooth day-to-day store operations, including opening/closing, cash handling, and SOP compliance.
• Manage stock levels, replenishment, transfers, and prevention of pilferage or shrinkage.
• Prepare daily/weekly/monthly sales reports and analyses trends for improvement.
• Maintain high standards of visual merchandising as per brand guidelines.