PRIYANKA PAIT
Kolkata
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
MANAGER - OPERATIONS/PROJECT
Dell Technologies
03.2021 - Current
- Client Relations: Escalation handling, business reviews.
- Customer Support: Effective communication, timely resolutions.
- Team Leadership: Management of L1s, L2s, and Leads; SOP maintenance.
- Performance Metrics: Stakeholder reporting, service quality improvement.
- Auditing: Internal quality checks, case hygiene focus.
- Process Improvement: Lean project execution, backlog reduction.
- Workforce Planning: Monthly headcount forecasting.
- Revenue Generation: Achievement of financial targets.
- Escalation Management: Root cause analysis, corrective action plans.
- Recruitment: Interviewing and team assessments.
- Collaboration: Direct engagement with users for support.
- Technical Proficiency: Excel, Word, PowerPoint for reporting.
- Six Sigma: Process optimization and efficiency improvement.
GROUP LEADER
AT&T
08.2019 - 02.2021
- Escalation handling, business reviews
- Effective communication, timely resolutions
- Management of L1s, L2s, and Leads; SOP maintenance
- Stakeholder reporting, service quality improvement
- Internal quality checks, case hygiene focus
- Lean project execution, backlog reduction
- Monthly headcount forecasting
- Achievement of financial targets
- Root cause analysis, corrective action plans
- Interviewing and team assessments
- Direct engagement with users for support
- Technical Proficiency: Excel, Word, PowerPoint for reporting
- Six Sigma: Process optimization and efficiency improvement.
TEAM LEADER
Shell
05.2018 - 07.2019
- Maximized performance by mentoring a team of 20 associates
- Prepared attendance and absenteeism reports
- Created rosters for the SHELL DOP team
- Addressed queries and mentored team members on performance and compliance
- Interacted with clients to understand and meet requirements
- Developed strategies for team adherence to regulations and goals
- Identified opportunities and provided skills training to the team
- Conducted meetings to share best practices and expectations
- Managed career development for individual contributors.
SUBJECT MATTER EXPERT
Shell
11.2017 - 04.2018
- Acted as Team Lead for 5 months for Shell DO&P
- Coordinated with management and took on additional responsibilities
- Prepared attendance and absenteeism reports
- Created rosters for the SHELL DOP team
- Developed action plans based on feedback from Shell WT management
- Created process related documents for effective knowledge transfer.
LEVEL 1 ANALYST
Shell
05.2016 - 10.2017
- Handled incoming calls regarding technical issues (telephone, broadband router, TV)
- Resolved queries using available resources
- Identified and escalated priority issues
- Documented call notes and updates in CRM
- Incorporated feedback from L1 supervisor and QA to improve performance.
ASSOCIATE
Talk Talk
05.2015 - 04.2016
- Provided technical support for ~1,600 applications (MFG, GCC, TLS)
- Hands-on experience with ServiceNow and incident management
- Managed P1 issues within SLA
- Supported UK, US, and APAC customers via calls, chats, and emails
- Guided customers on application installation
- Provided on-call support during weekends
- Received multiple customer and client appreciations.
Education
POST GRADUATION IN CLINICAL PSYCHOLOGY -
IGNOU
Kolkata2019
BACHELORS IN PSYCHOLOGY -
Calcutta University
Kolkata2013
HIGHER SECONDARY -
WBCHSE
Kolkata2010
Secondary/Madhyamik -
WBSE
Kolkata2008
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Customer Relationship Management (CRM)
- Performance Management
Certification
- Six Sigma Green Belt Trained (Working on a Six Sigma Project)
- ITIL Trained with hands-on experience
- Digital 101
- First Line Manager (FLM) Certified
- Customer Leadership Program
- Certified Lean Practitioner
Toolsworkedon
- Microsoft Office
- Salesforce Lightening
- ServiceNow
- PowerBI
Awards
- Has been awarded as "Delivery Dynamos" for the month of June'24 for being instrumental in delivering performance improvement among the delivery team in Wipro CIS.
- Has been awarded as the "Best Manager for Q1'25" for excellent performance by the team in the quarter.
Timeline
MANAGER - OPERATIONS/PROJECT
Dell Technologies
03.2021 - Current
GROUP LEADER
AT&T
08.2019 - 02.2021
TEAM LEADER
Shell
05.2018 - 07.2019
SUBJECT MATTER EXPERT
Shell
11.2017 - 04.2018
LEVEL 1 ANALYST
Shell
05.2016 - 10.2017
ASSOCIATE
Talk Talk
05.2015 - 04.2016
POST GRADUATION IN CLINICAL PSYCHOLOGY -
IGNOU
BACHELORS IN PSYCHOLOGY -
Calcutta University
HIGHER SECONDARY -
WBCHSE
Secondary/Madhyamik -
WBSE
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