Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Timeline
Generic

PRIYANKA RAJKUMAR

Hyderabad

Summary

Agile and action-oriented professional with over 6+ years of progressive experience in Operations, Customer Escalation Management and Sales Operations.

Adroit at keeping a customer-first approach with fast and seamless escalation resolution through handling an average of 100 customer escalations per month, achieving a 95% first contact resolution rate.

Proven track record in leading Customer Support teams, delegating tasks and responsibilities to multiple teams and conducting performance evaluations, resulting in a 25% increase in overall team productivity.

Proven track record of delegating targeted responsibilities to sales and customer success teams, overseeing their performance metrics, and adeptly handling customer inquiries and complaints.

Strong Knowledge and experience in Operational Metrics (Quality scores, maintaining SLA, Attrition management).

Overview

6
6
years of professional experience

Work History

Customer Success Executive

Thomson Reuters
Hyderabad
06.2023 - Current
  • Maintained accurate records of all sales activities including client communications, presentations, proposals, forecasts
  • Fostered robust client connections through unparalleled customer service, achieving a 95% success rate in resolving issues on the initial contact.
  • Assessed customer needs to recommend appropriate products or services
  • Generated regular reports on sales performance metrics for management review
  • Resolved customer complaints promptly while maintaining high levels of customer satisfaction

Agency Coordinator/Team Lead

Google Operations Centre
04.2021 - 05.2023
  • Provided extended support to 180+ Google Business Profile Product associates at L1, L2, and L3 levels
  • Consigned new partners to the Google Business Partner Program across EMEA and APAC regions
  • Resolved global escalations, policy-related queries, and technical bugs for Google Business Partners
  • Managed client escalations and collaborated with internal teams to find resolutions
  • Acknowledged and addressed account structuring queries from partners across APAC and EMEA regions while reviewing and considering new business policies
  • Generated weekly and monthly reports on team performance based on various metrics for Google Business Profile Product Managers; participated in and supported audits/inspections related to complaints handling as appropriate
  • Managed time and worked independently while utilizing departmental resources, business policies, and procedures.

Customer Support Senior Associate

Google Operations Centre
08.2020 - 08.2021
  • Managed business customer escalations quickly and effectively
  • Handled Escalation calls of customers, tracked customer satisfaction, and ensured the closure of complaints
  • Coordinated with relevant teams and departments to resolve customer complaints and escalations related to Google Business Profile

Business Relationship Manager

Dell Technologies
07.2018 - 08.2020
  • Created and nurtured strong, long-lasting relationships with profitable company clients by providing end-to-end IT solutions and timely issue resolution, resulting in boosted total sales and opportunities
  • Stayed up to date with market trends and changes and participated in professional development opportunities to improve understanding of products and services, achieving sales quotas by 165%.
  • Established a loyal clientele by tirelessly fixing issues and improving customer satisfaction, driving business success through improved sales and other key metrics
  • Increased sales by executing the entire sales cycle process, from lead generation to contract negotiations to closing, using the sales force tool

Education

Bachelor of Commerce -

St. Ann's College for Women, Osmania University
01.2018

MBA - Strategy & Leadership

Indian School of Business
Hyderabad, TG

Skills

  • Customer Service Management
  • Team Management
  • Sales Management
  • Sales Lifecycle
  • Operations Management
  • Customer Engagement
  • Escalations Management
  • Customer Satisfaction
  • Stakeholder Management
  • Team Leadership
  • Employee Performance Evaluation
  • Productivity Optimization

Accomplishments

  • Individual Contributor Award Q4 2021 | Google Operations Centre
  • Individual Contributor Award Q3 2021 | Google Operations Centre

Training

  • Google Analytics Essential Training, LinkedIn, 2020
  • Digital Marketing Specialist, LinkedIn, 2020

Timeline

Customer Success Executive

Thomson Reuters
06.2023 - Current

Agency Coordinator/Team Lead

Google Operations Centre
04.2021 - 05.2023

Customer Support Senior Associate

Google Operations Centre
08.2020 - 08.2021

Business Relationship Manager

Dell Technologies
07.2018 - 08.2020

Bachelor of Commerce -

St. Ann's College for Women, Osmania University

MBA - Strategy & Leadership

Indian School of Business

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