Priyanka Shruthi
Bengaluru
Summary
Customer-focused professional with 9+ years in customer service management across technical, banking, and financial sectors. Expertise in leading teams, managing premium cardholder relationships, and driving operational excellence. Proficient in chat and voice support, coaching, quality audits, and process optimization. Strong track record in handling escalations and enhancing customer satisfaction through strategic service improvements.
Overview
9
9
years of professional experience
Work History
Team Leader
American express
Bengaluru
03.2024 - Current
- Directed a team of 15 associates in chat and voice channels, maintaining high performance standards.
- Defined team objectives centred on productivity, efficiency, and service excellence.
- Resolved real-time escalations promptly, addressing 2nd and 3rd level customer complaints effectively.
- Executed regular coaching sessions and performance evaluations to upskill associates.
- Streamlined processes by implementing service checklists focused on Customer First Resolution (CFR).
- Worked alongside L&D to devise retention strategies supporting smooth transitions.
Launched a Hackathon aimed at enhancing product features and improving processes. - Engaged in live call barging and chat calibrations with leadership to pinpoint service gaps.
Pilot Chat
American Express
Bengaluru
10.2023 - 03.2024
- I was part of the pioneering group for the newly introduced chat services. I underwent specialized training to enhance my chat-based service skills and actively collaborated with the Learning and Development team, successfully transitioning three batches of staff into production.
Interim Team Leader
American Express
Bengaluru
06.2022 - 10.2023
- Led a team of 10 colleagues, overseeing their transition from training to production.
- I took on the Interim Leader role while managing dual responsibilities during the transition.
- Fostered team collaboration to set clear expectations on processes, services, and operational efficiencies in line with company standards.
- Actively monitored calls to identify and rectify gaps, enhancing overall servicing standards.
- Conducted periodic check-ins to implement change management strategies, and work on key takeaways.
Job Content Coach
American Express
Bengaluru
12.2021 - 06.2022
- Coached new hires through live call monitoring and real-time support.
- Identified process gaps and areas for improvement through call audits.
- Published hourly performance reports to track progress and drive results.
- Provided targeted feedback to help new hires improve key service metrics.
- Collaborated with leadership and operations to enhance coaching strategies and build leadership capabilities.
Lead Customer Care Professional
American Express
11.2019 - 12.2021
- Promoted to Lead Customer Care Professional for exceptional performance and service delivery.
- Provided dedicated support to high-profile card members, including Premium Platinum Charge Card holders.
- Resolved complex credit card queries and complaints with a focus on first-contact resolution.
- Ensured accurate customer verification, and maintained high standards of service excellence.
- Supported team performance through process guidance, call listening, and feedback sharing.
- Handled escalation calls and provided detailed synopses to leadership.
- Assisted with regional callouts and defused high-stress customer situations with professionalism and empathy.
Master Care Professional
American Express
10.2018 - 11.2019
- Promoted for consistent delivery of high-quality customer service.
- Managed a wide range of customer inquiries, and ensured timely and effective resolution.
- Contributed to team success by mentoring peers, and supporting process improvements.
Customer Care Professional
American Express
10.2018 - 11.2019
- Delivered frontline support for card members, addressing queries, and resolving issues efficiently.
- Maintained compliance with verification protocols and service standards.
Technical Support Representative
Convergys
Bengaluru
06.2016 - 09.2017
- Provided technical assistance for home phone, internet, and TV services.
- Diagnosed and resolved customer issues while maintaining a high level of service quality.
- Ensured customer satisfaction through effective communication and problem-solving.
Education
Bachelor of Commerce -
Rabindranath Tagore University
Skills
- Team leadership
- Process optimization
- Customer resolution
- Performance evaluation
- Service excellence
- Customer relationship management
- Written and verbal communication
- Goal orientation
- People management
- Adaptability
Timeline
Team Leader
American express
03.2024 - Current
Pilot Chat
American Express
10.2023 - 03.2024
Interim Team Leader
American Express
06.2022 - 10.2023
Job Content Coach
American Express
12.2021 - 06.2022
Lead Customer Care Professional
American Express
11.2019 - 12.2021
Master Care Professional
American Express
10.2018 - 11.2019
Customer Care Professional
American Express
10.2018 - 11.2019
Technical Support Representative
Convergys
06.2016 - 09.2017
Bachelor of Commerce -
Rabindranath Tagore University
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