Summary
Overview
Work History
Education
Skills
Timeline
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Priyanka Shruthi

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
Priyanka Shruthi