Priyanka Singh
Master Customer Service Professional and Value Generation Coach
GGN,HR
Summary
Highly energetic, positive team player with an excellent work ethic, flexible and reliable. Reputation for displaying professionalism and concern for customer comfort and known for thriving under high-pressure. Demonstrated capacity to work effectively with multinational companies with diverse cultures.
Overview
9
9
years of professional experience
Work History
INDIA CEN VG COACH
AMERICAN EXPRESS
02.2023 - Current
- Provide over 50 Colleagues with world-class coaching that inspires and drives individual and overall performance
- Supporting CCPs with coaching plans that maximize their learning and development through scheduled and in-the moment interactions
- Champion regular call calibration sessions and huddles with fellow Pod Leaders, fostering a culture of peer coaching, best-practice sharing and learning
- Collaborate within the team of Pod Leader - Customer Experiences and react to real-time queries from CCPs, supporting them with customer conversations and escalations.
- Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity
- Demonstrating outstanding and approachable leadership to a group of CCPs as their designated Coach
- Motivating and inspire CCP colleagues to achieve their career targets through frequent and meaningful development conversations
- Leading colleagues through inclusive leadership, and by rewarding and recognizing performance and effort
- Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
CCP- Master CCP
AMERICAN EXPRESS
10.2022 - 02.2023
- Peer Coach for team member for CHT and RTF
- Team engagement SPOC
- Organizing and Hosting 2 R & R for CEN IND
- Excellent consistency with efficiency (ATS/UA)
- VG Team top performer: 6 consecutive months
- VG peer coach within the team
- 2024 YTD CCP scores: CHT Rank 39, OSAT Rank 1, RTF Rank 4, CFR 29 (Headcount 103)
HR. ASSOCIATE (ERC - DLS)
AMAZON INDIA
07.2019 - 06.2022
- Confidential and sensitive medical documents handling and reviewing, handling escalation for smooth transition and processing of leave requests by US based Amazon Employees
- Responding to inquiries regarding policies and programs including benefits, attendance, disability payments
- Adhere to defined processes and ensure delivery in accordance with set quality standards thorough knowledge of policies & processes for multiple Customers group
SENIOR CABIN CREW
INDIGO AIRLINE PVT LTD
05.2016 - 05.2019
- Carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date and that all meals and stock are on board
- Welcoming passengers on board and directing them to their seats Informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away
- Checking all passenger seat belts and galleys are secure prior to rake-off Making announcements on behalf of the pilot and answering passenger questions during the flight
- Serving meals and refreshments to passengers Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination
- Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations
- Giving first aid to passengers where necessary Ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers
Education
Bachelor of Arts - Public Administration
Indra Gandhi National Open University
04.2001 -
Skills
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Public Relations
- Solution Orientation
- Enterprise thinking
- MS Office
Timeline
INDIA CEN VG COACH
AMERICAN EXPRESS
02.2023 - Current
CCP- Master CCP
AMERICAN EXPRESS
10.2022 - 02.2023
HR. ASSOCIATE (ERC - DLS)
AMAZON INDIA
07.2019 - 06.2022
SENIOR CABIN CREW
INDIGO AIRLINE PVT LTD
05.2016 - 05.2019
Bachelor of Arts - Public Administration
Indra Gandhi National Open University
04.2001 -
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