Priyanka Singhal

Project 1: High Turn Over Companies

• Duration: [Jan 2017] - [Dec 2022]
• Description: Managed high-turnover clients who upgraded their service packages with Indiamart. Revamped processes, created new SOPs, and achieved remarkable improvements in efficiency and customer satisfaction.

Key Accomplishments:

1. Revamped Processes and Improved Efficiency:

• Designed and implemented new SOPs, enhancing the efficiency of delivering quality output.
• Increased team productivity from .33 to 1 within 2 months by introducing new SOPs.
• Reduced process cost by 30% within 6 months, further optimizing it to 70%.
• Elevated quality of output from 63% to 92%, ensuring high-standard deliverables.

2.Enhanced Customer Satisfaction and Reduced Complaints:

• Decreased customer complaints from 47% to 7% within 5 months by improving delivery TAT from 21 days to 10 days.
• Introduced call training programs to enhance customer experience and elevate NPS.

Roles and Responsibilities:

• Managed day-to-day operations of an 80-member Client Service Team, aligning with executive management goals.
• Developed new business opportunities and revenue growth by networking with clients and understanding their needs.
• Oversaw four departments with 80 employees, ensuring seamless collaboration and high performance.
• Gathered and organized Products & Company Information for display on the IndiaMART Portal, improving user experience.
• Strategically worked on SEO to enhance client visibility and engagement.
• Managed Category Management, Products Mapping, Content uploading, and Image work, improving listing quality.
• Conducted training sessions on call quality, enhancing client satisfaction and team performance.
• Met SLAs and implemented SOPs for process optimization.
• Monitored employee performance metrics, driving continuous process improvement.
• Achieved defined Turnaround Time (TAT) for project delivery with accuracy.
• Executed excellent customer service, aligned with company standards.
• Fostered a positive and collaborative team-oriented environment.
• Set and achieved team goals while aligning with company mission.
• Ensured compliance with internal and external guidelines.
• Managed client communications, conflict resolution, and compliance matters effectively.

Project 2: [SMES/Start-up Companies]

• Duration: [Dec 2022] - [Present]
• Description: Led a project focused on assisting SMEs and start-up companies in optimizing business growth through Indiamart's business leads. Developed a team to guide customers for improved conversion rates and growth potential.

Key Accomplishments:

1. Elevated MAI Percentage to 90%:

• Successfully increased MAI (Maximum Active Inventory) percentage from 37% to an impressive 90%, setting a benchmark for others.

2. Achieved 100% Infra Image Compliance:

• Ensured 100% compliance with mandatory infra image submissions, establishing authenticity for client profiles, outperforming the previous 59% compliance rate.

3. Enhanced Client Interaction Quality:

• Facilitated an 84% adoption rate of meet calls with proper screen sharing, significantly improving customer interaction from 36%.
• Boosted call quality from 50% to 87% through comprehensive training sessions and systematic audits.

4. Exemplified New Joiner Productivity:

• Successfully demonstrated that new joiners can achieve productivity with proper training, resulting in productivity increasing from 0.3 to 1 within one month of employment.

5. Remarkable Team Performance:

• Effectively managed two centers, both ranked at 1st and 2nd place respectively.
• Oversaw the top 6 rankers out of 400 FTEs, highlighting the exceptional performance of the team.
• Established a reputation for superior KPIs and output in various parameters.

Key Responsibilities and Achievements:

• Led two centers with a team of approximately 100 people, effectively balancing daily inflow and outflow to optimize financial efficiency.
• Spearheaded cultural shifts and process improvements, showcasing determination and interpersonal skills.
• Promoted change initiatives, overcoming resistance and achieving staff buy-in while driving positive outcomes.
• Focused on training to enhance catalog quality and call performance.
• Implemented daily reporting for better tracking and improvements.
• Streamlined quality programs, enhancing compliance and performance across departments.
• Successfully implemented staffing and scheduling strategies to ensure operational excellence during peak periods.
• Set performance goals for team members and provided constructive feedback, fostering their professional growth.

• Mentored Team Leads and Team Managers, enabling them to effectively manage their teams and enhance performance.
• Served as the key point of contact for queries within the specific business assignment.
• Identified opportunities for process streamlining and office operational improvements, leading to increased efficiency.
• Automated client correspondence, record tracking, and data communications, improving office operations.
• Led recruitment efforts, managed staff development, and conducted performance reviews, contributing to team growth and motivation.
• Streamlined organizational systems for payment collections, accounts payable/receivable, deposits, and recordkeeping.
• Negotiated and executed contracts on behalf of the department, showcasing strong negotiation skills.

• Responsible for all client communications, conflict resolution, and compliance on client deliverable
• Reviewed all major deliverables to ensure quality standards and client expectations
• Provided regular two-way communication between the client and team, to provide strong
• Implemented new procedures outlined in service manuals effectively communicating all
• Ensuring project is completed on time
• Customer management - Managing key customer
• To oversee and manage Facilities & Admin operations
• People management-Coaching, mentoring and managing performance
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Mentored team members to enhance professional development and accountability in workplace.
• Created employee schedules to align coverage with forecasted demands.