Priyanka Tripathy
Product Operations
Haldiram’s
Summary
Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Fluency in English and Hindi. Committed to resolving problems and maintaining accurate metrics and reports. My 4+ years of operations experience has made me adept in team building, anticipating business requirements, identifying innovative strategies, and delivering tailored solutions to drive profitability.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Product Operations Specialist
Bangalore
09.2020 - 07.2022
- Was the only member in the sender ID team and was responsible for handling the operations single handedly within the first 6 months of joining
- During the time when the product ops team was facing extremely low manpower for the smooth functioning of the product
- Handled B2B clients (such as AWS, UBER, AIRBNB) as well as our providers in around 36 countries
- This nourished me with an overall experience of handling and communicating effectively on an international scale
- Trained new joiners (from Columbia, Estonia and India) as the team grew
- Responsible for training 6 out of 6 specialists in the sender ID team
- Played a key role in overseeing the operations and managing the team in process as well as technical front
- Although the job role was highly technical in nature, I was able to step out of my comfort zone and prove myself to be an indispensable part of the team
- Average monthly metrics of registering and actioning applications was 1700 in an overall team avg of 900-1200 ticket actions
- Monthly FRT average of 88%
- This is also accountable for the period of low manpower
- Avg CSAT score of 4.4 out of 5
- Became proficient in using tools like Zendesk, cloudset, monkey
- Jira, looker
- Acquired a keen knowledge into the usage of sender ID as a product in the telecom industry
- Handled high profile escalations on a daily basis and achieved customer satisfaction as a prioritized goal
Delight Lead
Flynote
Bangalore
11.2019 - 05.2020
- Establishing NPS from scratch: Tracking trends and releasing weekly NPS report, following up with stakeholders to fix detractors
- Auditing and training along with the team leads to promote quality service
- Worked closely with the tech and sales team for process implementation and process excellence
- Handling ground staff working abroad from destinations like Maldives, Bali,
- Singapore as the Customer Delight Lead
- Introducing new tools for effective results (Trello, Slack integration,
- Typeform, Wootric)
- Established visibility working along with Tier 1 Stakeholders throughout the company on Slack by integrating multiple tools to one forum
- Actively, along with the Supply Heads established inventory management to simplify and automate processes wherever feasible
- Overall team player.
Operations Associate
Headout
Bangalore
04.2018 - 11.2019
- Engaged in sales communication with 100+ clients
- In-depth knowledge of cities in Europe, USA and APAC regions
- Interpreting data through excel sheets
- Experience in working with SaaS and CRM tools (Zendesk, Salesforce)
- Vendor Management
- Worked on creating new processes and auditing metrics
- Worked closely with the tech team to come up with efficient processes
- Worked along with the content team to innovate campaign ideas
- Overall a team player
- Effectively handled customers in a stressful environment
- Quick and effective resolutions when under complicated situations
- Managed a team for maximum results.
Freelance
Aspire Entertainment
12.2021 - 07.2022
- Assisting with onboarding artists and handling their accounts
- Training of new associates and mentoring interns
- Worked on creating social media buzz and generating sales through Instagram and facebook
- Excelled at on site coordination
- Multitasking to maintain a free flow of the event
- Some of the tasks included: handling the guestlist, catering to the artists, conflict resolution, creating reliable financial reports and making sure payments are done on time, planning seating and dining arrangements
- Establishing and maintaining relationship with vendors and venue
- Building relationships with potential vendors and clients and increasing network.
Digital Marketing (Intern)
Edelman
Bangalore
06.2017 - 08.2017
- Set up and managing NPS from scratch
- Worked with leads on auditing and training
- Worked closely with the tech and sales team for process implementation and process excellence
- Handling ground staff working aboard from destinations like Maldives, Bali,
- Singapore as the Customer Delight Lead
- Introducing new tools for effective results
- Worked closely with Tier 1 Stakeholders to establish visibility throughout the company on Slack by integrating multiple tools to one forum
- Worked closely with the
- Supply Heads to understand inventory management and to simplify and automate processes wherever feasible
- Overall team player.
Freelancer
Dice Entertainment
Kolkata
11.2017
- Event management
- Ensured smooth process of the entire event Effectively handled the event logistics
- Client services
- Acted as an excellent team player for the hassle-free execution of the event.
Photographer
Rossa Events and Hospitality
Kolkata
03.2016
- Photographer for the event
- Acquired knowledge about the industry
- Covered the event through videos and photographs
- Effectively communicated with the guests.
AIESEC
Kolkata
02.2015 - 05.2016
- Worked under diverse work experience
- Communicating with prospective clients
- Tracking leads to completion
- Attending and representing our branch in conferences and communicating with all cultures of people
- Managing local conferences for Kolkata Branch
- Jobs like editing video and covering conferences.
Education
Bachelor’s - Mass Communication & Journalism
Amity University
03.2015 - 03.2018
Higher Secondary (11th-12th Standard) - undefined
Delhi Public School Newtown
01.2013 - 01.2014
10th - undefined
Our Lady Queen Of The Missions School
Skills
SQL
KPI DASHBOARD/REPORTINGCustomer Success
Product Operations
MS-ExcelMS-PowerPointMS-WordGoogle DocsGoogle sheetsEvent ManagementSaas and CRM toolsTravel Planning/ OrganizingProject Management
Timeline
Freelance
Aspire Entertainment
12.2021 - 07.2022
Product Operations Specialist
09.2020 - 07.2022
Delight Lead
Flynote
11.2019 - 05.2020
Operations Associate
Headout
04.2018 - 11.2019
Freelancer
Dice Entertainment
11.2017
Digital Marketing (Intern)
Edelman
06.2017 - 08.2017
Photographer
Rossa Events and Hospitality
03.2016
Bachelor’s - Mass Communication & Journalism
Amity University
03.2015 - 03.2018
AIESEC
02.2015 - 05.2016
Higher Secondary (11th-12th Standard) - undefined
Delhi Public School Newtown
01.2013 - 01.2014
10th - undefined
Our Lady Queen Of The Missions School