PRIYANKA UPADHYAY
Mumbai
Summary
Assistant manager with 7 years of experience in customer service, focusing on retail and telecom sectors. Demonstrated ability in team leadership and stakeholder management, consistently achieving key performance indicators in dynamic environments. Seeking new opportunities to leverage skills in a challenging role.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Croma (A Tata Enterprise)
04.2025 - Current
- Managing operational excellence across the Customer Service department, reporting directly to senior management on key business metrics.
- Spearheading process improvement initiatives to enhance customer communications management and reduce resolution time.
- Coordinating with cross-functional stakeholders for quick closures on high-ageing cases and systemic issue resolution.
Team Leader
Croma (A Tata Enterprise)
01.2024 - 03.2025
- Managed a team of 30 agents belonging to the customer service department.
- Looked after major KPIs such as ACC and SLA, ensuring departmental targets were consistently met.
- Created monthly targets for the department to achieve and provided necessary assistance and one-on-one sessions to boost performance.
- Looked after monthly rostering and ensured SLA compliance.
Team Leader
Tech Mahindra Limited
04.2022 - 01.2024
- Managed a team of 20 people for an Irish Telecom Process, providing assistance via Web Chat, Emails/Social Media, and inbound calls.
- Looked after major KPIs such as RFT, OSAT (Previously NPS), Attrition, Absenteeism, and Quality.
- Handled client communication, external escalations, and attended weekly client meetings.
- Set and modified Team KPIs quarterly to ensure expected results were achieved.
Customer Relationship Advisor
Tech Mahindra Limited
07.2018 - 03.2022
- Assisted customers sorting their technical issues through webchat, emails, and social media.
- Ensured customer resolution within a timely manner through effective communication.
Customer Service Associate
Intelenet Global Services
08.2017 - 02.2018
- Assisted customers through inbound calls, addressing and resolving queries by thoroughly understanding customer issues and needs.
- Ensured required assistance was provided with a focus on meeting defined timeframes.
- Managed proper follow-up procedures when necessary to ensure complete customer satisfaction.
Education
Bachelor of Management Studied -
Reena Mehta College
01.2020
HSC -
Shankar Narayan College
01.2017
Skills
- Customer Service
- Stakeholder Management
- Team Management
- Retail Commerce
- Telecommunication
- Customer Communication Management
- Telecommunications
- Analytical Thinking
- Problem Solving
Languages
English
Hindi
Timeline
Assistant Manager
Croma (A Tata Enterprise)
04.2025 - Current
Team Leader
Croma (A Tata Enterprise)
01.2024 - 03.2025
Team Leader
Tech Mahindra Limited
04.2022 - 01.2024
Customer Relationship Advisor
Tech Mahindra Limited
07.2018 - 03.2022
Customer Service Associate
Intelenet Global Services
08.2017 - 02.2018
Bachelor of Management Studied -
Reena Mehta College
HSC -
Shankar Narayan College