Experienced professional with 9 years of expertise in Payments and Operations, particularly in Real Money Games (RMG). Proven track record of enhancing customer experiences and achieving high levels of satisfaction and loyalty. Skilled in leading teams, collaborating effectively, and adapting to dynamic environments. Demonstrated proficiency in resolving complex issues and implementing strategic improvements. A customer-focused professional dedicated to contributing to organizational growth and meeting industry challenges.
Hi, I’m
PRIYANKA YERRANAGULA
Hyderabad
Summary
Overview
13
years of professional experience
Work History
Hike Pvt Ltd
Customer Experience Manager
03.2017 - Current
Job overview
- Led a team to enhance customer support capabilities and elevate service standards.
- Designed customer service protocols for consistent and positive experiences.
- Conducted workshops to educate staff on best practices in customer engagement.
- Increased customer retention with personalized follow-up and engagement strategies.
- Developed training programs for team members to enhance customer service skills.
- Managed customer complaints to ensure resolution and satisfaction.
- Optimized call center operations to handle inquiries efficiently and effectively.
- Developed action plans for addressing customer pain points and enhancing satisfaction.
- Exceeded benchmarks for customer engagement, refining communication strategies.
- Streamlined customer support processes to enhance overall service delivery.
- Developed new employees and on-going performance assessment of current employees.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
- Initiated loyalty program that increased repeat business by rewarding frequent customers.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Super Highway Labs Pvt ltd
12.2016 - 03.2017
Job overview
- Responsible for dealing with customer queries and providing the resolution over the email and phone
- Calling the customers regarding the feedback of the service
- Process Training for the new hires in the sales process
- Helping the team members by refunding the credits of the customers to their account
- Focusing and efficiency to meet Customer Satisfaction
Payu payments Pvt ltd
08.2015 - 12.2016
Job overview
- Responsible for dealing with customer queries and providing the resolution over the email and phone
- Process Training for the new hires
- Trace the transaction and retrieve the data for the team members
- Provide language support to all the customers in all the departments
- Focusing and efficiency to meet Customer Satisfaction
Ravindra bharathi school
06.2012 - 07.2015
Job overview
- Hiring staff from junior level to senior level
- Handling Parent meetings and preparing duty Rosters for the staff
- Organizing the fun activities for students on the occasional portions
- Promoting the organization and abilities to adhere to the reputation and keep it competitive
- Scheduled the staff meeting to discuss the parents concern and found the feasible solutions to fulfill the concerns
- Selection & Enrollment of students based on the available slots in the organization etc
Education
Dadi Institute of Engineering & Technology
B.tech
01.2012
University Overview
GPA: CDGA
Skills
- Results-Driven Professional
- Adaptability in Dynamic Environments
- Smart work
- Perfect team player
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Account management
- Training programs
- CRM software proficiency
- Customer feedback management
- Training and onboarding
- Performance evaluations
- Customer relationship management (CRM)
- Root-cause analysis
- Competitor analysis
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Decision-making
- Relationship building
Languages
Hindi
English
Telugu
Personal Information
Personal Information
- Passport Number: Yes
- Date of Birth: 04/26/91
- Gender: Female
Timeline
Customer Experience Manager
Hike Pvt Ltd
03.2017 - Current
Super Highway Labs Pvt ltd
12.2016 - 03.2017
Payu payments Pvt ltd
08.2015 - 12.2016
Ravindra bharathi school
06.2012 - 07.2015
Dadi Institute of Engineering & Technology
B.tech
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