Priyanka + (91) 990-002-4666 email: vardaanpriya@gmail.

comBangalore, IN  LinkedIn

CUSTOMER SERVICE TEAM LEAD

Delivers incredible performance in Customer Care Management, Customer Service Strategies and procedures, and Team Set-Up
from ground-up, Building best-in-class Teams, and Engineering a Classic Customer Experience

Results-driven and customer-oriented accomplished professional offering over 15 years of hall-marked career in optimum
functioning of the department and the consistent achievement of customer service standards. Manage escalations and communicate
appropriately to all stakeholders by ensuring a strong team approach and the attainment of maximum performance levels and
productivity. Adaptable leader who thrives in fast-paced, high-stress environments. Proven track record in resolving and reducing
customer complaints and meeting customer service level agreements. Quality-focused and pragmatic manager with excellence in
optimizing workflow, exceeding objectives, building alliances, and ensuring world-class customer service. Mentoring and leading
direct reports towards high performance, quality, and productivity. Training staff to maximize the benefits of technology to achieve
excellent customer satisfaction levels. Responsible for successful strategic initiatives to improve team productivity and increase staff
retention. Seasoned people skills with a transformational leadership style, big-picture vision, cross-functional collaboration skills, and
the ability to execute with discipline and effectiveness.
Areas of Expertise include:
Customer Service Customer Complaint Resolution Customer Satisfaction Enhancement
Problem Analysis and Solving Building World Class Teams  Process Set-up and Improvement
Cross-cultural Client Communication  Human Resource Management Key Customer Acquisition
Self-Presentation and Communication Strategic Planning Cross-Functional Management Liaison

PROFESSIONAL OVERVIEW

Art Of Shaadi-Start Up Matrimoney Company

Managing a team that utilizes a Customer Relationship Management (CRM) system, overseeing customer interactions, analyzing data
to optimize service delivery, and leading the team in strategies to improve customer engagement and retention, while ensuring data
accuracy and alignment with overall business goals.

Customer Service Lead [May 2023 -Present ] . [Bangalore, IN]

 Directed a support team of 25, achieving a 30% increase in resolution rate through training and workflow optimization.
 Launched a customer feedback loop that identified key service issues, leading to a 20% improvement in service delivery.
 Leading and motivating the CRM team, assigning tasks, and monitoring performance.
 Providing coaching and development opportunities for team members to improve their CRM skills.
 recording customer contacts and conversations, managing leads and team tasks, creating performance reports.
 Finds ways to understand and attend to the needs of customers
 Ensure healthy communication between customers and organization
 Train other employees to Mangage customer relationships
 Creating customer service report regularly
 Monitor customer rating
 Track customer issues and search for ways to prevent such issues from reoccurring
 Overseeing The daily operations of the customer service team.
 Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews
Vindhya-E Infomedia Pvt. Ltd. [Bangalore, IN] Jul 2013-April 2023
[Growth Path: Documented success with an accomplishments-driven career highlighted by rapid inbound & outbond Semi voice
customer care support on the helpline number 1912]

Team Leader – Customer Care Support [Jul 2013 – April 2023]

Lead and build a 20-member team of highly competent customer care executives to action on the data in interacting & convincing
customers to make the payment & eventually retain customers. Building a good rapport in interacting with the clients around all four
zones of the city & implementing & deliver excellence in output. Tracking the MIS activities to ensure the data are equally handled
among all team members to achieve the results consistently. Improving customer experience through managing, training, leading
overall functions and staff of customer service activities, providing personal interaction, and resolving varied customer inquiries and
complex issues
 Tracking the Voice of customers, feedback, and highlighting the same to the clients to improvise the deficient areas of
service and to meet customers' expectations.
 Determining the goals and objectives for your team members and reinforcing these plans using clear communication
channels.
 Using a report-back process to ensure that decisions are mutually understood between myself and team members.
 Examining the essential tools to motivate and develop team members' performance.
 Monitoring team behavior by using an appropriate performance appraisal system.
 Boosting team member loyalty by focusing on the team members' strengths rather than their weaknesses.
 Ensuring that the team remains on track for achieving the planned objectives
 Reinforcing positive feedback to the team members on their group and individual performance.
 Identifying the appropriate team members that deserve to be given authority for a delegated task
 Resolving escalated customer service issues that benefited the customer and at the same time complying with the company
policy.
 Processing credit card payments, money orders, payroll, and government checks.
 Greeting customers and direct to the appropriate department, providing them with information, direction, and help.
 Conversing with customers to receive their valuable feedback and suggestions for improvement.
 Overseeing the daily operation, planning resources, and employee development with a continuous focus on customers'
needs, exceeding customer expectations.

Bharti Airtel Ltd. [Mysore, IN] Jan 2008-Aug 2010

[Growth Path: Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.]

Service Provisioning (CSD) [Jul 2009 – Aug 2010]

Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the
spot. Managed various customer service and administrative tasks to resolve customer issues quickly and efficiently. Recipient of
multiple positive reviews acknowledging dedication to excellent customer service.
n Handled Postpaid Activations and ensured error-free services to customers resolving all kinds of Postpaid Activations/Services
related issues.
n Received Rolling Trophy for 100% on Call Activation maintained in Mysore zone from Mr.Venkatesh (CEO Mobility KK).
n Maintained customer satisfaction by utilizing problem-solving resources and managing staff.
n Assisted customers with their queries and evaluated their concerns to improve services and help to retain and build solid
customer relationships.
n Comprehended each customer's expectations and delivered services as needed.
n Performed quality control monitoring of customer service while tracking call center performance through call volume and
productivity statistics.
n Coached customer care representatives to ensure they were giving the best customer service possible.
n Provided feedback to the training coordinator and call center management teams.
n Recommended changes and coordinated the implementation of process improvement plans at the division and employee
levels.

Senior Officer (Postpaid Sales) [Jan 2008 – Jun 2009]

Effectively supervised day-to-day front-end operations of a busy customer service department. Hired, trained, and mentored top
customer service agents and front-end staff. Implemented ambitious customer satisfaction goals and better-enabled customer
service staff members to meet them effectively.
n Awarded with 'Star of the Month' for postpaid sales twice in April and May 2009.
 n Awarded "Best postpaid high rental acquisition" in June 2009.
n Received Best VAS Upselling in Feb 2009.
n Worked on the improvement of all customer service processes in order to increase efficiency and customer satisfaction.
n Conducted monthly and annual performance reviews and proactively participated in weekly team meetings with executives.
n Assisted in sales, collected feedback from clients, and performed other duties as required.
Early Career: Jubilant Organosys Limited [Aug 2006-May 2007] as SR Office (Supply Chain Management)

Credentials/Achievements

n Education:
Master of Business Administration (MBA) in Marketing (Correspondence), KSOU, Mysore [2012]
Bachelor of Commerce (B.Com.), JSS College of Arts, Science & Commerce, Mysore [2006]

n IT Skills:
MS-Office Suite
Tally 7.2
Internet Tools

n Languages Known:
English
Hindi
Kannada

Priyanka