PRIYANJALI SIDDABATHULA

Customer Operations Leader with 6+ years of progressive leadership experience managing customer support, customer advocacy, service delivery, and operational excellence within fast-paced, customer-focused organizations. Proven track record of leading high-performing teams, resolving complex escalations, improving SLA, KPI, CSAT, and operational performance, and driving continuous process improvements through data-driven decision-making. Experienced partnering with cross-functional teams including Operations, Product, Quality Assurance, Workforce Management, and senior leadership to enhance customer experience, optimize business processes, and deliver measurable results. Passionate about developing people, building scalable operations, fostering a culture of accountability and continuous improvement, and creating exceptional customer experiences.

Total Credit Recovery Ltd.

Customer Support Manager | Dec 2025 – Present

• Lead customer support operations for 40+ employees, including Team Leads and frontline representatives.
• Improve SLA, productivity, quality, and operational KPI performance through coaching and performance management.
• Resolve complex customer escalations by driving root cause analysis and corrective action planning.
• Develop operational dashboards and reporting that support leadership decision-making and workforce planning.
• Strengthen hiring, onboarding, coaching, and employee development to build high-performing teams.

NTT Data

Senior Team Lead – Customer Experience Operations | May 2024 – Nov 2025

• Improved SLA compliance from 82% to 96% by redesigning escalation workflows.
• Increased First Contact Resolution (FCR) by 18% through coaching and process improvements.
• Led customer support operations for high-volume regulated financial services portfolios.
• Reduced repeat customer escalations by improving CRM documentation and follow-up accountability.
• Implemented continuous improvement initiatives that enhanced operational performance and customer satisfaction.

Gatestone & Co.

Team Lead & Trainer – Customer Service Operations | Jan 2020 – Mar 2024

• Maintained 95%+ Quality Assurance (QA) scores through coaching, calibration, and performance feedback.
• Improved Net Promoter Score (NPS) by 20 points through customer advocacy and service recovery initiatives.
• Designed and delivered onboarding, classroom training, and coaching programs that improved operational readiness.
• Developed SOPs, knowledge articles, and training materials that standardized customer support processes.
• Served as the primary escalation point for complex customer issues while maintaining high service standards.

Maxxam Analytics

Lab Technician | May 2018 – Apr 2019

• Maintained 100% compliance with laboratory quality and regulatory standards.
• Conducted quality assurance checks and compliance audits to ensure testing accuracy.
• Improved reporting accuracy through analytical testing and detailed documentation.
• Produced operational reports using Microsoft Excel to support laboratory performance.
• Supported continuous process improvement while maintaining laboratory safety and quality standards.