PRIYANJALI SIDDABATHULA

• Led a cross-functional support team for financial services clients, overseeing escalations, QA accuracy, productivity tracking, and daily workflow execution. Managed customer operations across phone, email, and chat while ensuring documentation accuracy, SLA adherence, and policy compliance.
• Interviewed, trained, and coached new hires; managed scheduling and performance reviews to maintain high team standards. Partnered with leadership to refine SOPs, build training material, and reduce repeat tickets by improving QA and documentation.
• Collaborated with IT, Operations, Workforce, QA, and HR to resolve complex issues and streamline internal processes. Maintained CRM/ATS data hygiene (Salesforce, ServiceNow, Greenhouse), tracked performance metrics, and delivered reporting for executive visibility.
• Supported recruiting operations by coordinating interview loops, managing candidate communication, and ensuring clean, timely documentation during hiring cycles. Identified operational gaps, analyzed trends, and escalated insights to leadership for continuous improvement.

Key Achievements

• Improved first-contact resolution and accuracy through structured coaching and QA alignment.
• Reduced escalations by strengthening SOP clarity and coaching agents on empathy and de-escalation.
• Streamlined candidate onboarding and improved documentation quality during recruitment cycles.

• Led a high-volume customer support and first-party collections team, overseeing daily operations, coaching, QA audits, and KPI delivery. Managed hiring support cycles by interviewing applicants, coordinating with HR, and onboarding 50+ associates over tenure.
• Designed and delivered training programs covering product knowledge, compliance, de-escalation, and quality standards. Owned complex escalations for financial services clients, resolving disputes, billing issues, and sensitive account concerns with sound judgment.

• Streamlined documentation and workflow processes, reducing training gaps and improving team accuracy. Partnered with Workforce, Analytics, HR, and client-side leadership to align performance expectations, staffing needs, and reporting requirements.

• Produced weekly dashboards, analyzed performance trends, and identified improvement opportunities. Ensured compliance with regulatory requirements and internal controls across all customer interactions.

Key Achievements

• Improved QA and compliance scores through targeted coaching and structured performance development.

• Strengthened onboarding processes, reducing ramp time for new hires through standardized training.

• Built a reputation as the go-to escalation lead for resolving complex, high-stakes customer issues.

• Conducted compliance audits and agricultural/food sample analysis with 100% regulatory accuracy.
• Generated QA/QC reports used in compliance and operational decision-making.
• Collaborated with cross-functional lab teams to maintain ISO standards and client confidence.
• Streamlined reporting workflows, reducing turnaround time on compliance documentation.
• Developed an eye for precision and data integrity, foundations later applied in KPI dashboards and client success analytics.