PRIYANJALI SIDDABATHULA
Sr Team Lead
London,ON
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Sr Team Lead Customer Experience, Sales & QA
NTT DATA Services
Mississauga , ON
05.2024 - Current
- Exceeded 120%+ sales targets by driving SaaS renewals, expansions, and quality-driven process improvements across enterprise B2B accounts.
- Boosted SaaS adoption by 25% in 90 days through structured onboarding, QA-based training, and client performance tracking.
- Reduced churn 12% YOY by building success plans, quality scorecards, and data-led retention playbooks.
- Streamlined Salesforce, Zendesk, and JIRA workflows, improving case resolution by 30% and ensuring QA compliance.
- Partnered with executives through QBRs to align client growth goals with sales, QA, and compliance initiatives.
- Led and coached a 15-member team to maintain 95%+ CSAT/NPS scores while meeting revenue and service KPIs.
Team Lead & Trainer,Customer Experience, Sales QA
Gatestone & Co. Inc
North York , ON
01.2020 - 03.2024
- Drove 18% lift in conversion through QA coaching, call monitoring, and script optimization for 50+ associates.
- Improved NPS by 20+ points through QA scorecards, calibration sessions, and customer-first communication training.
- Strengthened retention by 12% YOY via quality audits and compliance-driven coaching programs.
- Built and standardized training modules and onboarding frameworks, cutting ramp-up time by 30%.
- Collaborated with leadership on upsell/cross-sell initiatives to enhance account growth and service quality.
Lab Technician (Intern & Employee)
Maxxam Analytics International Corporation
05.2018 - 04.2019
- 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.
Summary
Sales, Customer Success, and Quality Assurance Leader with 7+ years of experience driving SaaS growth, client retention, and process excellence across technology and financial sectors. Proven record of exceeding 120%+ sales quotas, reducing churn by 12% YOY, and improving NPS/CSAT by 20+ points. Skilled in leading 50+ associates, developing QA scorecards, and optimizing CRM workflows to enhance compliance, accuracy, and customer satisfaction. Known for blending sales performance with operational quality—creating scalable onboarding frameworks, data-driven retention programs, and cross-functional collaboration that deliver measurable impact. Hands-on experience with Salesforce, Zendesk, JIRA, AS400, Verint, and AI QA tools.
Skills
- Customer Success & Retention: SaaS Growth, Churn Reduction, Client Health Tracking, Renewals & Expansion
- Sales Leadership & Enablement: B2B Sales Strategy, Quota Attainment (120%), Objection Handling, Upselling & Cross-Selling
- Quality Assurance & Compliance: QA Program Management, Call Calibrations, Scorecard Design, Compliance Auditing, Process Improvement
- Training & Coaching: Onboarding Frameworks, Performance Feedback, Team Leadership (50 Associates), CSAT/NPS Improvement (20 Points)
- CX Operations: Multi-Channel Support (Phone, Email, Chat), Escalation Management, Resolution Optimization, Customer Advocacy
- Technical & Analytical Tools: Salesforce, Zendesk, JIRA, AS400, Verint, Microsoft Office Suite, AI QA Platforms, KPI Dashboards & Data Analytics
- Collaboration & Strategy: QBRs, Executive Stakeholder Engagement, CRM Workflow Optimization, Reporting & Performance Insights
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Education
B.Sc - Food Technology And Management
Loyola Academy Degree & PG College
Hyderabad, Telangana, India 07.2012 - 04.2015
Post Graduate Diploma - Food Analysis & Quality Control
Professor Jayashankar Agriculture University
Hyderabad, Telangana, India 08.2015 - 05.2017
Advanced Diploma - Science And Technology
Centennial College
Toronto, Ontario 09.2017 - 12.2019
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Interests
Designing Training & Leadership Playbooks
Building Scalable SaaS Onboarding Frameworks
Process Optimization in Customer Success & Support
Networking in CX/CSM Communities
Continuous Learning: HR Tech, SaaS, Agile/Scrum
Certification
Recruiting, Hiring & Onboarding Employees - University of Minnesota- Coursera - 22/07/2025
Timeline
Sr Team Lead Customer Experience, Sales & QA
NTT DATA Services
05.2024 - Current
Team Lead & Trainer,Customer Experience, Sales QA
Gatestone & Co. Inc
01.2020 - 03.2024
Lab Technician (Intern & Employee)
Maxxam Analytics International Corporation
05.2018 - 04.2019
Advanced Diploma - Science And Technology
Centennial College
09.2017 - 12.2019
Post Graduate Diploma - Food Analysis & Quality Control
Professor Jayashankar Agriculture University
08.2015 - 05.2017
B.Sc - Food Technology And Management
Loyola Academy Degree & PG College
07.2012 - 04.2015