Priyanka Choudhari
Senior Team Lead
Winnipeg,Manitoba
Summary
Team Leader with 10 plus years of experience in all cooperate environments.
Knowledgeable in analysis, implementation and corrective planning.
Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Excellent interpersonal and communication skills with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Senior Team Lead Manager(BMO, CIBC, Duke Energy)
Alight Solution - Randstad Canada
Winnipeg, MB
08.2022 - Current
- Support and manage the team of customer service representatives and TLs
- Working on performance management SLA
- Learn and become subject matter expert on domain, quality and technology
- Maintain a high level of CSAT quality and team member productivity
- Support classroom training, addressing any performance concerns with the team
- Execute weekly call evaluations and coaching
- Review daily, weekly, and monthly statistics for aligned team and provide regular status reports for all project areas
- Attend weekly client team meetings and QA
- Identify training needs for team and report trends of the clients
- Complete QA and coaching session
- Working with client manager to improve customer service delivery
- Manage payroll and accounts payable administrators to perform and complete accurately
- Provide support to your department manager in relation to ongoing projects.
- Collaborate with other teams and departments to achieve success and improvements.
Team Lead( Apple Client)
Intouch CX
Winnipeg, MB
08.2020 - 08.2022
- Managed schedules, accepted time off requests and found coverage for short shifts. Coordinates the distribution of paychecks and direct deposit programs.
- Provide Real Time monitoring of the queue management system to ensure that adequate staffing is available at all times to meet and exceed on client SLAs for Calls, Web-tickets and Emails
- Trained new team members by relaying information on company procedures and safety requirements.
- Provide support to your department manager in relation to ongoing projects.
- Coached team members in techniques necessary to complete job tasks. Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems
- Maintains knowledge base of resolutions to recurrent and complex calls.
- Worked different stations to provide optimal coverage and meet production goals.
Team Lead Consultant
TTEC- Verizon
Winnipeg, MB
08.2020 - 01.2021
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Directly mentor, support, and oversee a team of Customer Success Managers.
- Processing RFCs - Process Requests for Proposals (RFP). This includes but not limited to creating and maintaining customer records.
- Sales Support - Provide support to the sales process which includes but not limited to taking calls or e-mails from customers and escalating issues to the appropriate contact.
- Team Oversight - Meet with team members weekly to ensure they have the tools they need to be successful. Creating accountability through Quantitative KPI’s. This individual will also lead the performance review process for the team.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Devised and implemented processes and procedures to streamline operations.
Administrative Team Lead
AXIS BANK Ltd.-INDIA
Pune India, Maharashtra
06.2011 - 01.2014
- Ran complex calendars of department leader and staff, using independent judgment based on knowledge of priorities and resources.
- Functioned as key resource within department on administrative matters and independently resolved issues and questions.
- Handled departmental information technology needs and acted as departmental liaison with information systems.
- Initiated check requests, purchase requisitions and work orders for approval.
- Advised leadership on implications, key issues and relationships to interest groups
- Monitored work performance to satisfy requirements.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Education
Master of Science - Information Of Technology
Sipna College Of Engineering And Technology
Amravati India 06.2005 - 06.2009
Skills
Office 365, SharePoint – document management/version for status reporting
Adobe Connect, Microsoft Office (Excel, Word),
Familiarity with CRM systems and practices, desirable
Proficient with Google Suite & Mac applications
Knowledge of the ecommerce
Hands on accounting and payroll experience
Timeline
Senior Team Lead Manager(BMO, CIBC, Duke Energy)
Alight Solution - Randstad Canada
08.2022 - Current
Team Lead( Apple Client)
Intouch CX
08.2020 - 08.2022
Team Lead Consultant
TTEC- Verizon
08.2020 - 01.2021
Administrative Team Lead
AXIS BANK Ltd.-INDIA
06.2011 - 01.2014
Master of Science - Information Of Technology
Sipna College Of Engineering And Technology
06.2005 - 06.2009