Priyanka Choudhari
Winnipeg,MB
Summary
Experienced Senior Team Lead, Workflow Manager, Assistant Operation manager, Team Lead Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
13
13
years of professional experience
Work History
Team Lead - Payroll Compliance
Payworks Canada
Winnipeg, Manitoba
12.2023 - Current
- Coordinated team resources to achieve project goals.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- As a Payroll Team lead, I manage the payroll processing activities of the organization, ensuring compliance with applicable laws and regulations, and delivering accurate and timely paychecks to employees.
Team Lead Manager
Alight Solutions
08.2022 - 11.2023
- Company Overview: Randstad Canada
- Support and manage the team of customer service representatives Performance management of the customer service representatives
- 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 virtual meetings
- Identify training needs for the team and report trends of the clients
- Time and attendance management of all associates on team
- Complete QA and coaching session
- Working with client manager to improve customer service delivery
- Organize client contact database
- Created a weekly department evaluation report for supervisors and management
- Provide weekly updates on QA scores analysis
- Monitor team performance
- Identifies system and workflow improvements to enhance the team’s efficiency
Workflow Manager
InTouch CX- Govt. Of Manitoba
07.2021 - 07.2022
- Assign case and tracks agent progress
- Develop web and Windows service report
- Conduct daily productivity tracking, live monitoring and provides agent level feedback
- Daily status reporting to client
- Communicate data in clear manner to the RTA team and operations Evaluate large amount of data, coach CSR / Tier 2 on quality-of-service Complete QA and coaching session
- Report scripting problem or questions from callers to appropriate department
- Research escalated issues thoroughly and co-deliver coaching opportunities to CSR with team
- Enhanced productivity levels by anticipating needs and delivering outstanding support
Team Lead
InTouch CX
08.2020 - 07.2021
- Provide Real Time Monitoring queue management system to ensure that adequate staffing is always available
- Coached and trained new team members
- Provide support to the sales process which include calls, e mails, chat, and escalating the issue to the appropriate department
- Provide support to the Team Oversight
- Worked on web based Zendesk tickets, managed scheduled, coordinates the distribution of paychecks and direct deposit
- Tasks assignment, productivity tracking, live monitoring, providing agent level feedback and coaching to team members
Team Lead
TTEC - Verizon
Winnipeg
08.2020 - 01.2021
- As Assistant Manager for Customer support executive - contract position
- Performed duties as below
- Design reports which align with corporate strategy
- Promoted to lead service position to recruit, train and supervise 50+ CCRs
- Managed front and backend operations to ensure friendly and efficient transactions at check-out
- Combine data from multiple sources to develop understanding
- To assist in identifying reporting tool
- Represent the function in working groups
- Work with data and business team to obtain and manipulate the data needed to support analysis
- Tasks assignment, productivity tracking, live monitoring, providing agent level feedback and coaching to team members
- Perform quality assessment, attending regular meetings and contributing to continuous improvement suggestions to team and supervisor
- Regular and timely status reporting with risk and issues along with mitigation/backup plan on things like attrition
Assistant Operation Manager
Axis Bank
Pune, India
01.2014 - 12.2014
- Manage the operations reporting team by prioritizing the projects
- Manage knowledge database of information, timely updates, and communication between various department
- Work closely with internal and external stakeholder and with senior leadership team to solve issues on the network
- Verification and work monitoring of team for customer KYC documents and uploading in the database after scanning & sampling
- File Log-in and sanctioning
- Supporting HR processes, Recruitment & systems Contract document generation & Absence management, delegation of work to other subordinates
- Pre-screening Short-listing candidates and nominating newly recruited candidates for required training
Assistant Manager
HDFC Bank
Pune, India
06.2011 - 12.2012
- Support in gathering and preparing information with HR team member – including case review, investigation, and reporting
- Coordinate and manage special project and assignment
- Managing accounts (current and saving)
- Systems Contracts document generation, Backoffice handling, Evaluate large amount of data and data entry, HR processes, recruitment
Education
Bachelor of Engineering – Information Technology -
Sipna Engineering College, Amravati, India
06.2009
Payroll Compliance ( PCP )
Red River Collage
Skills
- Office 365
- SharePoint
- Schedule Management
- Production Monitoring
- JIRA
- Zendesk
- Analytical
- Problem-solving
- Decision-making
- Multitasking
- Self-management
- Teamwork
- Influencing
- Communication
- Quick learner
- Fast-paced environment
- Positive attitude
Languages
- English
- Hindi
- Marathi
Timeline
Team Lead - Payroll Compliance
Payworks Canada
12.2023 - Current
Team Lead Manager
Alight Solutions
08.2022 - 11.2023
Workflow Manager
InTouch CX- Govt. Of Manitoba
07.2021 - 07.2022
Team Lead
InTouch CX
08.2020 - 07.2021
Team Lead
TTEC - Verizon
08.2020 - 01.2021
Assistant Operation Manager
Axis Bank
01.2014 - 12.2014
Assistant Manager
HDFC Bank
06.2011 - 12.2012
Bachelor of Engineering – Information Technology -
Sipna Engineering College, Amravati, India
Payroll Compliance ( PCP )
Red River Collage
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