Summary
Overview
Work History
Education
Skills
Additional Competencies
Personal Information
Timeline
Generic

Priyanka Pandey

Team Manager
Thane

Summary

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 7 years of extensive leadership in Telecom and Retail, spearheading QRC Management, Call Center Operations, and Quality Assurance. Led cross-functional teams to enhance service delivery, operational efficiency, and customer satisfaction.

Overview

12
12
years of professional experience
6041
6041
years of post-secondary education
3
3
Languages

Work History

Team Manager – Assisted Care

Reliance Jio Infocom Ltd
09.2021 - Current
  • Managing a unit of contact center operations for Maharashtra zone from complaint management perspective for Jio fiber (150 associate and 8 support staff)
  • Major KPI’s in current role – SLA adherence for Complaints / Request / Enquiries received in contact center
  • EQ & IQ Scores improvement month on month.
  • Reduction of complaints by 10% every month by highlighting process / system related gaps by sharing timely RCA with respective departments contributing towards complaints.
  • Responsible for reducing backend dependency thru driving projects on Automation & Self Help penetration based on QRC analysis & Timely conducting VOC to understand customer pain areas.
  • Responsible for reducing AHT and repeat by timely process revision/correction based on VOC
  • Regular calibration with leads for ensuring standardization of process pan India.
  • Track attendance daily and maintain an acceptable adherence rate

Shift Lead (Shift in Charge)

Reliance Retail Industries Ltd
10.2019 - 09.2021
  • Managing Service Desk – Remote Team
  • Responsible for driving major KPIs - Abandons, Ticket SLAs, Reopen, and Follow Ups and email escalation.
  • Managing Pan India ticket management perspective for retail store formats
  • Handle 2nd Level Escalations and drive it till resolution
  • Address client escalations, Gap analysis & revisit Control Mechanisms
  • Drive Quality, Compliance & Surveys along with Quality Team.
  • Designed layouts & built logic for Automations
  • Carried out various projects for process improvement
  • Call volume deflection
  • AHT reduction
  • Ticket volume deflection through automations in SD Portal
  • Auto assignment of tickets / Mass pull
  • Internal Portal enhancements for automations
  • Contributed in KM portal development
  • Reduce ticket escalations from L1 to L2 teams to improve FCR
  • SLA miss analysis
  • Managing Service Desk with 4 Team Leads & 7 Team Coach (70+ Remote Engineers)

Senior Executive

Reliance Jio Infocom Ltd, RCP
08.2016 - 10.2019
  • Responsible for ensuring successful implementation of System Enhancements, by handling User Acceptance Test (UAT) process for all Projects, Change Requests and other initiatives pertaining to Customer Service Applications and Processes.
  • Ensure SLA adherence by the performer group through Real Time monitoring & Escalations for complaints wherever breach of TAT is observed.
  • Ensure high quality of resolution on complaints provided by sharing Daily / Weekly & Monthly Audits observations to the Performer Groups & Highlighting them to Senior Leadership in Cross Functional meets held Monthly / Fortnightly
  • Publish Daily / Weekly / Monthly Reports to Business Team on customer VOC to identify opportunities to Improve Process / Product & Technology to achieve Customer Delight.(by auditing)
  • Perform Testing & Approve of New CS Related Applications & front end tools before moving them to Production.
  • Maintain professional and technical knowledge by tracking emerging trends in call centre operations management
  • PAN INDIA ID Management Desk – Creation/Deletion/Modification/Enable of all tools/apps used by different teams. Creating the ID’s and domain for the users also providing support if stuck.

SME British Gas and Electricity Process

WNS Global Pvt Ltd.
01.2013 - 07.2016
  • Handled end-to-end resolution of customer complaints and requests via email by coordinating with multiple internal departments for timely follow-ups and closure.
  • Delivered On-the-Job Training (OJT) to new agents, ensuring smooth onboarding and knowledge transfer.

Education

MBA - Pursuing

Amity University
Noida, India
08-2025

Bachelor of Science - Information Technology

Mumbai University
Mumbai, India
04.2001 - 01.2008

HSC - Science

Mumbai University
Mumbai, India
06-2005

SSC -

Mumbai University
06-2003

Skills

    Operational excellence

    Influencing skills

    Succession planning

    Team leadership

    Teamwork and collaboration

    Customer relationship management

    Decision-making

    Analytical skills

    Managing operations and efficiency

    Process improvement

Additional Competencies

  • Customer Delivery Operations
  • Complaints Management
  • Customer Delight
  • Call Center Operations
  • Root Cause Analysis
  • CSAT
  • Customer Life Cycle
  • Daily Updates Management
  • SLA Adherence
  • Process Re-engineering
  • Team Management
  • CS Projects

Personal Information

  • Father's Name: Rajendra Prasad Tiwari
  • Date of Birth: 04/15/88
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Married

Timeline

Team Manager – Assisted Care

Reliance Jio Infocom Ltd
09.2021 - Current

Shift Lead (Shift in Charge)

Reliance Retail Industries Ltd
10.2019 - 09.2021

Senior Executive

Reliance Jio Infocom Ltd, RCP
08.2016 - 10.2019

SME British Gas and Electricity Process

WNS Global Pvt Ltd.
01.2013 - 07.2016

Bachelor of Science - Information Technology

Mumbai University
04.2001 - 01.2008

MBA - Pursuing

Amity University

HSC - Science

Mumbai University

SSC -

Mumbai University

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Priyanka PandeyTeam Manager