Priyanka Ekka Email and Phone Number

Operations, Technical support

Team handling and client services. Also handled the Social Media platform for the European client. Handled voice as well as emails. Mentoring, coaching and Quality checks were integral part of the JD.

Team, Performance and Client management.

Manager, Business Development and Strategy Recommended to start in-house Café as diversification strategy for higher revenue flow. Prepared the Business plan and operationalized the Café from scratch, currently responsible for overall operation and management. Established long term deals with raw material suppliers and clients. Trained the production and logistics team on process development. Streamlined production- from raw materials procurement, inventories, work in… Show more Manager, Business Development and Strategy Recommended to start in-house Café as diversification strategy for higher revenue flow. Prepared the Business plan and operationalized the Café from scratch, currently responsible for overall operation and management. Established long term deals with raw material suppliers and clients. Trained the production and logistics team on process development. Streamlined production- from raw materials procurement, inventories, work in progress and finished goods. Show less

Lead a Specialist team of 21(6 Lines of business) to ensure customer's account audit along with account correction and thus attaining Business Goals. Established direct daily operations as a liaison between clients, supervisors, and team members. Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Involved in daily Client interactions to perform quality… Show more Lead a Specialist team of 21(6 Lines of business) to ensure customer's account audit along with account correction and thus attaining Business Goals. Established direct daily operations as a liaison between clients, supervisors, and team members. Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Involved in daily Client interactions to perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives on key deliverables and soft issues.Provided hands on experience to the team in case of problems both through direct intervention and mentoring.Developed strong inter-personal relationships with the team to cohesively bond them together with the company and integrate them with the vision and core-values.AchievementsSelected as the only Team Leader for 6 LOBs for AT&T Backend process.Continuously recognized for very high rate of Retention. Performance has been consistently outstanding throughout the tenure with Convergys. Show less

Handled inbound calls relating to AT&T residential phone services that included Customer service and Sales.Provided high level of services by effectively responding to all queries from the customers critical to quality, achieving high quality scores. Mentored new hires and other agents to come up the learning curve by grooming them in all respects- closely monitoring the performance of the agents on calls and work on the problem areas by implementing the training program for them… Show more Handled inbound calls relating to AT&T residential phone services that included Customer service and Sales.Provided high level of services by effectively responding to all queries from the customers critical to quality, achieving high quality scores. Mentored new hires and other agents to come up the learning curve by grooming them in all respects- closely monitoring the performance of the agents on calls and work on the problem areas by implementing the training program for them. Voted as one of the best mentors. Show less