Priyanka Mani

- Voice Process – Idea and Vodafone
Handled customer queries for both Idea and Vodafone users, including:

• Resolving issues related to incorrect deductions.
• Providing notifications regarding activated packs and associated charges.
• Assisting customers in selecting better talk time and recharge plans based on their usage.

Key Responsibilities:

• Managed postpaid elite customers by clarifying billing charges, notifying them about bill due dates, and assisting with bill closure.
• Handled escalation calls over a 6-month period, addressing concerns of irate customers and ensuring resolution or proper escalation to the next level.
• Provided support for internal transfer calls and offered assistance to the technical team within the process.

• Handled inbound calls for Alamo and National Car Rentals based in the US and Canada.
• Part of a specialized Lost and Found team, assisting customers in locating items lost in rental cars or at pickup/drop-off airport locations.
• Responsible for maintaining the internal quality report for the team.

The company was initially "Altisource" later it was taken over by polyplay and now curently Transoworld systems india pvt ltd.

-Processor exception (2018 - 2022)

• Accountable for processing home, flood, and wind insurance policies, requesting premiums to the carrier ensuring the same is disbursed on time and maintaining records for the same
• Accoubtable for internal audits for the team to ensure process accuracy within the team.
• Assisting the new hires in terms on process queries

- Floor lead, Mr.cooper exceptiins and SSP function (2022 - 2024 )

• Ensuring the Start, mid and end of the day volumes reports is sent on time to the clients
• Assisting the team and cross utilized team with process related queries
• Taking refresher training for the team on a weekly or a montly basis
• Cascading new updates related to process to the team
• Doing internal audits for the team
• Ensuring to complete the given volumes for the day without going out of SLA
• Processing loans when required to complete the SLA items

- Team lead, SSP function (2024 till date )

Managing a team of 42 members, responsibld for maintaining 100% production and 98.50% quality standards, while also achieving a minimum team attendance rate of 75%

Key responsibilities include

• Preparing the planning for the day's volumes and capacity
• Ensuring all the reports are sent on time including volumes, attendance,production,quality
• Responding to escalation emails and providing feedback to the concerned associates on a timely manner
• Maintaining master error tracker to ensure errors are not being repeated and asaociates are aware were they stand in terms of quality and errors for the month
• Doing call and loan audits for the team to ensure associates are processing and following the right procedures
• Assisting the team in absence of the floor lead
• Reviewing the monhtly incentives file for 42 members and requesting for corrections or arrears if any
• By end of the month, ensuring associates are achieving the set target and to come up with neccesary action plans to achieve them

- Was handed over another function with a headcount of 20 and also was trained, as the teams quality was not met for last 3 months and had huge volumes.

Team lead (Cenlar)

Key responsibilities -

• Doing internal audits for the team to understand the trend in errors
• Analysing the quality concerns in order to fix and achieve the client target of 98.50%
• Allocating the work to the team accordingly and getting the volumes cleared smoothly, without going out of SLA
• Interacting with the onshore team in terms of assignment of work