Priyam Halder

Experience

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  Wipro BPO

  Sept 2006 - Feb 2008

  Senior Executive

  Provided expert first-line troubleshooting for laptop-related issues, resolving numerous customer inquiries monthly and enhancing user satisfaction.Delivered timely technical support for laptop-related issues, resolving the majority of cases efficiently to enhance team productivity.Achieved high customer satisfaction rates by implementing efficient resolution strategies, enhancing service delivery and team performance.Capitalized on up-selling opportunities, contributing to significant revenue growth within a short period. Show less

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  HSBC Global Technology India

  Aug 2008 - Jun 2022

  IT Service Desk Analyst

  Supervised and supported a team of analysts to enhance incident resolution processes, significantly improving response time and customer satisfaction ratings.Facilitated effective communication between cross-functional teams, enhancing escalation resolution efficiency through comprehensive technical training.Led escalations to resolve high-severity incidents, reducing service delays and enhancing customer satisfaction.Acted as the primary liaison with the Line of Business (LOB), enhancing collaboration and project delivery efficiency.Streamlined collaboration with Compliance & Audit Teams, improving audit report accuracy and remediation recommendations.Conducted technical training sessions for the team, enhancing proficiency in support tools and emerging technologies, leading to increased team efficiency.Established and maintained comprehensive knowledge management processes, enhancing operational efficiency through streamlined SOP creation.Streamlined team operations during unmanned shifts, enhancing productivity and overall team efficiency.Ensured schedule adherence and provided floor support, achieving high compliance with service level agreements.Enhanced team capabilities by upskilling in Lotus Notes, Outlook, and Remote Enterprise tools, ensuring seamless support and operational continuity. Show less

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  Mphasis

  Jun 2022 - Dec 2023

  Streamlined escalation processes, enhancing transactional quality control and significantly reducing resolution time across IT operations.Executed stakeholder management and quality improvement initiatives, effectively reducing issues through root cause analysis.Enhanced response efficiency by implementing comprehensive escalation protocols, greatly improving problem-solving through knowledge sharing.Implemented quality improvement initiatives that increased service delivery efficiency and boosted customer satisfaction ratings.Performed comprehensive root cause analyses (RCAs) to pinpoint underlying issues, leading to a reduction in recurring problems.Executed corrective and preventive actions (CAPA), reducing recurrence rates and enhancing compliance.Implemented measures to enhance proactive cross-functional collaboration, reducing escalation incidents and improving response time.Designed and implemented comprehensive training programs, enhancing team skills and boosting issue resolution efficiency.Enhanced visibility on Escalation KPI metrics by designing an interactive dashboard via ServiceNow. Show less Standardized induction processes, enhancing operational efficiency and ensuring high adherence to schedules.Resolved client escalations by implementing effective solutions, significantly enhancing customer satisfaction across both voice and non-voice channels.Improved customer satisfaction ratings by streamlining communication processes for resolving client escalations.Optimized team rosters, enhancing overall operational efficiency and schedule adherence.Identified and analysed training gaps, leading to targeted skill development programs that improved team performance.Implemented comprehensive call and chat audits, enhancing quality standards and increasing customer satisfaction.Resolved technical issues with the chat tool, reducing call and chat volume through strategic collaboration with development teams and stakeholders.Facilitated the onboarding process for new team members, enhancing team integration and reducing ramp-up time. Show less

  • Escalation Manager

    Nov 2022 - Dec 2023

  • Assitant Team Leader

    Jun 2022 - Nov 2022
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  Revolut

  Jan 2024 - Apr 2024

  Team Leader - Services Support - Retail Credit Core

  Consistently met KPI objectives as a Team Leader, enhancing team performance through targeted management strategies.Trained team members in essential soft skills, improving customer engagement and overall satisfaction ratings.Led a team to implement the Customer Experience Framework, significantly enhancing chat quality and customer satisfaction scores.Conducted comprehensive knowledge gap assessments with the CX team, boosting team performance and customer satisfaction.Updated knowledge bases to ensure accuracy and relevance, improving team efficiency.Addressed high team attrition by successfully recruiting new members across multiple sectors, enhancing team stability and performance.Facilitated weekly one-on-one meetings to improve team communication, leading to better overall team performance.Organized team gatherings and provided feedback, enhancing team cohesion and productivity.Developed and launched interactive dashboards in Looker, improving visibility on KPI metrics. Show less

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  IG Vault

  Mar 2025 - now

  Business Development and Portfolio Management - Bengal Head

  Business Expansion | Lead Conversion | Recruitment | Training