Priyanshi Sharma profile photo 1 on Tal

Priyanshi Sharma

Associate Process Manager @ eClerx

Pune District

5+ years of work experience

eClerx
Feb 20266 mosPresent

Pune District, Maharashtra, India

Alorica
Aug 20241 yr 2 mosSep 2025

Sahibzada Ajit Singh Nagar, Punjab, India

● Owned day-to-day delivery for a 25-member customer service team, ensuring consistency across productivity, quality, adherence and customer experience KPIs. ● Took ownership of live queue performance, prioritizing escalations, reallocating resources and supporting agents in real time during high-volume periods. ● Stabilized team performance by identifying early warning signals across metrics and executing corrective action plans through focused coaching. ● Acted as the first point of escalation for complex customer issues, ensuring resolution without client impact. ● Controlled shrinkage and attrition through proactive engagement, feedback and performance accountability. ● Built a culture of ownership by conducting structured one-on-one reviews, performance discussions and development planning.
Chandigarh Group of Colleges, Landran, Punjab
Dec 20238 mosJul 2024

Kharar, Punjab, India

● Led counselling operations for prospective students and parents across the end-to-end admissions lifecycle. ● Mentored junior counsellors on objection handling, follow-up discipline and conversion-focused conversations. ● Managed stakeholder communication with academic departments to ensure smooth onboarding of admitted students. ● Strengthened consultative selling, negotiation and stakeholder management skills, later applied to operational leadership roles. ● Maintained structured records of leads, conversions, and follow-ups to support tracking and reporting.
Teleperformance
May 20221 yr 8 mosDec 2023

● Led a 20-member voice support team, ensuring adherence to service-level agreements and quality benchmarks. ● Addressed underperformance and resistance to feedback through structured coaching, monitoring, and accountability plans. ● Handled escalated customer interactions and guided agents on premium queue handling and tool usage. ● Partnered with operations leadership on workforce planning and expense discipline aligned with demand. ● Supported new joiner training, nesting and skill enhancement, contributing to faster ramp-up and stability.
Teleperformance
Jun 20202 yrsMay 2022

● Delivered voice-based customer support while consistently meeting quality, productivity and compliance targets. ● Managed customer queries, service concerns and technical issues in line with defined processes. ● Earned recognition for process adherence, communication effectiveness and customer handling.

Education

Kurukshetra university

Bachelor of Computer Science, Computer Science

Kurukshetra university

20163 yrs2019

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Headline

Associate Process Manager @ eClerx

About

Results-driven Operations Team Leader with 5+ years of BPO and CX experience, including 3+ years in people leadership roles. Known for stabilizing team performance in high-pressure environments, managing 20–25 member teams, and taking ownership of CSAT, AHT, adherence, quality, shrinkage, and attrition outcomes. Trusted to handle L2/L3 escalations, premium queues, and sensitive client situations while driving accountability, coaching underperformance, and ensuring process compliance in metric-driven operations.

Location

Pune District

Work experience

Associate Process Manager at eClerx, Feb 2026 - Present · 6 mos, Pune District, Maharashtra, India

Team Manager at Alorica, Aug 2024 - Sep 2025 · 1 yr 2 mos, Sahibzada Ajit Singh Nagar, Punjab, India, ● Owned day-to-day delivery for a 25-member customer service team, ensuring consistency across productivity, quality, adherence and customer experience KPIs. ● Took ownership of live queue performance, prioritizing escalations, reallocating resources and supporting agents in real time during high-volume periods. ● Stabilized team performance by identifying early warning signals across metrics and executing corrective action plans through focused coaching. ● Acted as the first point of escalation for complex customer issues, ensuring resolution without client impact. ● Controlled shrinkage and attrition through proactive engagement, feedback and performance accountability. ● Built a culture of ownership by conducting structured one-on-one reviews, performance discussions and development planning.

Senior Team Lead at Chandigarh Group of Colleges, Landran, Punjab, Dec 2023 - Jul 2024 · 8 mos, Kharar, Punjab, India, ● Led counselling operations for prospective students and parents across the end-to-end admissions lifecycle. ● Mentored junior counsellors on objection handling, follow-up discipline and conversion-focused conversations. ● Managed stakeholder communication with academic departments to ensure smooth onboarding of admitted students. ● Strengthened consultative selling, negotiation and stakeholder management skills, later applied to operational leadership roles. ● Maintained structured records of leads, conversions, and follow-ups to support tracking and reporting.

Team Leader - Operations at Teleperformance, May 2022 - Dec 2023 · 1 yr 8 mos, ● Led a 20-member voice support team, ensuring adherence to service-level agreements and quality benchmarks. ● Addressed underperformance and resistance to feedback through structured coaching, monitoring, and accountability plans. ● Handled escalated customer interactions and guided agents on premium queue handling and tool usage. ● Partnered with operations leadership on workforce planning and expense discipline aligned with demand. ● Supported new joiner training, nesting and skill enhancement, contributing to faster ramp-up and stability.

Customer Service Executive - Operations at Teleperformance, Jun 2020 - May 2022 · 2 yrs, ● Delivered voice-based customer support while consistently meeting quality, productivity and compliance targets. ● Managed customer queries, service concerns and technical issues in line with defined processes. ● Earned recognition for process adherence, communication effectiveness and customer handling.

Education

Bachelor of Computer Science, Computer Science, Kurukshetra university