Priya M Preman
Singapore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company and customer success. Innovative and goal-oriented Management professional committed to Operational Excellence, team player skilled at mediation and conflict resolution.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager
RM Education Solutions
2022.07 - Current
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Assisted customers with delivering new changes to support business changes.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Made customers aware of current and new programs and services.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements, providing inputs on service improvement plan through continuous improvement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Delivered the profit and revenue targets for the contract working with the Account Director.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Delivered services in accordance with contracted service levels and other contractual obligations that may be in place, including risk management.
- Supported the Account Director for delivering existing services to the customer's satisfaction, ensuring they are aware of any benefit provided.
MANAGER OPERATIONS
RM Education Solutions India Pvt Ltd
2020.01 - 2022.06
- Supported in planning various business transitions across new/existing projects by closely working with cross-functional stakeholders, collaborating with various teams like CRMS, Development, Corporate Governance and Senior Leadership
- Lead and managed the Service Delivery Management team responsible for Service Delivery Operations, Service Desk functions , Supply Chain Management and Operations Governance - thereby play a key role in change management, incident management & governance & compliance through continual service improvement and implementation of ITIL best practices adding value to organization
- Identified and evaluated the performance data for Ops functions through implementation of appropriate key performance matrix, determining the effectiveness of different strategies and plans to ensure delivery of service is aligned with demand management
- Played a key role in identification of risks to business through effective risk management and derived at mitigation plans with minimal impact to business
- Supported continual improvement of overall business operations functions through process automation and bringing in cost savings to business.
- Transition management including gap and requirement analysis, process development and resource planning adding a headcount of 5 to the existing team of 13.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed detailed plans based on broad guidance and direction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
SUPPLIER MANAGER
RM Education Solutions India Pvt Ltd
2018.01 - 2020.12
- Manage the Supply chain Management for the assessment division and the various suppliers to ensure the supplier operations delivery are aligned with customer contracts
- Work with key suppliers and ensure supplier delivery is in line with the KPIs agreed and identify continual service improvements to benefit customers and organization
- Identify and implement governance plans to help maintain healthy relationships with suppliers
- Work collaboratively with suppliers on risk management thereby minimizing the risks to the end customer
- Engage with suppliers on transition of critical services to cloud based solutions through effective project management bringing in cost reductions for supplier and end customer
- On assignment to the UK for adding 2 more suppliers to the existing portfolio of 2 thereby expanding the scope for the team.
TEAM LEADER
RM Education Solutions India Pvt Ltd
2017.04 - 2018.01
- Lead the Helpdesk team supporting the E-marking of various awarding bodies using assessment products
- Ownership of the Service Desk team comprising 1st line and 2nd line support across different customers
- Ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests through abiding Service Level Management
- Ensuring the team adheres to the incident management process and identify training requirements for the team in Staffware and Service Now
- Ensure the team resolves the tickets within the agreed SLAs through monitoring of service tickets through Email/Inbound calls/Bomgar chats and ensure customer service is timely and accurate on a daily basis
- On assignment to the UK for transition of inbound calls and Support online requests thereby increasing the headcount by 2 to the existing 1.
PROCESS LEAD
RM Education Solutions India Pvt Ltd
2014.12 - 2017.03
- As the process expert manage the assessment operations function by taking up a key role leading various data validation and reconciliation processes
- Manage the daily operations of the assessment service delivery team and consultants during the peak periods and work through data analysis and quality checks as agreed with customers
- Transition and automate processes using ServiceNow implementation thereby reducing the manual element and errors
- Automation of processes bringing about a reduction of 4 headcounts for the whole year through implementation of RPA
- Continually identify key improvement areas of business and ensure continual improvement throughout
- Engage with suppliers and customers placed globally, understand the requirements and assist in various operational activities for a smooth delivery
- Sent on assignment to the UK for transition of 4 additional customers thereby expanding the scope of support of the existing customers and adding new customers to the portfolio.
SENIOR EXECUTIVE
RM Education Solutions India Pvt Ltd
2010.10 - 2014.11
- Update the senior management flight decks and help support the business decisions on sales/Order Intake /Marketing for senior management
- Publish MIS reports using SQL on demand for various marketing functions and Sales Directors
- Transition old SQL reports to Tableau as process improvement thereby reducing the timelines for publishing reports and automating the generic reports thereby reducing the manual element
- Provide insights on Sales/Leads for head of sales and senior management weekly /daily and as requested
- Generate data for marketing campaigns using MS-Access for marketing teams on request
- On assignment to the UK for transition of business intelligence team from UK to Indian offices.
Quality Analyst
Sutherland Global - Cochin /Chennai
2007.11 - 2010.10
- Audit calls and bomgar chats and provide guidance to the team
- Ensure the team is trained on updates and conduct client calibrations in Avaya
- Drive the team through effective feedback and improve customer satisfaction scores
- Update senior management on team progress and ensure target delivery.
Customer Care Executive
Brightpoint India Pvt., Ltd
2006.05 - 2007.11
- Be the face of the company
- Attend customer queries on the phone and walkins at the service centre
- Advise the customer on queries related to product insurance and replacement policies
- Coordinate with the headquarters on inventory around replacement parts and replacement handsets
- Ensure customer grievances and feedback are thoroughly escalated to respective teams for corrective actions.
Education
Bachelor of Arts - Economics
Mahatma Gandhi University
India04.2002
Skills
- Account Management
- Customer Relations
- Process Improvement
- Budgeting & Forecasting
- Project Management
- Demand Management
- Inter-department collaboration
- Data Analysis
- Managing Operations and Efficiency
Accolades
- Winner of 7 Five To Drive GLOBAL AWARDS
- STAR OF THE QUARTER - 2015 & 2018
- VARIOUS MONTHLY RECOGNITIONS
Out of the box engagements
- Active participation in various organizational forums including RM Enabler, Diya Women Forum. Green RM, Space Events, ESI Care etc.
Certification
ITIL Intermediate Service Operations
Prince2 Practitioner in Project Management
Prince2 Foundation certification in Project Management
Timeline
Customer Relationship Manager
RM Education Solutions
2022.07 - Current
MANAGER OPERATIONS
RM Education Solutions India Pvt Ltd
2020.01 - 2022.06
SUPPLIER MANAGER
RM Education Solutions India Pvt Ltd
2018.01 - 2020.12
TEAM LEADER
RM Education Solutions India Pvt Ltd
2017.04 - 2018.01
PROCESS LEAD
RM Education Solutions India Pvt Ltd
2014.12 - 2017.03
SENIOR EXECUTIVE
RM Education Solutions India Pvt Ltd
2010.10 - 2014.11
Quality Analyst
Sutherland Global - Cochin /Chennai
2007.11 - 2010.10
Customer Care Executive
Brightpoint India Pvt., Ltd
2006.05 - 2007.11
Bachelor of Arts - Economics
Mahatma Gandhi University
ITIL Intermediate Service Operations
Prince2 Practitioner in Project Management
Prince2 Foundation certification in Project Management
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