Sai Priya M

• Implemented business strategies, increasing revenue, and effectively targeting new markets.

• Franchise owner responsible for establishing, operating, and managing a preschool center, implementing Kidzee's pedagogical methods and ensuring quality education standards.
• Handling local marketing, student enrollment, staff management, and adherence to Kidzee's brand guidelines to maintain service quality and operational standards.
• Recruiting and managing qualified teachers and support staff, often supported by training from the franchisor.

To establish and operate a Kidzee preschool that upholds the brand’s educational standards, creates a nurturing learning environment for children, and delivers consistent value to parents and stakeholders.

• Managed customer interactions related to credit card accounts, including billing inquiries, transactions, and account maintenance.
• Assisted customers with card activation, PIN generation, credit limit information, and statement interpretation.
• Investigated and resolved billing disputes, chargebacks, and unauthorized transaction cases in accordance with defined SLAs.
• Provided clear guidance on payment options, EMI conversions, interest calculations, fees, and penalty charges.
• Educated customers on reward programs, cashback offers, and card benefits, enhancing customer engagement.
• Conducted customer authentication and KYC verification in compliance with banking and regulatory standards.
• Ensured accurate documentation of customer interactions using CRM and ticketing systems.
• Maintained high levels of customer satisfaction, first-call resolution, and quality scores.
• Adhered strictly to RBI guidelines, internal policies, and data privacy regulations.
• Effectively handled customer escalations, ensuring timely and satisfactory resolution.

• Led queue management operations, leveraging data analysis and performance metrics to drive stack ranking and productivity improvements.
• Oversaw real-time floor operations, monitoring attendance, call volumes, and agent performance while enforcing operational discipline and service standards.
• Owned workforce planning and logistics, ensuring optimal resource utilization to meet service levels and business goals.
• Directed the preparation and timely dissemination of deviation, performance, and trend reports, providing actionable daily insights to clients and stakeholders.
• Spearheaded weekly staffing and shift scheduling, aligning workforce capacity with demand forecasts and operational requirements.

• Led the implementation of cost-effective, accurate, and stress-free payroll solutions, ensuring compliance and operational efficiency.
• Partnered with US-based clients to streamline payroll operations and resolve issues related to federal and state tax regulations.
• Coordinated a matrix of technical support functions, ensuring seamless cross-functional collaboration and issue resolution.
• Managed and mentored a high-performing team, while serving as the primary interface with senior executives and corporate clients.

• Led and supervised a credit card customer service team, ensuring consistent delivery of service quality, productivity, and compliance standards.
• Managed real-time queue operations, call flow, and workload distribution to meet SLA, AHT, and FCR targets.
• Coached, mentored, and developed team members through regular performance feedback, call evaluations, and skill-building sessions.
• Oversaw handling of credit card operations including billing inquiries, disputes, chargebacks, EMI conversions, payments, and card benefits