Priyanka Dey

Led inbound tele-sales with responsibility for performance management, coaching, and motivation to support team productivity and retention. Managed MIS-based feedback, ensured documentation and compliance, handled customer complaints, and supported recruitment and quality sessions for new hires.

Managed lead inbound telesales efforts for Business Support Services while overseeing performance management including goal setting, coaching, and employee recognition. Drove collections-related outcomes by planning dialer strategies, assigning accounts, analyzing MIS reports, ensuring compliance, and handling escalations.

Managed a team of 18–20 advisors for voice credit card collections, supporting 1–2 cycle onshore operations and ensuring quality targets were met. Conducted call auditing and refresher training, maintained core MIS/reporting, proactively resolved people issues to control attrition, and handled client escalations for UK stakeholders.

Served as a process expert for US mortgage customer care, focused on customer account resolution and handling escalated cases. Mentored and retrained resources to improve productivity and accuracy while implementing quality procedures and supporting quality targets.

Worked on US credit card outbound collections for 1–6 month delinquent accounts while following the Fair Debt Collection Act. Ensured quality by aligning with collection compliance requirements and supporting customer-focused resolution processes in an international vendor environment.

Completed a Diploma in Public Relations from Bhartiya Vidya Mandir during 2004–2005.

Graduated from the University of Delhi in 2005 with an academic foundation in economics.

Completed Higher Secondary education (Science stream) from A.P.S, Delhi in 2002.

Completed an Advance Diploma in System Analysis and Management from IEC, New Delhi.