PRIYANKA ROY
Abu Dhabi
Summary
Customer-focused and results-driven professional with over 9 years of experience in customer service, team leadership, and client relationship management within the consultancy, immigration, and automotive sectors. Proven expertise in leading cross-functional teams, managing B2B client portfolios, and overseeing company setup and post-incorporation processes in full compliance with UAE regulatory standards. Recognized for maintaining a zero-complaint record, optimizing service delivery, and driving customer retention through process improvement and proactive communication. Skilled in team management and leadership, with a strong ability to motivate, guide, and implement strategies that enhance overall performance and productivity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Team Leader
Plus UAE Group
04.2025 - Current
- Company Overview: Business Consultancy
- Lead a team of five professionals (Accountant, Admin Officer, Typist, PRO, and Customer Relationship Officer) ensuring seamless service delivery and high client satisfaction.
- Manage end-to-end business setup and post-incorporation services for ADNOC and other B2B clients, including licensing, documentation, and compliance.
- Maintain a 100% customer satisfaction rate with a proactive approach to issue resolution and client communication.
- Serve as the primary liaison between clients and internal departments to ensure timely deliverables and service consistency.
- Collaborate with government and free zone authorities to expedite documentation and regulatory approvals.
- Develop and enforce SOPs and service quality standards, resulting in improved efficiency and client retention.
- Conduct team training, performance evaluations, and briefing sessions to uphold service excellence.
- Analyze client feedback and implement continuous improvement initiatives to enhance service quality.
Visa Application Center Associate
BLS International
08.2023 - 08.2024
- Processed and reviewed visa applications for the Italy Embassy, ensuring regulatory compliance and accuracy.
- Advised applicants on visa requirements, conducted document verification, and managed application databases.
- Oversaw cash handling, appointment scheduling, and daily submission of applications to the mission.
- Promoted value-added services and ensured applicants received a seamless, professional experience.
Immigration Consultant
Trenity Group
01.2022 - 07.2023
- Provided Canada, Australia, and Europe immigration consultation for skilled professionals and students.
- Generated leads through digital platforms, delivered accurate program information, and guided clients on documentation.
- Handled end-to-end application management ensuring compliance with immigration regulations.
- Maintained high conversion and retention rates through professional counselling and client follow-ups.
Academic Advisor
Eaton Business School (Westford Group)
01.2021 - 09.2021
- Counseled students on academic programs and career pathways, ensuring alignment with institutional policies.
- Generated and nurtured leads, improving student enrollment and retention rates.
- Coordinated with university departments to provide comprehensive academic support.
MIS Executive
Newtech Medical Devices
07.2020 - 12.2020
- Managed medical product inventory, billing, and stock reconciliation across multiple hospitals.
- Coordinated with sales and logistics teams to ensure timely delivery and accurate recordkeeping.
Customer Care Representative (Various Roles)
Volvo (Scandia Motors)
06.2019 - 03.2020
- Handled high-volume inbound/outbound calls (90+ daily) and maintained an average 85% customer satisfaction rating.
- Trained new hires, managed CRM data, and executed post-sales follow-ups to ensure client retention.
- Awarded Best SPOC – CARDEKHO for maintaining a zero-complaint ratio.
Customer Care Representative (Various Roles)
Jeep (Landmark Lifestyle Cars Pvt. Ltd)
06.2017 - 08.2019
- Handled high-volume inbound/outbound calls (90+ daily) and maintained an average 85% customer satisfaction rating.
- Trained new hires, managed CRM data, and executed post-sales follow-ups to ensure client retention.
- Awarded Best SPOC – CARDEKHO for maintaining a zero-complaint ratio.
Customer Care Representative (Various Roles)
NEXA Faridabad (Vipul Motors Pvt. Ltd)
06.2013 - 06.2017
- Handled high-volume inbound/outbound calls (90+ daily) and maintained an average 85% customer satisfaction rating.
- Trained new hires, managed CRM data, and executed post-sales follow-ups to ensure client retention.
- Awarded Best SPOC – CARDEKHO for maintaining a zero-complaint ratio.
Education
Bachelor of Commerce - B.Com
Lovely Professional University
01.2017
Skills
- Customer Experience & Relationship Management
- B2B Client Servicing & Retention
- Business Setup & Regulatory Compliance
- Operations & Service Delivery Management
- Cross-functional Team Leadership
- Performance Evaluation & Coaching
- Process Improvement & SOP Implementation
- CRM Tools (Siebel, Tally ERP 90, MS Office)
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
Certification
- Digital Diploma in Operations Management – Alison (2020)
- Digital Diploma in Customer Service Management – Alison (2020)
- Advanced Excel – Udemy (2020)
AWARDS & ACHIEVEMENTS
Best Single Point of Contact (SPOC) Award – CARDEKHO for achieving zero complaints.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Customer Experience Team Leader
Plus UAE Group
04.2025 - Current
Visa Application Center Associate
BLS International
08.2023 - 08.2024
Immigration Consultant
Trenity Group
01.2022 - 07.2023
Academic Advisor
Eaton Business School (Westford Group)
01.2021 - 09.2021
MIS Executive
Newtech Medical Devices
07.2020 - 12.2020
Customer Care Representative (Various Roles)
Volvo (Scandia Motors)
06.2019 - 03.2020
Customer Care Representative (Various Roles)
Jeep (Landmark Lifestyle Cars Pvt. Ltd)
06.2017 - 08.2019
Customer Care Representative (Various Roles)
NEXA Faridabad (Vipul Motors Pvt. Ltd)
06.2013 - 06.2017
Bachelor of Commerce - B.Com
Lovely Professional University