Priyanka Singh

Human Resources & Administration

• Coordinated training and development programmes for a workforce of 310+ employees (60 staff, 250 labourers), ensuring alignment with organisational objectives and regulatory requirements.
• Managed end-to-end recruitment coordination, including interview scheduling and candidate communication, in collaboration with head office.
• Maintained accurate employee records and prepared HR reports in compliance with internal and external audit standards.
• Compiled audit documentation and liaised with auditors during internal and external compliance reviews.
• Designed and executed employee engagement initiatives; gathered and analysed workplace feedback to support retention strategies.
• Served as first point of contact for employee queries, delivering timely resolutions and supporting cross-functional HR operations.

Environment, Health & Safety (EHS)

• Led EHS activities including emergency mock drills, toolbox talks, safety committee meetings, incident reporting, and audit preparation.
• Ensured adherence to health and safety regulations and company EHS policies.

• Managed customer support operations through email and portal-based ticketing systems for enterprise clients including SAP, CISCO, and Khana Khazana within a fast-paced multinational environment.
• Handled client queries, service requests, and escalations while ensuring timely resolution and high customer satisfaction standards.
• Monitored SLA compliance by tracking response and resolution timelines across multiple client accounts.
• Maintained detailed query logs, prepared service performance reports, and supported operational review processes.
• Coordinated with internal departments to resolve technical and service-related issues efficiently.
• Assisted in process improvement initiatives to enhance workflow efficiency, service quality, and turnaround time.
• Worked within a lean multicultural team environment supporting daily customer service and operational requirements.
• Managed high-volume communication and maintained professional client relationships in a deadline-driven setting.

• Managed customer queries, complaints, and service requests while ensuring timely and professional resolution.
• Processed and analyzed NPS (Net Promoter Score) feedback data to identify customer experience trends and support reporting insights.
• Escalated complex customer issues to relevant departments and monitored resolution progress to ensure service closure within timelines.
• Maintained accurate customer records, interaction histories, and case updates within CRM systems.
• Coordinated with cross-functional teams to improve customer experience and operational efficiency based on feedback analysis.
• Assisted in identifying recurring service concerns and contributed to process improvement initiatives to enhance customer satisfaction.
• Handled customer communication across multiple channels while maintaining service quality and response standards.