Priya Rawat

Technical Program Manager

Delhi, India6 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led automation projects reducing call volume by 60%
Saved ₹1.69 Cr/month through process optimization
Trained high-performing teams for operational excellence

Stackforce AI infers this person is a Program Manager in the B2C customer support and operations industry.

Contact

Skills

Core Skills

Operations ManagementData AnalysisQuality AssuranceTrainingCustomer SupportSales OperationsTechnical SupportDocument Management

Other Skills

Data PresentationLean Process ImprovementVendor ManagementEscalations ManagementAnalytical SkillsTraining & DevelopmentInterviewingQuality AuditingMySQLRoot Cause Problem SolvingCustomer Experience ManagementQUALITY COMPLIANCEClient RelationsCustomer Relationship Management (CRM)Edtech

About

Experienced Associate Program Manager with 5+ years of success in customer support, quality assurance, and delivery partner operations. Proven expertise in leading automation projects that reduced call volume by 60% and saved ₹1.69 Cr/month. Skilled in process optimization, escalation management, and vendor performance tracking. Lean Six Sigma-trained, with a sharp focus on data-driven decision-making, stakeholder collaboration, and continuous improvement. Known for driving cost efficiency, leading high-impact projects, and building high-performing teams across fast-paced, large-scale operations.

Experience

6 yrs 3 mos

Total Experience

2 yrs 1 mo

Average Tenure

4 yrs 11 mos

Current Experience

Zomato

4 roles

Associate Program Manager

Jul 2025 – Present · 10 mos · Gurugram, Haryana, India · On-site

Business Operations Lead

Jul 2023 – Jul 2025 · 2 yrs · Gurugram, Haryana, India · On-site

Senior Operations Analyst

Mar 2023 – Aug 2023 · 5 mos · Gurugram, Haryana, India · On-site

Product Alignment – Reducing the product cost.
OPERATIONS MANAGEMENT
o Vendor and In-house Management– Review with vendors on their last week overall performance and upcoming responsibilities and projects.
o Lead & handled central escalations group for pan India with over 1500+members for resolving the concerns of field coach/manager ensuring delivery partner satisfaction.
o Data-Driven – To find out the loopholes, to understand the root cause of the poor scores. Maintains the Month wise data, which can be shown in weekly reviews.
o Growth and expansion of business – Facilitated with creating robust processes and SOPs to improvise efficiency of the team. Working on growth and expansion of business by adding and managing new vendors to the platform.

Data PresentationLean Process ImprovementVendor ManagementEscalations ManagementAnalytical SkillsOperations Management+1

Quality Analyst

Jun 2021 – Mar 2023 · 1 yr 9 mos · Gurugram, Haryana, India · On-site

QUALITY, TRAINING & RECRUITMENT
o Monitoring & scrutinize Chats & Calls for In-house and Partner Sites.
o Educated employees to improve compliance with quality control protocols.
o Prepared weekly dashboard on Quality Deviations.
o Trained multiple new hired batches on process knowledge & soft skills.
o Worked on HTML to prepared multiple process.
o Closely monitored the performance of the BQ Agents based on their performance review conducted the refresher session to enhance customer & delivery partner experience.
o Shortlisted resume shared by vendors as per our requirements and evaluated the strengths and weaknesses of candidates through effective screening processes.
COMPLIANCE MANAGEMENT
o Identify root cause or trends of problem using analytical skills and working on resolving the issues ensuring customer/delivery partner satisfaction & process efficiency.
o Reviewing daily compliance reports and weekly audits.
o Reviewing non-compliance issues and taking appropriate action for process betterment.

Training & DevelopmentInterviewingQuality AuditingMySQLRoot Cause Problem SolvingCustomer Experience Management+4

Contactpoint 360

Quality Analyst

Oct 2020 – Jun 2021 · 8 mos · Gurugram, Haryana, India · On-site

o Handled international consumer business by selling client products to customers & Provided team support which includes handling escalations.
o Actively seek feedback from clients & Conducted coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.
o Participated in client calls and calibrations to help bridge the knowledge gap and to provide inputs for continuous process improvement.

Client RelationsCustomer Relationship Management (CRM)Quality AuditingSales OperationsEdtechCustomer Support

Kochartech

Technical Support Executive

Jun 2019 – Feb 2020 · 8 mos · Gurugram, Haryana, India · On-site

o Responsible for interacting with the clients and solving their queries over the email & calls regarding credit card bill payments/reward & Gems etc.
o Maintained the records of customer interactions and follow up with the clients ensuring relevant actions were taken on client’s complaints.
o Insight sharing with the management team for betterment of the process.

Customer LoyaltyEmail EtiquetteEscalation ResolutionFreshdeskCustomer Relationship Management (CRM)Technical Support

Authbridge

Customer Support Representative

Jul 2018 – Jan 2019 · 6 mos · Gurugram, Haryana, India

o Interacted with various employees of MNC & corporate companies over email & calls incase of any missing or incorrect documents for BGV purpose & Maintained the records of documents shared through email/courier.
o Responsible for document bifurcation (Education, Employment & Identify) & sharing the documents with correct department ensuring zero error.

BGVEmail EtiquetteDocument Management