Priya Daryanani

Customer Escalations Executive with 11+ years supporting Singapore Airlines via Wipro. Expert in CEO-level escalations, service recovery, and complaint resolution. Proven leader balancing customer satisfaction with business objectives in high-velocity environments.

Team Leader – Singapore Airlines Reservations - Wipro India - India

(2025-03 - 2026-05)

• Led end-to-end resolution of CEO and executive-level escalations across reservations, ticketing, refunds, and travel disruptions
• Managed and coached a team of 10–12 customer service professionals, driving escalation handling and service quality
• Spearheaded service recovery initiatives including compensation approvals, ticket reissues, and customer retention efforts

Acting Team Leader | Subject Matter Expert | Quality Analyst | Senior Customer Service Associate - Wipro India - India

(2014-06 - 2025-02)

• Resolved complex escalations across voice and email channels covering refunds, fare disputes, cancellations, and reissues
• Trained and mentored new-hire batches on airline policies, Amadeus systems, and escalation management best practices
• Delivered end-to-end case ownership and cross-functional coordination to close complaints within SLA targets

Higher Secondary Certificate - HSC - Jai Hind College, Mumbai

Secondary School Certificate - SSC - St. Anne's High School, Mumbai