Priyanka Priya

Operations professional with 4+ years of experience in overseas education services, team leadership, process management, stakeholder coordination, and customer experience operations. Experienced in managing end-to-end operational workflows, leading counseling teams, monitoring Key Performance Indicators (KPIs), ensuring Service Level Agreement (SLA) compliance, and preparing Management Information System (MIS) reports using Microsoft Excel. Skilled in process improvement, workflow optimization, documentation management, team mentoring, and cross-functional collaboration.

Proven ability to analyze operational performance, resolve escalations, improve service delivery, and support business objectives in a fast-paced environment.

Process Associate – Senior Destination Head (USA Operations & European Countries) - Beyond Borders – Overseas Education Services - Bengaluru

(2025-10)

• Lead and manage an 8-member operations team, ensuring productivity, service quality, and achievement of operational targets.
• Manage day-to-day operational activities including workflow coordination, documentation review, application tracking, and stakeholder communication.
• Monitor team performance through Key Performance Indicators (KPIs), productivity tracking, turnaround time, and quality parameters.
• Ensure adherence to Service Level Agreements (SLAs) by monitoring process timelines and improving operational efficiency.
• Prepare Management Information System (MIS) reports, performance trackers, and operational dashboards using Microsoft Excel to support management decisions.
• Coordinate with internal teams, university representatives, and external stakeholders to ensure smooth process execution.
• Handle complex escalations by identifying issues, coordinating resolutions, and ensuring timely closure.
• Develop process guidelines, training materials, and Standard Operating Procedures (SOPs) to improve team consistency.
• Conduct team training, mentoring sessions, and knowledge-sharing activities to improve performance and service quality.
• Analyze operational trends and identify opportunities for workflow improvement and enhanced customer experience.

Senior Admission Counselor - Texas Review India Pvt. Ltd. - Bengaluru

(2022 - 2025-09)

• Led and mentored a 6-member counseling team, ensuring achievement of operational goals, service standards, and quality expectations.
• Managed complete customer lifecycle processes including profile evaluation, documentation coordination, application tracking, and follow-ups.
• Maintained accurate records through Customer Relationship Management (CRM) systems and operational tracking tools.
• Prepared daily, weekly, and monthly performance reports using Microsoft Excel to track team productivity and business performance.
• Coordinated with university representatives and internal teams to ensure timely completion of process requirements.
• Monitored workflow progress, identified delays, and supported process improvements to enhance customer experience.
• Conducted training sessions and mentoring activities to improve team capability and operational consistency.
• Managed customer escalations and provided timely solutions through effective communication and coordination.
• Supported leadership with operational insights, performance updates, and process improvement suggestions.

Master of Public Administration - Public Administration - Karnataka State Open University (2019 - 2022)

Bachelor of Communication and Journalism - Communication and Journalism - University of Mysore (2014 - 2017)