Edwin Dmello

Results-driven Team Leader – BPO Operations with over 15 years of experience in customer service and operations management through webchat, calls, and email channels. Proven ability to lead high-performing teams, enhance customer satisfaction, and maintain SLA and quality compliance. Recognized for driving process improvements, building strong client relationships, and fostering a culture of continuous learning and excellence.

Team Leader – Operations - WNS Global Services Pvt Ltd.

(2010-06 - 2025-11)

• Lead a team of 20+ associates handling multi-channel customer support (Webchat, Calls, and Emails) for a leading utility client.
• Ensure daily SLA and quality compliance while maintaining strong client relationships.
• Conduct performance reviews, coaching sessions, and Performance Improvement Plans (PIPs) for underperformers.
• Prepare and present Weekly and Monthly performance reports for stakeholders.
• Oversee capacity planning, resource management, and training needs identification.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Maintain process documentation and facilitate knowledge updates across the team.
• Foster a positive work culture that motivates staff and reduces attrition.
• Achieved 100% SLA adherence for quality and turnaround metrics.
• Improved Customer Satisfaction (CSAT) scores through enhanced coaching and feedback.
• Recognized for excellence in client engagement and process improvement initiatives.

Sales Executive - Anand Rathi Securities Ltd.

(2008-01 - 2009-01)

• Managed client onboarding for Demat accounts and online trading platforms.
• Conducted product demonstrations and handled customer queries.
• Achieved consistent monthly account-opening targets through strategic engagement.

Customer Acquisition Executive - ICICI Bank Ltd.

(2006-01 - 2007-04)

• Responsible for current account sales and customer acquisition.
• Met clients to explain banking products and resolve service issues.
• Consistently met account-opening targets while maintaining customer satisfaction.

Bachelor of Commerce - B Com - Savitribai Phule University of Pune