Gazala Mirza

Seasoned operations and team management professional with over 15 years of experience across BPO, insurance, automotive, and telecom sectors, currently serving as a Senior Team Leader at Taurus BPO. Demonstrated expertise in leading high-performance teams, managing inbound/outbound processes, and driving operational excellence in customer service and sales environments. Proven track record in handling insurance policy-related processes such as VMER, HA, and PPMC with precision, while consistently meeting productivity and quality benchmarks.

Skilled in people management, resource planning, shrinkage control, live monitoring, and floor supervision. Strong background in sales and client servicing roles at Cars24 and Maruti Suzuki/Nexa, including car inspection coordination, dealer relationship management, vehicle auction operations, and lead generation. Known for delivering impactful coaching, fostering team engagement, and ensuring service quality through performance feedback, VOC monitoring, and structured training initiatives.

Recognized multiple times for leadership, FCR excellence, and escalation management. Adept at working in fast-paced, metric-driven environments with a commitment to delivering outstanding customer experiences and business outcomes.

Senior Team Leader - Taurus BPO - Indore

(2022-04)

• Managed outbound VMER calls, coordinating medical exams for insurance policyholders.
• Followed up with Aditya Birla clients to ensure timely completion of Health Assessments (HA).
• Handled inbound PPMC process by scheduling and rescheduling medical appointments for new policyholders.
• Delivered clear communication to clients regarding procedures, queries, and appointment confirmations.
• Maintained accurate records to support underwriting and timely policy issuance.
• Led a team of 30 CSRs, consistently achieving and surpassing productivity targets.
• Monitored team performance in real-time, addressing shrinkage, attrition, and adherence issues.
• Partnered with Training and Workflow teams to align resources with process goals.
• Ensured smooth daily operations through active floor management and swift issue resolution.
• Managed client interactions, calibrations, escalations, and drove continuous process improvement.
• Fostered team engagement through initiatives and growth-oriented task delegation.
• Trained backup resources to ensure business continuity and process stability.
• Reduced attrition through active engagement and motivational strategies.
• Sustained high team morale and performance across key KPIs including quality, responsiveness, and staffing.
• Planned and optimized workforce deployment, factoring in shrinkage and resource availability.

Document Team Leader - CARS24 - Indore

(2020-04 - 2021-03)

• Led a team of 25 agents guiding customers through car inspection procedures and coached them on capturing accurate vehicle data for auction readiness.
• Oversaw the used car sales lifecycle, from evaluation to listing and auctioning to dealers.
• Collaborated with automobile dealers to ensure smooth bidding and managed relationships to boost auction participation.
• Supervised agents in conducting real-time vehicle valuations based on condition, demand, and market trends.
• Delivered coaching and conducted quality checks to improve knowledge of auction protocols and customer handling.
• Improved inspection-to-sale conversion rates by streamlining processes and optimizing listings.
• Utilized analytics to track vehicle performance and dealer engagement for continuous process improvement.

Customer Care Manager - Maruti Suzuki /Nexa - Indore

(2018-10 - 2020-03)

• Engaged in tele-calling to understand customer needs and generate potential leads for the Relationship Manager.
• Collected post-delivery feedback and identified areas for service improvement.
• Assisted customers with FASTag activation and troubleshooting.
• Generated leads via the NEXA platform and social media monitoring.
• Maintained accurate customer records and documentation.
• Responded to customer queries professionally, ensuring prompt resolution and satisfaction.
• Proficient in MS Office and Windows, supporting operational documentation and reporting.

Team Leader - VERTEX CUSTOMER SOLUTIONS - Indore

(2016-06 - 2018-04)

• Led a team of 30 CSRs to achieve daily productivity and quality goals.
• Monitored real-time performance and addressed adherence, shrinkage, and conduct issues.
• Maintained floor presence to resolve operational disruptions and system downtimes.
• Partnered with Training and Workflow teams to ensure team readiness and consistent output.
• Participated in client calibration sessions, resolved escalations, and initiated process improvements.
• Drove employee engagement to reduce attrition and maintain team morale.
• Assigned responsibilities for skill-building and trained backups to ensure process continuity.
• Achieved KPIs related to quality, response time, and process efficiency.
• Effectively managed workforce planning while accounting for shrinkage and availability.

Team Lead - Tele performance - Indore

(2009-02 - 2013-01)

• Ensured adherence to SLAs by monitoring team performance and key metrics.
• Supported associates on-floor by resolving queries and maintaining service quality.
• Audited calls and provided feedback to enhance customer experience.
• Maintained control over shift operations and resolved system downtimes swiftly.
• Handled shift and roster transitions seamlessly.
• Managed client calibrations, escalations, and process enhancements.
• Accountable for team performance in quality, compliance, and productivity.

Customer Support Executive - Effort BPO Services - Indore

(2008-01 - 2009-01)

• Handled inbound customer queries related to product information, usage, and issue resolution.
• Resolved customer requests and grievances with a focus on customer satisfaction and service quality.
• Mentored On-the-Job Training (OJT) associates after promotion to Senior Executive.
• Contributed to shrinkage and attrition management through efficient resource handling and support.

BBM - Business - BD Shetty College (2016)

PUC - M. P Board in Jaora (2004)

Schooling - Emeral Higher Secondary School Jaora (2002)