Glen Joseph
I bring a strong track record in team management, performance coaching, escalation handling, and KPI-driven operations, supported by a people-centric leadership style that drives engagement and results.
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About
Dedicated and result-oriented Team Leader with over 10 years of experience in customer service and team management at Tech Mahindra. Proven expertise in enhancing team performance, maximizing customer satisfaction, and driving process improvements. Skilled in mentoring and training employees to foster a collaborative and high-performing work environment. Recognized for exceptional leadership, strategic decision-making, and delivering measurable results.
Experience
Team Leader at Sembridge India (2025-03 – Present)
Lead team of United Healthcare representatives to deliver high-quality service.
- Achieved and exceeded goals by effectively driving key KPIs such as FCR, AHT, CSAT, NPS, and QA scores.
- Analyze performance data to develop coaching strategies for improving team output.
- Conducted routine call audits and feedback sessions to enhance accuracy.
- Created and implemented strategies to enhance performance, resulting in consistent growth in KPI scores.
- Collaborated with Quality, Training, and Workforce teams to enhance staffing efficiency.
Team Leader at Tech Mahindra (2023-11 – 2025-03)
Managed team to maintain high-quality service and support.
- Supervised and improved essential KPIs like AHT, FCR, Sales Conversion, Cross-sell/Up-sell, QA scores, and NPS.
- Developed coaching and performance improvement strategies, leading to a steady increase in agent productivity and KPI achievement.
- Led daily huddles to update team on process changes.
- Handled escalations and complex customer issues, ensuring timely resolution and increased customer satisfaction.
- Analyzed performance trends and prepared daily/weekly reports to track progress, identify gaps, and execute targeted action plans.
Customer Service Representative at Tech Mahindra (2014-10 – 2023-11)
Delivered exceptional customer service and handled high volumes of calls effectively.
- Resolved customer inquiries, complaints, and escalations in a professional and timely manner.
- Boosted customer retention by implementing targeted upselling.
- Delivered exceptional customer service and handled high volumes of calls effectively.
Education
Bachelor Of Commerce in Commerce – Sikkim Professional University (2023)
Higher Secondary Certificate – Fr.Agnel Junior College - Mumbai (2011)
