Team Lead Operations - Telus
(2026-06)
- Managing the day-to-day operations of team of 20-25 employees.
- Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
- Coaching and training team members on new updates so that the same can be updated to customers.
- Effective communication with customers to ensure satisfaction and resolve any complaints.
- Establishing friendly and professional relationships with team members and customers.
- Managing shrinkage and preparing a monthly roster to have a smooth functioning.
- Coordinate closely with other teams to ensure that customer needs were met and exceeded.
- Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
- Performing one-on-one coaching and mentoring to team members to help them reach their full potential.
Assistant Manager Operations - Genpact
(2024-04 - 2025-05)
- Managed the day-to-day operations of teams of 25-30 employees.
- Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
- Coaching and training team members on new updates so that the same can be updated to customers.
- Effective communication with customers to ensure satisfaction and resolve any complaints.
- Established friendly and professional relationships with team members and customers.
- Managing shrinkage and preparing a monthly roster to have a smooth functioning.
- Coordinated closely with other teams to ensure that customer needs were met and exceeded.
- Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
- Performed one-on-one coaching and mentoring to team members to help them reach their full potential.
Assistant Manager Operations - WNS
(2023-07 - 2024-02)
- Managed the day-to-day operations of teams of 25-30 employees.
- Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
- Coaching and training team members on new updates so that the same can be updated to customers.
- Effective communication with customers to ensure satisfaction and resolve any complaints.
- Established friendly and professional relationships with team members and customers.
- Managing shrinkage and preparing a monthly roster to have a smooth functioning.
- Coordinated closely with other teams to ensure that customer needs were met and exceeded.
- Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
- Performed one-on-one coaching and mentoring to team members to help them reach their full potential.
Sr Quality Analyst - Virtual Employee
(2021-05 - 2023-06)
- Managed the day-to-day operations of teams of 25 employees.
- Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
- Sharing timely feedback with the agents
- Working on client deliverables and making sure that work is done as per SLA.
- Based on audit, making strategies to improve the call quality and making sure that everything has been covered on the call.
- Creating categories by doing Root Cause Analysis and auditing those calls for improvement.
- Worked on escalation received by client and analysing the reason.
- Supervised and managed representatives, ensuring that excellent customer service was provided to all customers.
- Coordinated closely with other teams to ensure that customer needs were met and exceeded.
- Developed and delivered team training sessions to ensure team members were up-to-date on the latest processes and procedures.
Customer Care Executive and Quality Analyst - IEnergizer
(2016-06 - 2021-05)
Customer Care Executive and was taking care of customer queries over calls later got promoted as Quality Analyst
- Overseeing the customer service process.
- Resolving customer queries and providing one call resolution.
- Conduct regular call audits and providing timely feedback
- Conducting mock call session with agents.
- Monthly Calibration with department heads in order to discuss previous month performance.
- Worked on process improvisation with the help of tool Verint (Speech to Transcription), where we were listening to the calls and taking corrective action on the account.
- Creating categories by doing Root Cause Analysis of spike in call volume and auditing those calls.
- Based on the audit, making strategies to improve the call quality in order to provide better response to narrow down the queries of the client by giving them desired resolution.
- Checking the call drivers and sharing that with client on timely basis or whenever requested.
- Worked on the client deliverables and making sure that work is done as per SLA.
- Worked with training team and taking regular session with new batches.
- Worked with operations and doing regular dip checks on product knowledge.
Customer Care Executive - FabAlley
(2015-07 - 2016-06)
- Overseeing the customer service process.
- Resolving customer queries via call, chat & email.
- Developed strong customer service skills while serving as a Customer Care Representative.
- Processed customer orders promptly and accurately to ensure customer satisfaction.
- Established and maintained effective communication with customers to resolve their queries and complaints in a timely fashion.
- Assisted customers in navigating the company's website and locating relevant information.
