Sakthi Velan

Top-performing and resourceful executive with over 5 years experience in Inbound, Outbound, Supports. Versatile working experience across Industry domains: Ecommerce & Telecom. Excellent communication and ation skills coupled with a collaborative style of management & ability to handle multiple teams of different sizes across locations.

Played a key role in building operational roadmaps and enhancing team performance to re-assure business standards across assignments. Hands on professional who always looks for creative ways to assist organizations in its efforts to achieve desired efficiency & goals.

Senior Team Leader - Hexaware technologies Ltd BPS - Coimbatore

(2024-07 - 2026-03)

• Led and motivated a team of 60 associates to consistently exceed performance goals in a fast-paced BPS environment.
• Managed end-to-end team operations, including scheduling, training, performance evaluations, and employee development.
• Implemented process improvements resulting in a 15% increase in team efficiency and a reduction in operational costs.
• Served as the primary point of escalation for complex issues, resolving critical problems and ensuring client satisfaction.
• Collaborated with cross-functional teams to streamline workflows and enhance service delivery.
• Monitored key performance indicators (KPIs) and prepared regular reports on team performance for senior management.

Team Leader Operations - Teleperformance Global Pvt Ltd - Hyderabad

(2022-06 - 2024-07)

Managed 20+ team size for Flipkart client, Prepaid Caretouch Inbound Team. Strategically leading operations towards improvement and execution of processes to support complete customer journey.

• Handling customer experience across all lines of business and channels (Inbound, Outbound).
• Ensuring key KPI delivery as per client expectations.
• Achieving operational efficiency & maintaining cordial relations with cross departments.
• Supervising and conducting cross-training and up-training at the request of Client Services.
• Collaborating closely with HR and Talent Acquisition teams.
• Communicating system and business process gaps with clients for smooth operations.
• Partner with clients on process mapping, key performance metric, key risk/control indicators, process recommendations and capacity requirements.
• Part of Lean Six Sigma & DMAIC projects aimed at process improvements.
• Designing schemes such as OT, WO pay-out for maximum revenue generation.
• Leading people engagement activities to control attrition, shrinkage & team growth.
• Reviewing team performance regularly and managing day-to-day operations including manpower requirements.
• Partnering with global process owners and site leaders to identify, define, and execute process improvement projects.

Auxiliary Team Leader - Teleperformance Global Pvt Ltd - Indore

(2021-08 - 2022-05)

Supported team management and led operational activities for Flipkart client Prepaid & Caretouch Inbound Team.

Subject Matter Expert (SME) - Teleperformance Global Pvt Ltd - Indore

(2020-05 - 2021-08)

Handled subject matter expert responsibilities for Flipkart Prepaid & Caretouch Inbound Team with a team size of 50.

Customer Care Executive (CCE) - Teleperformance Global Pvt Ltd - Indore

(2019-09 - 2020-05)

Handled CCE responsibilities for Flipkart.

Customer Care Executive (CCE) - Teleperformance Global Pvt Ltd - Indore

(2018-06 - 2019-09)

Handled Uber Driver Support.

12th - Banadurai.hr.sec.school (2012) Kumbakonam

Bachelor of Computer Applications - Computer Applications - AV.VM.Sri Pushpam College (2015) Poondi

Master of Computer Applications - Computer Applications - Anjalai Ammal Mahal ˚ingam Engineering College (2018)