Sandeep Sandy
Experienced Team Leader with 16+ years of expertise in accounting, customer experience management, process management, people development, and operational excellence
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About
Experienced Team Leader with 16+ years of expertise in accounting, customer experience management, process management, people development, and operational excellence. Skilled in improving CSAT/NPS metrics, conducting coaching sessions, driving team performance, and implementing process improvements to enhance customer satisfaction and business outcomes. Proven ability to lead teams, optimize operational efficiency, manage stakeholder expectations, and deliver consistent service excellence.
Experience
Team Leader at KG Invicta Services Pvt Ltd. (2018-01 – Present)
Drove customer experience excellence initiatives by closely monitoring customer feedback, service quality, and operational performance. Managed and improved CSAT (Customer Satisfaction) and NPS (Net Promoter Score) metrics through continuous coaching, quality reviews, and process improvements.
- Conducted regular 1:1 coaching sessions with team members to improve performance, productivity, communication skills, and customer handling techniques.
- Led upskilling and refresher training sessions to enhance product knowledge, process understanding, and customer engagement capabilities.
- Analyzed customer pain points and implemented action plans to improve customer satisfaction and reduce escalations.
- Collaborated with quality and operations teams to identify performance gaps and drive continuous improvement initiatives.
- Mentored and developed team members through structured feedback, career guidance, and performance development plans.
- Ensured adherence to service-level agreements (SLAs), quality standards, and customer experience benchmarks.
- Played a key role in improving first-call resolution and reducing repeat customer contacts through effective team management and process optimization.
- Managed daily operational activities, monitored team productivity, and ensured achievement of performance targets.
- Prepared performance reports and shared insights with management for business improvements.
- Supported organizational growth through effective resource planning and process management initiatives.
Assistant Accountant at Private jewellery company
