Sheetal Ambokar

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. I strive to lead by an example, with strong communication skills, problem solving abilities, team development and carry a positive winning attitude.

Team Leader / Team Supervisor - TaskUs India Pvt Ltd - Airoli, Navi Mumbai

(2022-05 - 2024-08)

Accurate Background Check - Thane, India

• Managed critical environment of employee background checks for US based organization
• Handled performance for 30 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
• Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
• Handled client and vendor queries and escalations for an exceptional client experience.
• Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.

Team Manager - Sutherland Global Services, AT&T - Navi Mumbai

(2017-05 - 2022-05)

• Handled B2C and B2B voice and chat line of business with a team of 30 individuals for a US semi technical process.
• Led employee relations through effective communication, coaching, training, and development.
• Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
• Coached junior team members, improving their skills and confidence in their roles.

Team Leader - Concentrix - Thane

(2015-05 - 2017-05)

• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Generated reports detailing findings and recommendations.
• Maintained database systems to track and analyze operational data.

Acting team lead - Convergys India Ltd - Thane

(2013-01 - 2015-05)

• Managed Team performance with better quality services and achieved exceptional goals
• Led cross-functional teams for successful project execution while maintaining strong coloration among team members.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Was a part of business improvement team (BI) to provide innovative ideas for business growth.

Senior Customer Service Associate - Convergys - Thane, India

(2006-04 - 2013-01)

• Utilized active listening skills to understand customer needs and provide tailored solutions.
• Escalated issues to supervisors when standard processes were not effective.
• Assisted customers with product selection, troubleshooting and problem resolution.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Handled customer inquiries and complaints with professionalism to restore satisfaction.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Bachelor of Commerce - Mumbai University (2004-04)