Tina Kir

Customer operations and people management professional with over three years of experience in high-volume BPO environments. Currently serving as Team Lead at Teleperformance with strong expertise in KPI governance, team engagement, performance coaching, and process compliance. Demonstrated ability to drive operational efficiency, reduce shrinkage, and maintain high customer satisfaction.

Team Lead - Teleperformance (Ex-Majorel) - New Delhi, India

(2025-01)

• Lead and manage a team of 17 agents supporting inbound telecom customer operations.
• Monitor and improve KPIs including AHT, CSAT, CPH, quality scores, and schedule adherence.
• Conduct daily huddles, performance reviews, and one-on-one coaching sessions.
• Implemented engagement initiatives resulting in a 10% reduction in shrinkage.
• Maintained attrition levels at approximately 6% through proactive mentoring.
• Ensure adherence to quality standards, escalation protocols, and zero-tolerance policies.

Senior Guest Executive - Teleperformance (Ex-Majorel) - New Delhi, India

(2023-01 - 2024-12)

• Handled customer queries across chat and voice channels with accuracy and professionalism.
• Consistently met KPIs related to AHT, customer satisfaction, and login adherence.
• Maintained detailed case documentation using internal CRM systems.
• Collaborated with cross-functional teams to resolve complex customer issues.
• Actively participated in process improvement and team engagement initiatives.

Master of Commerce - Commerce - IGNOU

Bachelor of Commerce - Commerce - Delhi University

Class XII - Commerce with Mathematics - CBSE

Class X - CBSE