Lyndley Henson

Results-driven Team Leader at Infosys with experience managing daily team operations, coaching teammates, and improving performance. Skilled in guiding teams toward KPI targets, creating actionable improvement plans, and maintaining a positive, growth-focused environment. Strong communicator with solid analytical skills and a commitment to team success.

Team Leader - Infosys BPM

(2025-08)

• Supervised e-Commerce Support Advisors handling merchant store setup, payment, order, and product support to ensure quality service.
• Oversaw daily team performance, ensured KPIs and client requirements were met, conducted coaching for skill improvement, handled escalations and attendance concerns, and ensured consistent process and quality compliance.

Team Leader - TaskUs

(2020-09 - 2025-05)

• Managed day-to-day planning and operations of the team.
• Ensured each teammate delivered on their Service Level Agreements (SLAs) and achieved their Key Performance Indicators (KPIs).
• Organized and managed the team's schedule.
• Conducted team huddles and coaching sessions for team development.
• Evaluated teammate strengths and weaknesses and offered solutions for growth and development.
• Created performance reports and documented client feedback.
• Managed arising issues, including HR-related ones.
• Acted as the liaison between the management and the team.

Telemarketing Associates - Demand Science Team

(2018 - 2020)

• Performed cold calls to decision-makers, promoted IT solutions via email, conducted data research for lead generation, and carried out surveys to gather campaign-relevant information.

Sales Associate - Convergys

(2017-04 - 2018-01)

• Managed software activation and updates on Salesforce, provided remote computer assistance, and promoted technical support services.

Outbound Collections Specialist | Inbound CSR - Sutherland

(2016-01 - 2017-03)

• Handled customer service calls, resolved complaints, processed payments, and addressed billing issues.
• Managed delinquent accounts and collected outstanding payments, contributing to the organization's financial stability.
• Prioritized customer satisfaction, improving customer retention and loyalty.

Bachelor's Degree - HRM - Systems Plus College Foundation (2014 - 2016)

Bachelor's Degree - IT - Angeles City College (2013 - 2014)

Associate Degree - HRS - Skills Power Institute (2011 - 2013)

Secondary - Angeles City National High School (2007 - 2011)

Elementary - Lourdes Northwest Elementary School (2001 - 2007)