Sunil Raj
Bangalore
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
13
13
years of professional experience
Work History
Team Lead
Meesho
11.2021 - 04.2024
- Supervised a team of 15 Members
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported manager in developing plans for future projects, initiatives and objectives.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
- Identified opportunities for process improvements, implementing changes when required.
- Created detailed reports on team activities as requested by management.
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Offered training and support to keep team members motivated and working toward objectives.
Process Leader
First Source Solutions Limited
02.2020 - 11.2021
- Supervised a team of 21 Members.
- Streamlined chat support processes for improved response times and increased customer retention rates.
- Analyzed chat data to identify trends and develop targeted solutions for common customer pain points.
- Established a positive work environment through effective communication and team building initiatives.
- Organized regular refresher training sessions for experienced staff members to maintain high service standards.
- Conducted regular performance evaluations to provide constructive feedback and facilitate employee growth opportunities.
- Optimized chat workflows, reducing average handle time while maintaining high-quality service standards.
- Enhanced customer satisfaction by efficiently managing chat support teams and ensuring prompt issue resolution.
- Created monthly reports detailing key metrics such as response times, resolutions rates, and overall team performance indicators.
- Introduced innovative reward systems that acknowledged outstanding individual contributions leading to increased employee motivation levels.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Team Lead
Startek
09.2018 - 01.2020
- Supervised team of 15 Members to maintain optimal performance and consistent operations
- Planning and implementing all seller support related activities
- Providing leadership and setting benchmark in seller support standards and motivating team and developing their full potential Coaching and Feedback on real time basis to improve Quality of call and seller support experience
- Coached employees on speed and efficiency to improve team productivity
- Coached team to develop skills and overcome weaknesses to reach goals
- Prioritized workflow and resolved daily operational challenges to support goal achievement.
Process Specialist Operations
Infosys BPO Limited
02.2011 - 03.2017
- Supervised team of 20 members
- Sharing data with team related to performance and giving continuous feedback month after month for effective management of performance to deliver target
- End-to-end operational support services related to order and technical issues on Client Application
- BT PSTN, Wi-Fi, Broadband (ADSL, Fiber, Television & BT Sports) and customer order queries & Users account Billing Management
- Involved in Customer account management –Broadband and PSTN services and Preparing Docs
- Providing resolution for client's Orders and requirements
- Help and Support to customer with supplier updates
- Helping to select right packages according to requirement
- Managing site refund targets and improving VOC skills for outliers
- Understanding key skill of every team member and guiding them in right direction
- Skilling required individuals on Performance improvement plan.
Education
BCA -
Sankara College of Science & Commerce Coimbatore
01.2010
12th -
St. Joseph Higher Secondary School Ooty
01.2007
10th -
Kendriya Vidyalaya HPF Ooty
01.2005
Skills
Work Planning and Prioritization
Conflict Resolution
Goal Setting
Giving Constructive Feedback
Documentation And Reporting
Coaching and Mentoring
Performance Improvement
Problem-Solving
Teamwork and Collaboration
People Management
Timeline
Team Lead
Meesho
11.2021 - 04.2024
Process Leader
First Source Solutions Limited
02.2020 - 11.2021
Team Lead
Startek
09.2018 - 01.2020
Process Specialist Operations
Infosys BPO Limited
02.2011 - 03.2017
BCA -
Sankara College of Science & Commerce Coimbatore
12th -
St. Joseph Higher Secondary School Ooty
10th -
Kendriya Vidyalaya HPF Ooty
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