Open To Work
SONALI DAS
Hyderabad
Work Preference
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
3
3
Languages
1
1
Certification
18
18
years of professional experience
Work History
Team Leader
Tech Mhaindra
Hyderabad
03.2024 - 01.2026
- Supervised team of 16 agents, monitored productivity, ensured compliance with business regulations and procedures.
- Tracked individual and team performance through quality scores, Net Promoter Score, and contact resolution satisfaction to identify areas for improvement.
- Provided coaching, training, and feedback to strengthen product knowledge and customer service skills.
- Conducted quality reviews against the CUE framework, providing targeted feedback to agents for performance enhancement.
- Managed attrition and shrinkage to meet business requirements while following BAU principles.
Team Leader
Foundever
Hyderabad
03.2023 - 03.2024
- Supervised 18 agents, monitored performance, productivity, and ensured compliance with business regulations and procedures.
- Providing ongoing coaching and training to strengthen skill sets, product knowledge, and customer service capability.
- Tracked individual and team performance through quality scores, average handle time, customer satisfaction ratings, and net promoter score to inform performance improvements.
- Managed escalation calls, striving for optimal resolutions to enhance customer satisfaction.
- Maintained attrition and shrinkage to support BAU operations and reduce workforce impact on service delivery.
Team Leader
Genpact
Hyderabad
03.2021 - 03.2023
- Supported team of 20 agents by monitoring productivity, compliance, and day-to-day performance.
- Tracked individual and team metrics, including quality scores, average handle time, customer satisfaction ratings, and sales targets.
- Provided ongoing coaching and training to build product knowledge, service skills, and confidence.
- Assigned tasks, projects, and client work based on skill level and current workload.
- Performed quality checks in BPO operations and shared feedback to improve service standards.
- Managed attrition and shrinkage levels to support uninterrupted service and reduce pressure on team members.
Team Leader
Wipro
Hyderabad
11.2019 - 11.2020
- Supported team management by supervising agents and monitoring performance, productivity, and compliance with business regulations and procedures.
- Tracked individual and team performance metrics, including quality scores, average handle time, and customer satisfaction ratings.
- Provided ongoing coaching and training to strengthen skill sets, product knowledge, and customer service abilities.
- Helped control shrinkage and attrition while meeting performance targets without disrupting client requirements or service quality.
- Performed quality assurance checks across BPO processes and completed regular audits to identify improvement areas and share feedback with agents.
- Maintained weekly client communication on team performance and supported process improvements through added guidance and problem solving.
Escalation Specialist
Wipro
Kolkata
01.2018 - 11.2019
- Supported level 2 complaint and escalation cases raised by level 1 agents.
- Facilitated optimal customer resolutions through targeted email and direct call support.
- Answered live support calls for level 1 agents and assisted dissatisfied customers with resolutions.
- Monitored ongoing escalations for resolution progress.
- Ensured high-quality assurance standards throughout escalation process.
- Collaborated with clients weekly to identify process challenges and enhance customer resolution procedures.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
Technical Support Representative
Wipro
Kolkata
08.2014 - 01.2018
- Resolved customer concerns while balancing quality standards, average handling time, and best possible resolution to improve customer satisfaction.
- Responded to customer calls and supported issue resolution for internet, landline, and TV services.
- Recorded incident details, troubleshooting steps, and resolution notes in ticketing systems to streamline issue tracking.
- Monitored hygiene metrics to minimize client escalations and ensure compliance with policies and procedures.
- Participated in team meetings with leadership and the quality team to discuss process updates and uphold quality standards.
Front Desk Receptionist
Travel World
Kolkata
04.2008 - 07.2014
- Booked airline and rail tickets for multiple companies and kept accurate records for future reference.
- Managed front desk operations and responded to inquiries promptly and efficiently.
- Kept reception area neat and organized to support a positive customer experience.
- Built and maintained clear communication with staff and clients.
- Welcomed onsite visitors and directed each to the appropriate staff member.
- Processed incoming and outgoing mail with prompt attention.
Education
B.Com (HONS) - Accounting
Calcutta University
KolkataSkills
- Employee development
- Performance improvement
- Workload management
- Goal setting
- Complaint resolution
- Problem solving
- Complex problem solving
- Leadership skills
- People management
- Team building
- Team engagement
- Team collaboration
- Client relations
- Communication skills
- Constructive feedback
- Work prioritization
- Employee assessments
LANGUAGES
Bengali Native, English Proficient (C2), Hindi Advanced (C1)
AWARDS
Best Team Leader for maintaining NPS score of 72% in three months for voice queue, Best Team Leader for maintaining 98% quality score in consecutive three months in a year
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Native
Native
Certification
- HR Mastery Training Course from Specular Business PVT LTD
Timeline
Team Leader
Tech Mhaindra
03.2024 - 01.2026
Team Leader
Foundever
03.2023 - 03.2024
Team Leader
Genpact
03.2021 - 03.2023
Team Leader
Wipro
11.2019 - 11.2020
Escalation Specialist
Wipro
01.2018 - 11.2019
Technical Support Representative
Wipro
08.2014 - 01.2018
Front Desk Receptionist
Travel World
04.2008 - 07.2014
B.Com (HONS) - Accounting
Calcutta University