AAFREEN NAAZ
Kolkata
Summary
Dynamic and results-driven Team Lead with over 12+ years of experience in the BPS sector at Tata Consultancy Services (TCS). Specialized in Operations Management, Team Leadership, Training, and Subject Matter Expertise, with a proven track record of leading high-performing teams, optimizing processes, and driving customer satisfaction. Skilled in Microsoft Office, CRM applications, and emerging technologies such as AI prompt engineering. Passionate about team development and committed to exceeding organizational goals through strategic leadership and operational excellence.
Overview
1
1
Certificate
12
12
years of professional experience
Work History
Team Lead
Tata Consultancy Services
Kolkata
04.2014 - Current
- Worked closely with the UK water industry back-office team, ensuring seamless process transition and knowledge transfer.
- Successfully visited the UK for training and transition, strengthening global process alignment.
- Recognized as Star Performer and Contextual Master for exceptional contributions and delivery excellence.
- Implemented comprehensive training programs to enhance team skills and overall performance.
- Cultivated a collaborative work environment, significantly boosting team morale and engagement.
- Led a team of 30 professionals, consistently meeting all Service Level Agreements (SLAs) within deadlines.
- Managed project timelines meticulously, ensuring 100% on-time delivery of all milestones.
- Conducted performance reviews and appraisals, driving accountability and individual growth.
- Held regular one-on-one coaching sessions, encouraging personal development and motivation.
- Analyzed team metrics to identify improvement opportunities and strategic growth areas.
- Conducted audits on behalf of the project, ensuring compliance with organizational standards, risk mitigation, and process accuracy.
- Spearheaded process improvement initiatives, including AHT reduction and escalation management, improving customer satisfaction.
- Contributed improvement ideas aimed at optimizing processes and reducing escalations. and implemented changes to optimize efficiency and reduce escalations.
Education
Masters - English
01-2015
BA Graduate - English (Hons)
01-2013
Secondary ICSE(X) & Higher Secondary ISC(XII) -
01-2010
Skills
- Operations management
- Project management
- Agile methodologies
- Delivery management
- VBA programming
- Advanced Excel skills
- Lean Six Sigma Green Belt
- Escalation and AHT reduction
- Transition management
- Business Continuity Management
- Preparing SOPs (Training Document)
- Continuous improvement
- KPI monitoring
- Process optimization
- Service excellence
- Team leadership
- Client relationship management
- Service delivery
- Microsoft Office proficiency
- CRM applications expertise
- AI prompt engineering
Certification
- Lean Six Sigma Green Belt
- MS Excel Advanced
- BPS : Visual Basics for Applications_Foundation
- Articulation: Intermediate
- Enterprise Solutions : SAP - Business Communication
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Bengali
Beginner (A1)
A1
Accomplishments
- Contextual Master
- BPS Star Performer Award (2017,
- BPS Topaz Go Getter Award
- BPS Champions League Team Award
- BPS Star Team Award
- Special Initiative Award
Affiliations
- Learning & Development Team
- BCP (Business Continuity Management)
- Preparing Training Documents
- Escalation Reduction Data Analyzing
- Making Weekly Performance report for the account
Timeline
Team Lead - Tata Consultancy Services
04.2014 - Current
Rabindra Bharati University - Masters, English
Jogamaya Devi College, Calcutta Univercity - BA Graduate, English (Hons)
St Thomas Girls School - Secondary ICSE(X) & Higher Secondary ISC(XII),
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Language
English, Hindi, Bengali