Abijith Rao Somargurthy
Senior Team Lead
Summary
As a strategic leader in the call center and BPO industry with over 12 years of experience, I excel in enhancing customer experiences and improving business solutions. I have a proven track record in operations management, team coaching, and process optimization while effectively liaising between management and teams. My passion for continuous learning and ability to lead and motivate teams enables me to drive high-quality support delivery
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Team Lead
Sears Holdings Pvt Limited
02.2017 - Current
- Managed multiple projects simultaneously, effectively prioritizing tasks to meet stakeholder expectations.
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Developed high-performing team members through targeted training programs and one-on-one coaching.
- Actively participated in recruitment efforts, selecting top talent for the team and contributing to long-term growth potential.
- Maintained accurate records of all projects, providing regular updates to senior management on progress and potential roadblocks.
- Supervise team performance and provide ongoing coaching and support
- Develop and maintain a structured, reliable customer service program
- Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.
- Create process documentation and training materials to support team development
- Provided ongoing support and guidance to junior staff members, nurturing their professional growth and development.
- Streamlined project workflow for increased efficiency by identifying bottlenecks and optimizing processes.
- Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
Customer Support Executive
RealPage India Pvt. Ltd
12.2014 - 01.2017
- Company Overview: A company providing cloud-based software solutions for the real estate industry
- Assisted customers via email with inquiries related to the U.S. housing industry
- Provided Service Level reports to the leads and the Managers on an hourly basis
Customer Support Executive
Sykes Business Services
04.2014 - 12.2014
- Company Overview: A global leader in providing customer engagement services
- Assisted customers via email & chat with inquiries related to Sony Appliances
Customer Support Executive
Knoah Solutions
01.2013 - 12.2013
- Company Overview: A global outsourcing company focusing on customer service solutions
- Resolved customer queries related to Samsung Mobile and Tablets, network extenders, and operating systems
- Dealt with customers related to Samsung Tele Communications America
Education
B.Tech -
JNTU Hyderabad
01-2013
10+2 -
Board of Intermediate Education
05-2007
10th Grade -
Central Board of Secondary Education
05-2005
Skills
People management
Problem-solving
Account management
Coaching and mentoring
Customer service management
Stakeholder management
Process improvement
Service level agreements
Call center operations
STRENGTHS
- Continuous Learning: Passionate to learn and explore new things
- Adaptability: Ability to adapt to any situation and learn from it
- Team Leadership: Can effectively get into a team as well as lead and motivate
- People Management: Good Inter-personal and people management skills
- Analytical Skills: Good observational and analytical skills
Certification
Lean SIX Sigma Green Belt
Timeline
Lean SIX Sigma Green Belt
10-2018
Senior Team Lead
Sears Holdings Pvt Limited
02.2017 - Current
Customer Support Executive
RealPage India Pvt. Ltd
12.2014 - 01.2017
Customer Support Executive
Sykes Business Services
04.2014 - 12.2014
Customer Support Executive
Knoah Solutions
01.2013 - 12.2013
B.Tech -
JNTU Hyderabad
10+2 -
Board of Intermediate Education
10th Grade -
Central Board of Secondary Education