Summary
Overview
Work History
Education
Skills
STRENGTHS
Certification
Timeline
Generic

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

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

Similar Profiles

CREATE PROFILE
Abijith Rao SomargurthySenior Team Lead