Agniva Banerjee
Chandigarh
Summary
Dynamic professional with extensive experience at Teleperformance, focusing on employee coaching and process optimization. Proven expertise in data analysis and defect resolution, resulting in enhanced service efficiency and increased customer satisfaction. Recognized for strong leadership and effective decision-making in high-pressure environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
AMCC( Team Lead )
Teleperformance
Mohali
08.2023 - Current
- Led team meetings to align objectives and drive performance improvements.
- Coordinated schedules to ensure optimal coverage and service delivery.
- Monitored team performance and provided feedback for skill enhancement.
- Implemented process improvements to streamline workflows and increase efficiency.
- Assisted in conflict resolution among team members to maintain a positive environment.
- Delegated tasks appropriately according to individual skill sets.
Operations Specialist
Teleperformance
08.2021 - 08.2023
- Hands-on experience in Toolbox, Sonar, Vies Records, FSI, Hello, ADRX, Keynote, Numbers, Pages, SAP/SEMS, Safe View, and MS Office. Working as a Subject Matter Expert (SME).
- Reviewing applications for delusion, or inaccuracy, to ensure that all required information is included.
- Responsible for handling the flow of money between clients and vendors.
- Resolve payment-related issues for customers. Performed tasks while ensuring that all parties are satisfied with the transaction.
- Working as a workplace mentor.
- Delivered organisational development focused on business needs.
Analyst
Eclerx
04.2021 - 08.2021
- Identified and resolved problems through root cause analysis and research.
- Validated results and performed quality assurance to assess the accuracy of data.
- Coordinated timely responses to online customer communication and researched complex issues.
- Responded to customer inquiries and concerns within set deadlines.
Education
MBA - Aviation Management
UNIVERSITY OF PETROLEUM AND ENERGY STUDIES
Dehradun 01.2023
B. TECH - Mohali
QUEST GROUP OF INSTITUTION
Mohali01.2019
Skills
- Employee coaching and motivation
- Service efficiency
- People management
- Process optimization
- Data analysis
- Defect resolution strategies
- Leadership effectiveness
- Decision making
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Punjabi
Upper Intermediate (B2)
B2
Bengali
Native
Native
Sign Language
Intermediate (B1)
B1
Accomplishments
Best AMCC (Team Lead), Jan 2025 - June 2025
Certification
MIS Smart Professional (MS Office, including Advanced Excel, SQL, and Accounting)- 11 April 2015- 17 March 2016
Timeline
AMCC( Team Lead )
Teleperformance
08.2023 - Current
Operations Specialist
Teleperformance
08.2021 - 08.2023
Analyst
Eclerx
04.2021 - 08.2021
MBA - Aviation Management
UNIVERSITY OF PETROLEUM AND ENERGY STUDIES
B. TECH - Mohali
QUEST GROUP OF INSTITUTION