Amruta Sunil Mali
Team Leader, PSM 1 Certified
Pune
Summary
Objective - Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Team Leader with over 10+ years of experience in Banking and Cards, Insurance Services. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Team Leader ( TAG Team)
Tata Consultancy Services
03.2022 - Current
- Collaboration with candidates and recruiters for interview set up
- Coordinated for Interview lineups on day to day basis
- Coordinated with internal stakeholders for successful or unsuccessful interviews
- Facilitation of interview meetings between HR, recruiters and candidates
Team Leader ( for Bajaj Finserv Lending)
Tata Consultancy Services
Pune
01.2017 - 02.2022
- Led team of 25 members while providing exceptional customer service.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supported office business development and customer service.
- Coordinated weekly meetings for internal and external groups.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Initiated timely response to emails, voicemails and written correspondence.
- Claims management (Death and Health claim settlement and documents management) ,
- Management of Endorsement of Insurance, Cancellation and Surrender of policy by coordinating with insurance partners and as per the set process
- Worked with colleagues to create prototypes for designs and training materials.
- Monitored operating machinery to assess progress, adjust settings and maintain production speeds.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Participated in cross-functional team-building activities.
- Implemented new working processes to deliver multiple improvements.
- Cross-trained and provided backup support for organizational leadership.
- Assisted with new hire processing and existing training programs.
- Set up and calibrated new changes to meet specific production requirements.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with team members to achieve target results.
Team Leader
Tata Consultancy Services
01.2016 - 01.2017
- Management of 55 associates for serving customer complaints received via inbound and outbound voice channels
- Handling second level escalations calls if associate not able to manage
- Attending and presenting monthly reviews with team performance
- Analyses daily performance indicators and encourage awareness and performance improvements
- Coordinated weekly meetings for internal and external groups.
- Initiated timely response to emails, voicemails and written correspondence.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Participated in cross-functional team-building activities.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Senior Associate
Tata Consultancy Services
01.2015 - 01.2016
- Management of 20+ associates for serving mortgage customer complaints received via email, phone, web and B2C channel
- Trained and supported new team members, maintaining culture of collaboration.
- Worked varied hours to meet seasonal and business needs.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
Associate
Tata Consultancy Services
01.2013 - 01.2015
- Processing and managing second level queue of Grievance Redressal to solve end customers complaints
- This involves self-processing of queries and getting the queries resolved from team members (based on non-documented team leader role)
Associate
Tata Consultancy Services
01.2012 - 01.2013
- Created solutions for customers to satisfy specific needs, quality
- Answered incoming telephone calls and processed incoming and outgoing mail to support office staff.
- Greeted customers and offered assistance for increased customer satisfaction.
Analyst
eClerx Services Limited
Pune
02.2009 - 01.2011
- Trades drafting, reconciliation
- Data management
- Managing team activities and work
- Reporting to client using spreadsheet
- Achievement of targets with exact Q&Q as per client requirements
- Training to New Joiners on Process & financial products
- Preparation of SOPs for process
- Client communication on daily issues, requirements, process update
Trainer
Orange Life sciences
Pune
03.2008 - 02.2009
- Conducting seminars for Clinical research awareness throughout Maharashtra
- Student counselling with respect to clinical research
- Training to clinical research students for full time & part time availability on topics containing Overview of Clinical Research, data management and Regulatory Compliances
Trainer
Rheumatic Diseases, ARCF Foundation
01.2006 - 01.2008
- Working as a paramedic for referral practice patients
- Includes filling of patient’s information sheet
- Data entry of respective information in custom built software
- Promoted as Sr. Field Asst
- For a Rural Population study based on spread viral disease with reference to persistent ‘Rheumatic Musculoskeletal Disorders’
- Carrying out the trials at clinic using GCP (Good clinical practice) under supervision of PI (principal investigator)
- Studying the site, enrolling the participants for trial, follow –ups, maintaining, dispensing drugs, performing the experiments, taking the projects to completion, testing the accuracy, creating the reports as well as regulatory documents adhering to the CPG (clinical practices guidelines) under guidance of PI and ethics committee
- Coordinate with prime investigators, departments, central administration, personnel, financial, support, and guidance departments of the clinical research centres
- Managing team work on field
- Managing patient’s visits, classifying treatments protocols and maintaining check- ups with senior consultant
Education
B. Sc - Microbiology
Pune University
06.2003 - 04.2005
P.G - Clinical Research
Nucleus Institute of Management
Skills
Team Leadership & Development
Team leadership and supervision
Training and mentoring
Project Management
Claims and insurance service management
Team management
Agile methodology
PSM 1 certified
MS office
Fluent in Hindi, Marathi, English
Additional Information
Achievements & Awards -
- Achieved a profile of Catalyst from TCS HR unit
- Customer awarded with 5 days Thailand outing as performance reward
- Service & Commitment Award 25-Jan-17
- Service & Commitment Award 25-Jan-15
- Best Performer Award 22-Feb-17
- Best Performer Award 22-Feb-17
- Service & Commitment Award 25-Jan-22
Professional Certificate -
- MS-CIT
- PSM 1 through Scrum.org
Timeline
Team Leader ( TAG Team)
Tata Consultancy Services
03.2022 - Current
Team Leader ( for Bajaj Finserv Lending)
Tata Consultancy Services
01.2017 - 02.2022
Team Leader
Tata Consultancy Services
01.2016 - 01.2017
Senior Associate
Tata Consultancy Services
01.2015 - 01.2016
Associate
Tata Consultancy Services
01.2013 - 01.2015
Associate
Tata Consultancy Services
01.2012 - 01.2013
Analyst
eClerx Services Limited
02.2009 - 01.2011
Trainer
Orange Life sciences
03.2008 - 02.2009
Trainer
Rheumatic Diseases, ARCF Foundation
01.2006 - 01.2008
B. Sc - Microbiology
Pune University
06.2003 - 04.2005
P.G - Clinical Research
Nucleus Institute of Management