ANIKET DUBEY
COGNIZANT TECHNOLOGY SOLUTIONS
Kolkata,West Bengal
Customer support team leader with experience supervising daily operations, coaching team members, and supporting service quality in contact center environments. Known for managing workloads, reviewing performance data, and working with clients, internal partners, and management to resolve service issues. Brings a strong focus on process compliance, quality assurance, and team productivity.
3
Certification
7
Years of experience
Work History
TEAM LEADER
2 Years 8 Months
COGNIZANT TECHNOLOGY SOLUTIONS | 02.2024 - Current
- Developed and implemented strategic plans to improve team performance, driving productivity and effectiveness.
- Contributed to quality governance and provided coaching to improve team performance, enhancing communication with stakeholders.
- Led weekly staff meetings to review project updates, discuss issues, and develop solutions.
- Facilitated daily work assignments and escalated follow-ups for Cognizant client support team of 17, ensuring timely resolution of client inquiries.
- Worked with clients and internal partners to resolve service issues.
- Completed regular performance reviews to track team member progress.
- Monitored daily workflow to follow established policies and procedures.
- Updated operational records and maintained clear shift handoffs.
- Reviewed data from multiple sources to identify opportunities for department improvement.
ASSISTANT MANAGER
6 Months
APOLLO TELEHEALTH | 08.2023 - 02.2024
- Tracked call routing activity and directed requests to clinical support teams, improving response times.
- Supported quality and training operations by reviewing performance metrics and ensuring compliance with process standards.
- Worked with management on strategic plans to reach business goals.
- Collaborated with departments to streamline operational processes, enhancing overall efficiency.
- Set up processes to monitor customer satisfaction levels.
- Offered leadership guidance and onboarding support to newly hired employees on company programs.
- Applied quality control measures to maintain company standards.
- Reviewed individual and team performance to identify improvement opportunities and support targeted development.
TEAM LEADER
1 Year 3 Months
TELEPERFORMANCE INDIA | 05.2022 - 08.2023
- Facilitated quality improvement initiatives, process updates, coaching, and stakeholder communication to enhance team effectiveness.
- Supported client service team of 25 members across daily service delivery and workflow priorities.
- Monitored ticket assignments and ensured SLA compliance across operations.
- Trained associates on SOPs, quality standards, and escalation handling.
QUALITY ANALYST
1 Year 8 Months
FUSION BPO SERVICES | 07.2020 - 03.2022
- Analyzed customer feedback to identify specific areas for product quality enhancement.
- Tracked recurring issues across support channels to guide targeted process improvements.
- Identified process gaps in call handling and documentation.
- Monitored customer calls and chats to ensure adherence to quality standards.
- Calibrated evaluations with operations teams and team leaders.
- Coached agents on script adherence and customer service behavior.
- Compiled quality reports for management to facilitate informed decision-making.
QUALITY ANALYST
4 Months
GLOBIVA SERVICES PVT LTD | 02.2020 - 06.2020
- Supported development of quality assurance procedures and protocols to enhance overall product quality.
- Reviewed performance metrics from existing processes to identify opportunities for product quality improvements.
- Applied corrective actions to improve product quality.
- Maintained quality assurance documentation and ensured records reflected up-to-date compliance.
- Followed company standards, regulations, and procedures for quality control compliance.
- Tracked bug resolution progress and coordinated software optimization efforts to enhance product functionality.
- Built and maintained a database of common testing defects to streamline issue resolution and improve quality assurance.
Education
BACHELOR OF SCIENCE
Netaji Subhas University - West Bengal
01-2018
HIGHER SECONDARY EDUCATION
West Bengal Council Of Higher Secondary Education - West Bengal
01-2014
SECONDARY EDUCATION
West Bengal Board Of Secondary Education - West Bengal
01-2012
Skills
Team leadership
Training and development
Performance management
Stakeholder engagement
Project coordination
Service delivery excellence
Quality assurance
Root cause analysis
Personal Information
Title: Team Leader
Certification
- Lean Six Sigma Yellow Belt
- Certification of Hypothesis Testing
- Certification of Seven Basic Quality Improvement Tools
Accomplishments
- Drive quality governance, performance improvement, coaching, and stakeholder engagement.
- Implement process improvement initiatives and performance enhancement plans.
- Top performer award for two consecutive years at Cognizant Technology Solutions.
Timeline
TEAM LEADER
COGNIZANT TECHNOLOGY SOLUTIONS
02.2024 - CurrentRead more
ASSISTANT MANAGER
APOLLO TELEHEALTH
08.2023 - 02.2024Read more
TEAM LEADER
TELEPERFORMANCE INDIA
05.2022 - 08.2023Read more
QUALITY ANALYST
FUSION BPO SERVICES
07.2020 - 03.2022Read more
QUALITY ANALYST
GLOBIVA SERVICES PVT LTD
02.2020 - 06.2020Read more
Netaji Subhas University - BACHELOR OF SCIENCE,
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West Bengal Council Of Higher Secondary Education - HIGHER SECONDARY EDUCATION,
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West Bengal Board Of Secondary Education - SECONDARY EDUCATION,
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