ANIL THAPA
New Delhi
Summary
Dynamic and results-driven Team Leader with a proven track record of leading high-performing teams to success at Telus International. Skilled in effective communication, strategic collaboration, and people management, with a strong ability to motivate team members and drive productivity. Demonstrated expertise in goal-setting, task delegation, and performance optimization, leading to improved customer satisfaction and operational efficiency. Proficient in GDS platforms, with a strong focus on service quality, problem-solving, and adaptability. Committed to fostering a positive and innovative work culture that aligns with organizational objectives and enhances team performance.
Overview
8
8
years of professional experience
2019
2019
years of post-secondary education
3
3
Languages
Work History
Operations Team Leader
Telus International
05.2025 - Current
- Lead and manage a team of CSRs, ensuring adherence to performance KPIs and quality standards
- Monitor team metrics, conduct regular coaching, and drive continuous performance improvement
- Handle escalated customer issues, ensuring timely and effective resolution
- Conduct performance reviews and implement development and improvement plans
- Prepare performance reports and identify trends for process optimization
- Oversee team scheduling, attendance, and administrative tasks
- Ensure delivery of high-quality customer service aligned with Amazon's standards
- Identify and implement process improvements to enhance efficiency and customer satisfaction
Team Leader operations
IEnergizer
09.2023 - Current
- Conduct regular team meetings, provide coaching, and foster a positive and collaborative team culture
- Oversee and manage team members' attendance, ensuring compliance with organizational policies
- Monitor and track Key Result Areas (KRAs) and Key Performance Indicators (KPIs) to ensure team objectives are met
- Implement strategies to minimize workforce shrinkage and optimize resource utilization
- Identify and implement process enhancements to optimize efficiency and service quality
- Provide on-the-floor support to team members, fostering a collaborative and positive work environment
- Coordinate with clients to resolve escalated cases of customer issues
- Conduct regular quality assessments, provide constructive feedback, and coordinate training programs
- Generate and analyze reports on a daily basis on team and process performance
- Provide insights into trends, areas of improvement, and implement data-driven strategies
- Present regular updates to management on operational achievements and challenges.
Team Leader operations
IGT Solutions
09.2020 - 09.2023
- Managed a team of 15 travel agents.
- Trained in GDS such as Amadeus, Sabre, and Farelogix.
- Provided leadership and direction to the team, ensuring they have the necessary resources, training, and support to deliver excellent customer service.
- Acted as a point of escalation for complex or challenging customer inquiries or complaints, demonstrating practical problem-solving skills and ensuring timely resolution.
- Offered guidance, coaching, and development opportunities to enhance the skills and capabilities of team members, supporting their professional growth and success.
- Track and evaluate team performance metrics, such as first call resolution, customer satisfaction ratings, NPS, and provided regular feedback to team members to drive continuous improvement.
Customer Care Executive
Fast Link Infotech Pvt Ltd
04.2018 - 08.2019
- Professionally handle high volume of incoming requests from customers, make outbound calls and emails as required to resolve customer issues, questions, concerns.
- Thoroughly and efficiently gather customer information, access, and fulfil customer needs, educate the customer where applicable to prevent the need for further contact.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
Customer Care Executive
Aforeserve Company
03.2017 - 02.2018
- Handling customer concerns and complaints in a timely manner.
- Dealing with customer issues and churning out an easy-to-follow solution.
- Informing customers of upcoming promotions or deals.
- Establishing a positive rapport with all clients and customers in person or via phone.
- Interacting with customers to ensure they have a desirable and shareable experience,
Education
Travel & Ticketing -
YMCA, CP New Delhi
Bachelor of Arts -
Delhi University
High School Diploma -
Kautilya Govt. Sarvodaya Bal Vidyalaya
Skills
Decision making
Timeline
Operations Team Leader
Telus International
05.2025 - Current
Team Leader operations
IEnergizer
09.2023 - Current
Team Leader operations
IGT Solutions
09.2020 - 09.2023
Customer Care Executive
Fast Link Infotech Pvt Ltd
04.2018 - 08.2019
Customer Care Executive
Aforeserve Company
03.2017 - 02.2018
Bachelor of Arts -
Delhi University
High School Diploma -
Kautilya Govt. Sarvodaya Bal Vidyalaya
Travel & Ticketing -
YMCA, CP New Delhi
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