Summary
Overview
Work History
Education
Skills
Timeline
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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

Team member training

Efficiency improvement skills

Quality assurance

Staff training

Performance monitoring

Operations management

Team building

People Management
Decision making
Problem-Solving abilities
Leadership Skills

GDS
Amades
Galileo
Air Ticketing
MS Office (Word, Excel, PowerPoint)
Outlook
Client Service

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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ANIL THAPA