Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
References
Timeline
Generic

ASHWINI SHETTY

Bengaluru

Summary

Assistant Team Lead with 7 years of experience in team management and performance optimization. Proven ability to coordinate tasks, communicate effectively, and resolve conflicts under pressure. Achievements include enhancing team productivity and streamlining processes while maintaining a positive work environment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Assistant Team Lead

IntouchCX
Bengaluru
09.2024 - Current
  • Enhanced workforce management through scheduling adherence, leave planning, and shift coverage for operational stability.
  • Provided timely feedback and coaching to team members, promoting performance improvement and professional growth.
  • Organized rewards and recognition sessions to motivate high-performing team members.
  • Facilitated team-building activities to promote collaboration and a positive work environment.
  • Prepared and presented weekly performance reports for client review, highlighting key achievements and trends.
  • Conducted regular team huddles to communicate process updates, policy changes, and performance objectives.
  • Represented the team on client calls, addressing queries and disseminating critical updates for clarity.
  • Analyzed performance data to identify improvement areas and coached team members to enhance productivity.

Customer Support Supervisor

IntouchCX
Bengaluru
07.2022 - 08.2024
  • Conducted onboarding and ongoing training for new hires and cross-functional teams.
  • Created SOPs and job aids to enhance consistency and reduce error rates by 20%.
  • Led initiatives to identify knowledge gaps and implemented targeted learning plans.
  • Ensured effective client interactions to prevent communication gaps.
  • Shared meeting minutes promptly to eliminate miscommunication.
  • Facilitated team huddles and team-building activities to strengthen collaboration.
  • Conducted one-on-one sessions with executives to align goals and expectations.

Senior Consultant

IntouchCX
Bengaluru
01.2022 - 06.2022
  • Supported onboarding processes and maintained documentation for customer support systems.
  • Provided coaching and mentoring to new consultants and improved ticket resolution time.

Senior Consultant

Telligent Support LLP
Bengaluru
08.2020 - 12.2021
  • Handled high-volume customer queries, consistently exceeding SLA benchmarks.
  • Designed peer-led training modules for process standardization.

Senior Fulfillment Expert

Swiggy (Bundl Technologies Pvt Ltd)
Bengaluru
11.2018 - 03.2020
  • Resolved escalated support issues and delivered root cause analysis insights to management.
  • Updated internal knowledge bases utilizing frontline experiences to enhance information accuracy.
  • Engaged with vendors to secure product availability and mitigate out-of-stock situations.
  • Monitored order tracking processes to prevent delays and cancellations related to inventory shortages.

Executive – Sales Support and Marketing

Prompt Solutions Pvt Ltd
Bengaluru
11.2016 - 01.2018
  • Conducted product training sessions and resolved client escalations efficiently.
  • Coordinated delivery of client demos and support materials with marketing and sales teams.
  • Engaged clients through calls, emails, and in-person meetings to secure sales and address inquiries regarding 3M products.

Education

BBA - Business Administration And Management

Alvas College
Moodbidri, Karnataka

Pre-University - Commerce

Alvas PU College
Mangalore

High School -

Rotary English Medium & High School
Mangalore

Skills

  • Team leadership and coaching
  • Training and onboarding
  • Standard operating procedures development
  • Quality assurance and analysis
  • Performance metrics and dashboarding
  • Client relationship management
  • Stakeholder communication
  • Microsoft Office proficiency
  • Google Workspace proficiency
  • Employee engagement strategies
  • Data-driven decision making
  • Problem solving skills
  • Effective communication techniques
  • Workforce management strategies

Websites

Certification

  • Six Sigma – White Belt Certified

Accomplishments

  • A Cut Above – The Extra Mile Award, 2025 winner
  • Awarded 'Ace of Initiative' and 'Above and Beyond' for seven consecutive months - Intouchcx
  • Rookie of the Year - Prompt Solutions

References

References available upon request.

Timeline

Assistant Team Lead

IntouchCX
09.2024 - Current

Customer Support Supervisor

IntouchCX
07.2022 - 08.2024

Senior Consultant

IntouchCX
01.2022 - 06.2022

Senior Consultant

Telligent Support LLP
08.2020 - 12.2021

Senior Fulfillment Expert

Swiggy (Bundl Technologies Pvt Ltd)
11.2018 - 03.2020

Executive – Sales Support and Marketing

Prompt Solutions Pvt Ltd
11.2016 - 01.2018

BBA - Business Administration And Management

Alvas College

Pre-University - Commerce

Alvas PU College

High School -

Rotary English Medium & High School

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ASHWINI SHETTY