Music
Aurvind Jyoti
Team Leader
Noida
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
17
17
years of post-secondary education
3
3
Languages
Work History
Team Leader
Teleperformance
11.2023 - Current
- Promoted open communication channels among team members for better alignment on goals and objectives.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Streamlined team processes for increased efficiency and productivity.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Leveraged data-driven insights to identify patterns in customer inquiries, enabling proactive process improvements.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Team Leader
Cyber Information Systems Pvt Ltd
04.2022 - 11.2023
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Subject Matter Expert
Wipro
07.2021 - 04.2022
- Handled a Team as Adhoc Team Leader.
- Mentored junior team members, contributing to their professional growth and development.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
Content Moderator
Genpact
01.2021 - 07.2021
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Prevented potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Upheld brand reputation by promptly addressing any copyright infringement complaints lodged against the platform''s user-generated content.
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
Subject Matter Expert
Tech Mahindra
06.2018 - 12.2020
- Designed and prepared technical reports, studies, and related documentation.
- Improved user productivity and efficiency through system training and support.
- Monitored and tracked user progress to identify improvement opportunities.
- Regular Update on process knowledge and SOP and sensitize entire floor about same.
- Managing team on absence of Team leader
- Managing team performance and team scores.
- Assist TLs to monitor/manage agent’s queries, productivity and attendance
- Maintain Exemplary Attendance and Punctuality.
- Communicate with associate to resolve any process issues/data.
Phone Banking Officer
ICICI Bank
01.2016 - 02.2018
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims.
- Monitor / Investigate customer’s credit card & savings accounts dispute cases and fraudulent activity
- Taking measures to stop/evade fraudulent transaction and ensuring customer security and satisfaction like Card Block.
- Works with dispute specialists to investigate dispute transaction claims.
- Taking measures like debit card blocking, internet banking deactivation and if required account debit freeze.
- Fraud Reporting and Dispute Management : a. Credit Card and Account Frauds & Disputes. b. Identification of Fraudulent transactions.
- Handled over 100 incoming telephone calls, emails and chat requests
Education
Bachelor of Technology - Electrical And Electronics
Trident Academy of Technology
Bhubaneswar 04.2011 - 10.2015
Bachelor of Science - Science
Driems Science College
Cuttack 04.2009 - 04.2011
School - CBSE
Joharimal School
Cuttack 03.1999 - 04.2009
Skills
Performance improvement
Complaint resolution
Key performance indicators
Technical Support
Excel
Shrinkage Control
Attrition Management
Team Management
Accomplishments
- Supervised team of 25 staff members.
- Was also a part of training team where I have given training a new site of Amazon process.
- Was awarded Best Team Leader consecutively for 2 months.
Interests
Cricket
Additional Information
I hereby declare that the above information furnished is true to the best of my knowledge and believe.
Timeline
Team Leader
Teleperformance
11.2023 - Current
Team Leader
Cyber Information Systems Pvt Ltd
04.2022 - 11.2023
Subject Matter Expert
Wipro
07.2021 - 04.2022
Content Moderator
Genpact
01.2021 - 07.2021
Subject Matter Expert
Tech Mahindra
06.2018 - 12.2020
Phone Banking Officer
ICICI Bank
01.2016 - 02.2018
Bachelor of Technology - Electrical And Electronics
Trident Academy of Technology
04.2011 - 10.2015
Bachelor of Science - Science
Driems Science College
04.2009 - 04.2011
School - CBSE
Joharimal School
03.1999 - 04.2009