Summary
Results-oriented Operations Team Lead with 5 years of experience managing team performance, optimizing processes, and ensuring KPI and SLA compliance. Proven ability to lead and mentor high-performing teams while fostering collaboration across departments, including Product, Sales, and Support. Skilled in stakeholder management, providing actionable business insights, and driving product and process improvements to enhance customer satisfaction and operational efficiency. Recognized for strong analytical, leadership, and communication skills that support strategic decision-making and organizational growth.
Overview
9
9
years of professional experience
Work History
Operations Team Leader
Ienergizer IT Services Pvt Ltd
Noida
10.2019 - Current
- Led a team of 20 members, driving performance to consistently meet and exceed KPI and SLA targets.
- Led daily operations to ensure smooth workflow and team coordination.
- Generated detailed reports outlining KPIs, quality scores, and other related data points.
- Supported team objectives by coordinating resources.
- Ensured compliance with service level agreements (SLAs), reducing escalations, and improving customer satisfaction scores.
- Provided business reviews and data-driven insights to senior leadership, supporting strategic decision-making.
Customer Service Executive
Ienergizer IT Services Pvt Ltd
Noida
11.2017 - 10.2019
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Provided technical support when necessary to resolve complex problems.
Customer Service Representative
Start Solar Australia Pvt Ltd
09.2016 - 10.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Bachelor of Arts -
06-2020
Skills
- Team leadership and people management
- KPI and SLA achievement
- Stakeholder management and communication
- Performance coaching and mentoring
- Cross-functional collaboration
- Business insights and reporting
- Process improvement and optimization
- Customer experience management
- Strategic problem solving
- Conflict resolution and decision-making
Timeline
Operations Team Leader - Ienergizer IT Services Pvt Ltd
10.2019 - Current
Customer Service Executive - Ienergizer IT Services Pvt Ltd
11.2017 - 10.2019
Customer Service Representative - Start Solar Australia Pvt Ltd
09.2016 - 10.2017
Indra Gandhi National Open University - Bachelor of Arts,