BABY FAREEDA A
Bangalore
Summary
Customer Experience Team Lead around 8 years of leadership experience in Voice, Chat, and Email Support operations. Proven track record of improving CSAT from 49% to 88%, leading 20+ member teams, enhancing QA from 58% to 92%, and driving SLA-driven performance. Skilled in real-time monitoring, process improvement, quality audits, escalation handling, and CRM tools such as Freshdesk and Salesforce.
Overview
9
9
years of professional experience
Work History
Team Lead – Customer Experience
Licious
Bangalore
06.2022 - 09.2024
- Led a 20+ member Voice & Chat support team and improved CSAT from 49% to 88%.
- Ensured SLA, AHT, FCR, and adherence compliance through real-time queue monitoring.
- Conducted coaching, daily huddles, feedback sessions, and skill-building programs.
- Handled customer escalations, performed RCA, and improved process workflows.
- Built structured reporting dashboards and collaborated across teams for improvements.
Team Lead – Quality
Licious
Bangalore
09.2021 - 05.2022
- Improved QA scores from 58% to 92% through structured feedback and calibration.
- Led QA audits, monitored CSAT trends, and ensured quality consistency.
- Delivered regular insights for leadership through dashboards and VOC analysis.
- Designed calling script and QA metrics for Outbound marketing process.
Quality Analyst
Licious
Bangalore
05.2019 - 08.2021
- Conducted QA for Voice, Chat, Email & Outbound channels.
- Managed CSAT reports, QA dashboards, calibration sessions, and RCA activities.
- Conducted coaching and training sessions based on the QA performance scores.
Resource Management Analyst
HPE
Bangalore
02.2016 - 05.2018
- Managed workforce planning, staffing data, hiring forecasts, and performance dashboards.
- Monitored employee movements, attrition, transfers, and operational metrics.
Education
B.E. - Industrial Engineering & Management
MVJ College of Engineering
01.2015
PUC - PCMC – Science
SSLC -
Citizen High School
Skills
- Customer experience management
- Team leadership
- Voice and chat operations
- SLA and KPI oversight
- Quality audits
- Escalation management
- Root cause analysis
- SOP development
- Training and onboarding
- Real-time monitoring
- Reporting and dashboards
- Freshdesk expertise
- Salesforce proficiency
- Cross-functional collaboration
- Excel dashboard creation
- Data reporting
- Quality assurance tools
- Ticketing systems management
Hobbies and Interests
- Sketching
- Gardening
- Cooking
Languages
- Hindi (Fluent)
- Kannada (Fluent)
- Urdu (Fluent)
- Telugu (Manageable)
- English (Fluent)
Timeline
Team Lead – Customer Experience
Licious
06.2022 - 09.2024
Team Lead – Quality
Licious
09.2021 - 05.2022
Quality Analyst
Licious
05.2019 - 08.2021
Resource Management Analyst
HPE
02.2016 - 05.2018
B.E. - Industrial Engineering & Management
MVJ College of Engineering
PUC - PCMC – Science
SSLC -
Citizen High School