Baljeet Kaur
New Delhi
Summary
Operations team lead with over 6 years of experience in managing high-performance teams to achieve KPI targets and enhance operational efficiency in high-volume environments. Expertise in shift operations management, escalation handling, and Excel-based reporting. Proven ability to oversee 25+ associates, driving productivity improvements while maintaining quality metrics at 99%. Skilled in coordinating cross-functional teams and supporting operational planning to align with business objectives.
Overview
10
10
years of professional experience
Work History
Operations Team Leader
IGT Solutions Pvt. Ltd.
01.2025 - Current
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Monitor daily shift operations, allocate tasks, and ensure smooth workflow management.
- Track KPIs, quality metrics, and performance dashboards using Excel-based reports.
- Conduct performance reviews, coaching sessions, and productivity improvement initiatives.
- Communicated effectively with cross-functional teams to align objectives.
- Improved team productivity by 18% and reduced escalation turnaround time by 22%.
Operations Team Lead
Concentrix
01.2023 - 01.2025
- Managed operational workflows and supervised teams in high‑volume process environments.
- Monitored performance metrics and ensured compliance with operational guidelines.
- Supported reporting, workforce coordination, and quality monitoring processes.
- Developed operational procedures to improve service delivery and consistency.
- Implemented quality control measures to maintain service standards across teams.
Content Policy SME & Associate
Webhelp
01.2019 - 01.2023
- Provided expert knowledge on customer service best practices and policies.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
Travel Consultant
Travel Xpress
01.2016 - 11.2018
- Developed customized travel itineraries for diverse client preferences and budgets.
- Built strong relationships with suppliers to enhance service offerings.
- Answered queries via phone, email or face-to-face contact regarding visas, passports, currency exchange rates.
- Resolved client inquiries and complaints to enhance customer satisfaction.
- Resolved customer complaints in a timely manner while ensuring satisfaction levels remain high.
Education
Goethe Zertifikat B1 -
Max Mueller Bhawan
01.2017
B.Com -
University of Delhi
01.2013
Senior Secondary -
CBSE
01.2007
Secondary Education -
CBSE
01.2005
Introduction to Microsoft Excel -
Coursera
Skills
- Team leadership and shift operations
- Coaching and mentoring
- Operations management
- KPI monitoring and performance management
- Excel reporting and data analysis
- Process improvement and productivity optimization
- Escalation management
- Customer-focused operations
- Cross-functional coordination
- Operational excellence
- MS office
- Effective communication
Accomplishments
- Operations Rockstar award for outstanding performance.
- Best Team Leader recognition for leadership and team motivation.
- Maintained 99% audit accuracy in operations.
- Led the team to multiple 'Best Team of the Month' recognitions.
Languages
- English
- Punjabi
- German
- Hindi
Software Skills
- MS Word
- Google Spreadsheet
- PPTs
- MS Excel
Timeline
Operations Team Leader
IGT Solutions Pvt. Ltd.
01.2025 - Current
Operations Team Lead
Concentrix
01.2023 - 01.2025
Content Policy SME & Associate
Webhelp
01.2019 - 01.2023
Travel Consultant
Travel Xpress
01.2016 - 11.2018
Goethe Zertifikat B1 -
Max Mueller Bhawan
B.Com -
University of Delhi
Senior Secondary -
CBSE
Secondary Education -
CBSE
Introduction to Microsoft Excel -
Coursera