Bappaditya Mondal
Senior Team Lead
Bengaluru
Summary
Amiable Technical Lead ready to rapidly onboard new personnel and kick start new projects. Achieves rapid and exceptional completion metrics through careful utilization of available skills and technical assets. Assembles effective teams by exploiting complementary competencies and collaborative employee relationships. Meticulous Technical Lead strictly adheres to both client-provided technical requirements and internal business goals. Balances project prioritization to fulfill both contractual obligations and internal revenue requirements. Provides foresight and management designed to grow satisfied customer bases and revenue figures.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
4
4
Languages
Work History
Senior Technical Leader
Marlabs Innovation Pvt Ltd
Bengaluru
11.2018 - Current
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Influenced company policy formulation through active participation in management meetings and contributing valuable insights from a Senior Team Leader perspective.
- Established clear performance metrics, monitoring progress routinely against set objectives for optimal results.
- Reduced operational costs through effective budget management and cost control measures.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Fostered strong relationships with key stakeholders through regular updates, maintaining transparency on project status at all times.
- Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Oversaw the successful execution of multiple projects by effectively managing risks and addressing potential issues proactively.
- Built a cohesive team culture by recognizing individual achievements while emphasizing collective success as the ultimate goal.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Developed comprehensive training programs to equip team members with the necessary skills for success in their roles.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Produced weekly, daily and monthly activity reports and forecasts.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Optimized resource allocation by analyzing project scopes and requirements, leading to cost savings and timely deliveries.
- Standardized project documentation practices, facilitating smooth knowledge transfer among team members while reducing errors in communication.
- Mentored junior team members, fostering a culture of continuous learning and professional growth.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
Team Lead
Toyota Tsusho Network Integration India Pvt Ltd
Bengaluru, Karnataka
04.2015 - 11.2018
- Launched new initiatives that improved overall operational efficiency and reduced costs by optimizing resource allocation.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Documented support interactions for future reference.
Customer Service Executive
Transact Global
Bengaluru
01.2013 - 10.2013
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Played a pivotal role in successful product launches by effectively communicating features and benefits to potential clients.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Education
Bachelor Of Computer Applications - Computer And Information Sciences
Manav Bharti University
Himachal Pradesh 01.2010 - 12.2012
Skills
ITIL Framework
Project Leadership
Performance Optimization
Project Management
Customer Service
Customer Technical Support
Customer Needs Analysis
Problem-solving aptitude
Multitasking
Interpersonal Skills
Adaptability and Flexibility
Problem-Solving
Effective Communication
Decision-Making
Accomplishments
- Achieved 100% CSAT from customer by maintaining 100% KPI with accuracy and efficiency.
- Received Best Team Lead award
- Certificate of recognition for the outstanding contribution towards project
- certificate of participation to the design thinking problem solving workshop for Marlabs CRM tool
- Spot Award for Best employee
- Received Best Team performer award
Certification
Foundation Of Project Management, Coursera- 1 Month
Timeline
Foundation Of Project Management, Coursera- 1 Month
05-2023
Senior Technical Leader
Marlabs Innovation Pvt Ltd
11.2018 - Current
ITIL Foundation V3
03-2017
Team Lead
Toyota Tsusho Network Integration India Pvt Ltd
04.2015 - 11.2018
Developing Mobile Apps for the Android Platform, NIIT
03-2015
Programming in Java
03-2015
Customer Service Executive
Transact Global
01.2013 - 10.2013
Bachelor Of Computer Applications - Computer And Information Sciences
Manav Bharti University
01.2010 - 12.2012