Summary
Overview
Work History
Education
Skills
Languages
Timeline
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BAPPI ADHIKARI

Gurgaon

Summary

Team Leader with 7+ years of experience in the BPO sector, with expertise in different domains in quality, operations, and training.

I am an adaptable leader with a goal-oriented mindset, having work experience in customer service and BFSI processes.

Aiming to achieve a challenging and professional position where I can make a significant contribution to the organization in the form of my dedication, using all my skills and knowledge.

Proficient with project management, personnel training and team management. Sets example for work ethic, punctuality and quality.

Overview

6
6
years of professional experience

Work History

Team Leader

Teleperformance
Gurgaon
11.2023 - Current
  • Handled several projects for different KPI bottom quartile performers of LOB to meet the client's required target.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Established clear expectations for employees, providing guidance when needed.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.

Team Leader

Concentrix
Gurgaon
06.2022 - 11.2023
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Researched issues and made quick decisions to achieve efficient and effective resolutions.
  • Developed junior team members and cultivated a collaborative culture as a mentor.
  • Introduced practical strategies to promote customer satisfaction.
  • Maintained a constructive team environment through effective mediation of disputes between associates and application of motivational techniques.
  • Performed quality audits as a temporary quality analyst and provided feedback to improve process and agents' performance.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

Senior SME

Concentrix
Gurgaon
03.2020 - 06.2022
  • Provided training sessions for new employees at the SME.
  • Oversaw daily operations including staff management and customer service at the SME.
  • Applied product knowledge to enhance client product and articles, to streamline operations.
  • Supervised teams working on projects related to development or expansion initiatives of the company.

  • Analyzed key performance indicators to identify effective strategies.
  • Assessed company operations for compliance with safety and quality standards.

Quality Auditor

Concentrix
Gurgaon
01.2019 - 03.2020
  • Conducted internal audits to ensure compliance with quality standards.
  • Monitored product performance and identified areas for improvement.
  • Developed and maintained audit plans, checklists and procedures.
  • Performed root cause analysis of non-conformance issues.
  • Worked on bottom quartile agents to achieve client required target and standard

Senior Associate

Concentrix
Gurgaon
05.2018 - 01.2019
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Meet client-set KPI targets efficiently.
  • Developed junior team members and cultivated a collaborative culture as a mentor.
  • Introduced practical strategies to promote customer satisfaction

Education

Bachelor of Arts -

I.E.C. (India Education Centre) University
Solan, Himachal Pradesh, India
09-2021

Intermediate - 12th -

The National Institute of Open Schooling (NIOS)
01-2017

Skills

  • Team Supervision
  • People Management
  • SLA Management
  • Shrinkage management
  • Coaching and Mentoring
  • Quality Improvement
  • Goal Oriented
  • Multitasking abilities
  • Proactive and Intuitive leader

Languages

  • Hindi
  • English

Timeline

Team Leader

Teleperformance
11.2023 - Current

Team Leader

Concentrix
06.2022 - 11.2023

Senior SME

Concentrix
03.2020 - 06.2022

Quality Auditor

Concentrix
01.2019 - 03.2020

Senior Associate

Concentrix
05.2018 - 01.2019

Bachelor of Arts -

I.E.C. (India Education Centre) University

Intermediate - 12th -

The National Institute of Open Schooling (NIOS)

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BAPPI ADHIKARI