Microsoft Excel
BAWAN GILL SINGH
Operations Team Leader | Driving KPI/SLA Performance & Team Growth For [20+] Agents | BPO & Customer Operations
Mohali,PB
Summary
Results-driven Team Leader with over six years in BPO operations and customer support. Skilled in managing teams to exceed service level agreements and quality targets while fostering engagement and retention. Experienced in training new hires, enhancing operational efficiency, and implementing process improvements. Strong background in frontline customer support, recognized with the Customer Obsession Award for exceptional service delivery.
Overview
2
2
Languages
6
6
Certifications
8
8
years of professional experience
2
2
Languages
Work History
Team Leader
TaskUs
09.2022 - 03.2026
- Lead and manage a team of around 20+ employees, consistently working to exceed SLA and quality benchmarks.
- Enhanced team retention and engagement through targeted coaching and career development conversations.
- Identified and drove process improvements that measurably improved team productivity and service quality.
- Implemented process improvements that increased team productivity and service quality.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Trained 3 new batches and supported 4 additional batches through nesting, helping new hires reach production readiness smoothly and confidently.
- Assisted in recruitment to build team of top performers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Streamlined workflows to reduce turnaround times for critical tasks.
- Supported recruitment efforts by screening candidates and scheduling interviews. to build team of top performers.
- Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
- Built strong relationships with senior management, customers, and suppliers to ensure successful delivery of key projects and initiatives.
TeamMate
TaskUs
12.2021 - 09.2022
- Delivered customer support and resolved service issues using internal support tools and workflows, ensuring customer satisfaction.
- Maintained strong performance metrics, contributing to team success through quality scores and productivity targets.
- Maintained strong performance metrics including quality scores and productivity targets.
- Provided help to customers and team members with a positive attitude.
- Identified workflow improvements that enhanced operational efficiency and streamlined processes.
- Provided coverage during flexible hours to meet staffing needs. across night, weekend, and holiday shifts.
- Worked flexible hours across night, weekend, and holiday shifts.
Senior Customer Service Representative
Concentrix Daksh Services India Private Ltd, Gurgaon
07.2019 - 12.2021
- Delivered customer service and seller support for Amazon via messaging and email, enhancing customer engagement.
- Resolved listing issues, account concerns, and operational problems with internal tools, contributing to overall customer satisfaction.
- Handled high volumes of customer inquiries on refunds, replacements, and product concerns, ensuring prompt resolutions.
- Earned the Customer Obsession Award for delivering high service quality and customer satisfaction.
- Awarded with the Customer Obsession Award for maintaining high service quality and customer satisfaction.
Digital Marketing Intern
Flying River Films
08.2020 - 10.2020
- Contributed to digital marketing campaigns on Facebook, Instagram, and Quora, enhancing brand visibility.
- Developed content and engagement strategies to strengthen online presence.
- Contributed ideas during marketing campaign brainstorming sessions.
Software Developer
Source DOTcom Pvt. Ltd, Shillong
09.2018 - 02.2019
- Debugged and resolved client website issues, enhancing performance and stability.
- Conducted maintenance and updates for web platforms, ensuring optimal functionality.
- Contributed to development efforts by completing assigned tasks including creating simple webpages.
Education
Bachelor Of Commerce - Management
12-2018
High Secondary - undefined
12-2014
High School - undefined
12-2012
Skills
Operations Management
KPI & SLA Monitoring
Process Improvement
Customer Experience Management
Workforce Management
Performance Management
Daily oversight
Shift scheduling
Client relationship management
Conflict Resolution
Stakeholder Communication
Team collaboration
Coaching
Performance enhancement
Documentation
Customer support
Core Skills
Software
Google Sheets
Microsoft PowerPoint
Microsoft Word
AI Tools: ChatGPT, Gemini, Microsoft Copilot
Adobe Photoshop
Adobe Premiere Pro
Canva
Certification
Microsoft Office Specialist PowerPoint 2016
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
EF SET English Certificate
05-2026
Lean Six Sigma White Belt
12-2025
Google AI Essentials
08-2025
Team Leader - TaskUs
09.2022 - 03.2026
TeamMate - TaskUs
12.2021 - 09.2022
Beginner's Trading Certification
09-2020
Digital Marketing
08-2020
Digital Marketing Intern - Flying River Films
08.2020 - 10.2020
Senior Customer Service Representative - Concentrix Daksh Services India Private Ltd, Gurgaon
07.2019 - 12.2021
Software Developer - Source DOTcom Pvt. Ltd, Shillong
09.2018 - 02.2019
Microsoft Office Specialist PowerPoint 2016
12-2017
St. Anthony's Higher Secondary School - High School,
St. Anthony's Higher Secondary School - High Secondary,
St. Anthony's College - Bachelor Of Commerce, Management
PERSONAL SNIPPETS
- Hobbies: Photography, Video Games, Traveling, Football, Anime, Movies, Music
- Extra-Curriculum: The Bharat Scouts & Guides Rajya Puraskar Awardee; Participated in State and District Level athletic meets and various football tournaments.