Christina Chai
Bengaluru
Summary
Dynamic Team Leader with a proven track record at Infosys BPO Limited, excelling in quality assurance and client relationship management. Expert in optimizing workflows and enhancing team performance through effective communication and training initiatives. Successfully led quality audits, driving process improvements and ensuring compliance with company standards.
Overview
11
11
years of professional experience
2002
2002
years of post-secondary education
1
1
Certification
Work History
Team Leader Manager
Infosys BPO Limited
Bengaluru
03.2006 - 03.2013
- Led team in daily operations and ensured adherence to quality standards.
- Coordinated training sessions to enhance team skills and performance.
- Managed workflow distribution to optimize resource allocation and efficiency.
- Led QualityTeam for close of projects and managed audits compliance as per company standards
- Handled client calls and reports and also was instrumental in getting Client Quality Operations to India
Sr. Quality Analyst
Aegis BPO Services limited
Bengaluru
02.2004 - 03.2006
- Conducted comprehensive quality audits on client deliverables and processes.
- Developed and implemented quality assurance strategies to enhance service delivery.
- Collaborated with teams to identify process improvements and resolve quality issues.
- Handled Client Calls and meetings
Customer Care Consultant
America Online
Bengaluru
12.2002 - 02.2004
- Assisted customers with technical issues and account inquiries efficiently.
- Provided exceptional service through multiple communication channels, including phone.
- Resolved customer complaints by identifying root causes and offering effective solutions.
Sales Administrative Coordinator cum Secretary
Grand Hyatt Delhi Branch Bengaluru
Bengaluru
07.2002 - 01.2004
- Coordinated sales and marketing reporting to Senior Sales Managers
- Handled calls and fixed appointments for managers
- Generated Hotel Rate Letters and faxed the receipts to clients.
Education
BCom With Vocational Travel And Tourism - Tourism And Travel Management
Mount Carmel College
Bengaluru , India 06.1997 - 04.2002
Tunbridge High School
Bengaluru , IndiaSkills
- Fair and effective communication skills with all stakeholders
- Team leadership and believe in team work
- Workflow management
- Quality assurance
- Client relationship management
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Certification
- School Contest Certificates
- Six Sigma Projects accredited by PACE team
Accomplishments
- Won Elocution Contests
- Team member and won first place for Green Belt Project accredited by PACE
Affiliations
- Good Team Player with ethical integrity values
- Effective Communication Skills
- Performance Driven
References
References available upon request.
Timeline
Team Leader Manager
Infosys BPO Limited
03.2006 - 03.2013
Sr. Quality Analyst
Aegis BPO Services limited
02.2004 - 03.2006
Customer Care Consultant
America Online
12.2002 - 02.2004
Sales Administrative Coordinator cum Secretary
Grand Hyatt Delhi Branch Bengaluru
07.2002 - 01.2004
BCom With Vocational Travel And Tourism - Tourism And Travel Management
Mount Carmel College
06.1997 - 04.2002
Tunbridge High School