Dharmendar Sharma
Team Manager
Mohali
Summary
- Results-driven BPO Team Leader with 5+ years of experience in the E-commerce. Proven expertise in team management, operational performance, and SLA compliance with a strong background in progressing from Customer Care Executive to SME and Team Leader. Adept at driving KPI performance, managing escalations, and leading high-performing teams in fast-paced environments.
- Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
Work History
Team Leader Operations
Teleperformance
07.2023 - Current
- Lead end-to-end operations for a team of 15+ associates, ensuring SLA, quality, and productivity targets are consistently met
- Manage customer interactions related to payments, transactions, and account-related queries
- Handle complex escalations including disputes, refunds, and chargeback-related cases with a customer-first approach
- Drive KPI performance (CSAT, AHT, FCR) through structured coaching and data analysis
- Identify trends in customer issues and implement process improvements to reduce repeat escalations
- Collaborate with cross-functional teams to enhance customer journey and operational workflows
- Introduced process improvements (e.g., structured escalation tracking, quick-resolution templates) to reduce handling time and improve efficiency
- Conduct regular performance reviews and mentor team members for continuous improvement
SME
Teleperformance
02.2023 - 07.2023
- Provided expert support on transaction-related issues, refunds, and customer disputes
- Assisted in resolving complex cases involving payment failures and customer complaints
- Conducted knowledge transfer sessions on process updates, including dispute handling and escalation management
- Identified workflow gaps and suggested improvements to streamline operations
- Supported KPI tracking and contributed to performance improvement initiatives
Customer Care Executive
Teleperformance
11.2021 - 01.2023
- Managed international customer interactions via calls/chat/email, ensuring high customer satisfaction
- Resolved queries related to orders, payments, refunds, and account issues
- Handled escalated cases including complaints and service recovery scenarios
- Maintained performance metrics and contributed to overall team KPIs
Education
Bachelor of Commerce -
Indira Gandhi National Open University
Shimla03-2020
Skills
Operations Management & Team Leadership
Payments operations management
Fraud Awareness, Chargebacks & Dispute Resolution
KPI Ownership (CSAT, AHT, FCR, SLA, Quality)
Process Optimization & Automation Thinking
Data Analysis & Performance Reporting
Escalation & Risk Management
Customer Experience Strategy
Stakeholder & Cross-functional Collaboration
Training, Coaching & Talent Development
Interests
Listening Music, Dancing
Achievements
Award-winning Supervisor, Recognized for exceptional leadership among 20 experienced supervisor groups, Award-winning Supervisor for 6 consecutive months, Winner of TP star awards 2024, Awarded as in best team lead winner of TP star awards 2024, Recognized for exceptional leadership and commitment to team performance in the TP Star Awards 2024., Demonstrated excellence in client interaction and process improvement, contributing to award-winning team performance in the TP Star Awards
Timeline
Team Leader Operations
Teleperformance
07.2023 - Current
SME
Teleperformance
02.2023 - 07.2023
Customer Care Executive
Teleperformance
11.2021 - 01.2023
Bachelor of Commerce -
Indira Gandhi National Open University