Atul Rathor
Noida
Summary
Team Leader with proven ability to manage high-performing teams, drive KPI achievement, and enhance customer experience. Experienced in coaching and mentoring agents, handling escalations, and ensuring SLA and quality compliance. Strong leadership, communication, and problem-solving skills with a focus on improving productivity, team engagement, and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader
Teleperformance
Noida
07.2024 - Current
- Led team to enhance operational efficiency and workflow processes.
- Created strategies for problem solving and conflict resolution to enhance team dynamics.
- Fostered positive work environment that encouraged collaboration among team members.
- Implemented safety protocols to ensure a secure work environment for staff.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Addressed customer complaints effectively while ensuring high levels of customer service.
Team Leader
iEnegizer
Noida
04.2020 - 07.2024
- Led team to enhance operational efficiency and workflow processes.
- Coordinated training sessions for new team members to enhance integration and support ongoing skill development.
- Implemented safety protocols to ensure a secure work environment for staff.
- Resolved team conflicts promptly to foster a harmonious work atmosphere.
- Cultivated a positive work environment that encouraged collaboration and teamwork among members.
- Delegated daily tasks to team members to optimize group productivity.
SME Team Leader
Ienergizer
Noida
04.2019 - 03.2020
- Advised teams on best practices and industry standards in product development to align projects with market expectations.
- Collaborated with cross-functional teams to improve operational processes and efficiency.
- Evaluated user feedback to refine product features and improve user experience.
- Conducted training sessions on new systems and tools to improve team competency and application.
- Researched emerging trends to provide insights for strategic decision-making.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Customer Service Expert
Ienergizer
Noida
05.2015 - 03.2019
- Managed customer inquiries across multiple channels, ensuring prompt and accurate responses.
- Resolved product issues by coordinating with relevant departments, facilitating effective solutions for customers.
- Developed positive relationships with customers through clear and responsive communication.
- Collaborated with team members to streamline processes and improve service quality.
- Developed FAQs and guides to help customers navigate common issues independently.
- Documented customer interactions in the CRM system for accurate records.
Education
MCA -
GALGOTIAS UNIVERSITY
Greater Noida01-2015
BCA -
I.M.S ROORKEE
Roorkee01-2012
XII -
A.S.A SARSWATI VIDHYA MANDIR
Roorkee01-2008
X -
ARMY SCHOOL
Roorkee01-2006
Skills
- Team Handling & Leadership
- Coaching & Mentoring
- Team Motivation
- KPI management
- Performance Monitoring
- SLA Management
- Workflow optimization
- Escalation Handling
- Reporting and analysis
- Client Communication
- Problem Solving
Mother's Name
Mrs. Sunita
Personal Information
- Date of Birth: 10/02/90
- Gender: male
- Nationality: Indian
Hobbies and Interests
- Team Building Activities
- Learning New Skills
- Problem Solving
- Listening to Podcasts
- Reading Business / Leadership Content
Disclaimer
I confirm that the information provided above is accurate and true to the best of my knowledge and belief.
Father's Name
Mr. Ashok Kumar
Achievements And Extra Curricular
- Recognized for excellence in technical language competitions at college level
- Led and organized annual day functions, fests, and technical events across school and college
- Awarded multiple recognitions in school-level painting competitions 🎯
Languages
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1
Certification
Best Performance
Timeline
Team Leader
Teleperformance
07.2024 - Current
Team Leader
iEnegizer
04.2020 - 07.2024
SME Team Leader
Ienergizer
04.2019 - 03.2020
Customer Service Expert
Ienergizer
05.2015 - 03.2019
MCA -
GALGOTIAS UNIVERSITY
BCA -
I.M.S ROORKEE
XII -
A.S.A SARSWATI VIDHYA MANDIR
X -
ARMY SCHOOL