Summary
Overview
Work History
Education
Skills
Technical Skills
Certification
Accomplishments
Timeline
Generic

Ekansh Kaushik

Team Lead
Delhi

Summary

Goal-driven and adaptable lead in operations with an insightful approach to tackling various business issues. Skilled at motivating employees to meet challenging demands through an open and encouraging supervisory style. Accumulated 8 years of experience and eager to take on a new and challenging role to effectively support business needs with expertise.


Overview

9
9
years of professional experience
6
6
years of post-secondary education
3
3
Certifications

Work History

Team Lead

Cognizant
Noida
12.2024 - Current
  • Leading a LOB of an insurance project with total headcount of 40 employees.
  • Create and manages multiple reports related to project operations such Production, SLA, Accuracy.
  • Managed entire transition of the LOB from initial stage to current streamlined stage.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision-making.

Lead - Operations

HCLTECH
Noida
11.2018 - 12.2024
  • Managing the voice LOB for Americas region.
  • Leading a team 20+ employees including two SMEs.
  • Working with the transformation team to help digitize the project to improve overall customer experience.
  • Developed and implemented operational strategies to increase efficiency and productivity of team.
  • Worked on multiple campaigns to improve different customer service metrics including AHT, Shrinkage, Attrition, Production, Service Level.
  • Ensure monitoring of daily operations and evaluate performance of staff, providing feedback and coaching as needed.
  • Creates and manages reports on staff performance, customer satisfaction and other topics for upper management.
  • Identifies areas for improvement in processes, procedures, tools, and technologies used by the operations team.
  • Conducts regular meetings with team members to review progress on projects and discuss any issues or concerns they may have had.
  • Provided guidance on best practices for customer service excellence to drive business growth objectives.
  • Ensured compliance with company policies, industry regulations, and safety standards throughout all operations activities.
  • Achieved high-performance targets through effective delegation of tasks based on individual strengths and skill sets among team members.

Web Developer

Kautilya Solutions
Noida
11.2016 - 11.2018
  • Assisted in the development of digital marketing campaigns for clients, including email, SEO and SEM, and social media.
  • Developed content for websites, blogs, and social media platforms to increase brand awareness.
  • Analyzed website metrics such as page visits and conversions to measure success of campaigns.
  • Researched potential customers to identify target audiences through surveys and focus groups.
  • Conducted keyword research and analysis to optimize search engine optimization efforts.
  • Collaborated with design team on graphic elements for digital campaigns such as logos, banners.

Education

B.Tech - Computer Science

Dr APJ Abdul Kalam Technical University
Noida
08.2012 - 08.2016

Senior Secondary - Science

GBSSS No 3
Delhi
04.2011 - 05.2012

Higher Secondary - General

SBV No 1
Delhi
04.2009 - 05.2010

Skills

Project Management

Operations Management

Team Management

Team Leadership & Development

Process Improvement Initiatives

Quality Assurance

Business Development

Coaching and mentoring

Client communication

Technical Skills

  • MS Excel.
  • MS Powerpoint.
  • MS Power BI.
  • Power Apps.
  • Verint.


Certification

Certified People Manager - HCLTECH.

Accomplishments

  • Run successful campaigns to improve different customer service metrics including AHT, Shrinkage, Attrition, Productivity.
  • Received recognition for improving business process by helping implement various tools to digitize the process.
  • HCLTECH Achiever's League Award 2023.
  • Received multiple individual & team R&R Awards.

Timeline

Team Lead

Cognizant
12.2024 - Current

Lead - Operations

HCLTECH
11.2018 - 12.2024

Web Developer

Kautilya Solutions
11.2016 - 11.2018

B.Tech - Computer Science

Dr APJ Abdul Kalam Technical University
08.2012 - 08.2016

Senior Secondary - Science

GBSSS No 3
04.2011 - 05.2012

Higher Secondary - General

SBV No 1
04.2009 - 05.2010

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Ekansh KaushikTeam Lead