Summary
Overview
Work History
Education
Skills
Languages
Areas Of Interest
Personal Information
Timeline
Generic

Geeta Kumari

New Delhi

Summary

Results-driven and people-oriented Team Manager with 7+ years of experience in customer service, operations, and team leadership. Proven ability to lead high-performing teams, manage KPIs, drive operational efficiency, and deliver exceptional customer experience. Adept at managing escalations, optimizing workflows, and coaching team members for performance growth. Seeking a managerial opportunity at Cvent to contribute strategic insight and foster high-impact outcomes.

Overview

13
13
years of professional experience

Work History

Business Team Manager

Call BA
11.2022 - Current
  • Leading and managing a team of customer service representatives or agents.
  • Providing guidance, support, and mentorship to team members to help them achieve their goals and develop their skills.
  • Setting performance targets and key performance indicators (KPIs) for the team.
  • Providing ongoing training and coaching to existing team members to enhance their skills and keep them updated on changes in policies, procedures, and products.
  • Managing the workflow within the team to ensure that tasks and calls are distributed evenly and efficiently.
  • Monitoring call queues and adjusting staffing levels as needed to meet service level agreements (SLAs) and maintain customer satisfaction.
  • Monitoring and evaluating customer interactions (e.g., phone calls, emails) to ensure that they meet quality standards and compliance requirements.
  • Analyzing data and performance metrics to identify trends, patterns, and areas for improvement.
  • Identifying opportunities for process improvement and efficiency gains within the team and the contact center as a whole.
  • Implementing initiatives and best practices to drive continuous improvement and enhance the customer experience.
  • Collaborate closely with internal stakeholders including shift supervisors, contact center managers, and commercial teams to align strategic objectives.
  • Lead recruitment, onboarding, and skills assessment of new team members to maintain high hiring standards.

Supervisor

Call BA
01.2022 - 11.2022
  • Delivered 24/7 Duty Desk coverage, promptly resolving queries and issues raised by staff and customers.
  • Managed legal and direct escalations from leadership, ensuring timely resolution and effective communication.
  • Conducted floor briefings and ensured consistent communication of daily operational updates and expectations.
  • Compiled and shared weekly operational reports with key stakeholders and leadership.
  • Provided technical expertise and on-the-spot assistance to agents, boosting issue resolution efficiency.
  • Oversaw break adherence and shift logistics during non-operational hours of the CMC team.
  • Monitored and managed floor productivity, ensuring proper usage of Aspect codes and attendance tracking.
  • Ensured smooth transitions between shifts through clear and actionable handovers.
  • Made budget-related decisions under approval guidelines and supported the Global Refunds Audit team in operational matters.

Customer Service Executive

Call BA
08.2019 - 01.2022
  • Delivered end-to-end assistance to British Airways customers—from booking flights to post-arrival queries—ensuring a seamless travel experience.
  • Maintained consistently high Quality and SSL scores (100%), demonstrating excellence in compliance, service standards, and communication.
  • Demonstrated adaptability and resilience while working in a 24/7 shift environment, consistently meeting performance and service targets.
  • Provided accurate guidance and resolution for booking issues, policy inquiries, flight disruptions, special assistance, and other travel-related concerns.
  • Leveraged strong communication and interpersonal skills to build rapport with global customers, ensuring high satisfaction and loyalty.
  • Applied in-depth product and policy knowledge to educate customers and resolve queries with efficiency and confidence.
  • Maintained a professional, empathetic, and customer-centric approach, enhancing trust and brand reputation.
  • Recognized for being highly approachable and solution-oriented, making it easy for peers and customers to seek support.

Senior Sales Representative

SpyHook Technologies Pvt Ltd.
01.2016 - 02.2019
  • Handled inbound and outbound calls to assist customers with software activation, renewals, and upgrades, ensuring a seamless onboarding and product experience.
  • Applied consultative sales techniques to identify customer needs and recommend appropriate product solutions, contributing to increased revenue and user retention.
  • Actively pitched premium software plans, feature enhancements, and support packages, achieving and often exceeding monthly sales targets.
  • Built strong rapport with customers by providing personalized support, which fostered trust, repeat business, and cross-selling opportunities.
  • Collaborated with the technical support team to resolve complex issues, ensuring high customer satisfaction and minimizing churn.
  • Delivered compelling product presentations and feature demonstrations to educate users and boost conversion rates.
  • Gathered customer feedback to understand market needs and shared insights with product teams for continuous service improvements.
  • Recognized for consistently meeting KPIs related to call handling, revenue generation, and customer engagement metrics.

Sales Representative

Digital Web Developers Pvt. Ltd.
01.2013 - 01.2016
  • Interacted with potential and existing customers to provide detailed information on products and services including website design, hosting, and maintenance solutions.
  • Assisted customers in processing and canceling orders while ensuring accuracy, compliance, and customer satisfaction.
  • Maintained comprehensive records of customer interactions, transactions, and follow-up actions in CRM systems to support efficient sales operations.
  • Handled inquiries, resolved complaints, and tracked feedback to improve service delivery and enhance customer experience.
  • Followed up on client requests and ensured timely resolution and closure of open issues to maintain high customer retention.
  • Delivered persuasive product pitches tailored to customer needs, effectively upselling services and closing deals.
  • Collaborated with the design and technical teams to understand service capabilities and set accurate customer expectations.
  • Contributed to achieving monthly sales targets by applying consultative selling techniques and objection handling.

Education

Bachelor of Commerce -

Kalinga University
Raipur
01.2017

12th Grade (CBSE) -

Manava Bharti India International School
New Delhi
01.2011

10th Grade (CBSE) -

Manava Bharti India International School
New Delhi
01.2009

Skills

  • Leadership
  • Team Building
  • Communication
  • Decision-Making
  • Conflict Resolution
  • Time Management
  • Performance Management
  • Adaptability
  • Recruitment and hiring

Languages

  • Hindi
  • English

Areas Of Interest

  • Movies
  • Traveling
  • Physical Activities (Fitness and Yoga)

Personal Information

  • Father's Name: Late Mr. Madho Singh Diyarakoti
  • Date of Birth: 06/25/93
  • Marital Status: Single

Timeline

Business Team Manager

Call BA
11.2022 - Current

Supervisor

Call BA
01.2022 - 11.2022

Customer Service Executive

Call BA
08.2019 - 01.2022

Senior Sales Representative

SpyHook Technologies Pvt Ltd.
01.2016 - 02.2019

Sales Representative

Digital Web Developers Pvt. Ltd.
01.2013 - 01.2016

Bachelor of Commerce -

Kalinga University

12th Grade (CBSE) -

Manava Bharti India International School

10th Grade (CBSE) -

Manava Bharti India International School

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Geeta Kumari