Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Certification
Languages
Personal Information
Timeline
Generic

Surekha

Mohali

Summary

Accomplished Team Leader with in-depth experience consistently rising through ranks. Well-versed in personnel management, Team Handling. Dedicated to complete knowledge of company products and services for optimized customer service. Skilled in solving complicated issues and making proactive operational changes.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Team Leader

Swiggy Instamart (Aspire Teleservices)
Mohali
02.2025 - Current
  • Ensured compliance with all safety regulations in the workplace.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Established clear expectations for employees, providing guidance when needed.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Conducted regular performance reviews to assess individual team member progress.

Team Leader

Teleperformance
Mohali
11.2019 - 01.2025
  • Monitor Team performance on day to day basis and define corrective & preventive actions & identify improvement opportunities.
  • Develop visual and non-visual-based SOPs for knowledge-sharing and process improvements.
  • Driven, team player that is motivated to take responsibility and ensure successful outcomes across activates.
  • Ability to work under tight deadlines with short turnarounds in the fast-paced working environment.
  • Adhere TOPS ( Teleperformance operational process and standard)
  • Maintained excellent attendance record of 25 agents in team and record of consistently arriving to work on time as per client matrix.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting and analysis that data.
  • Meetings the KPI's ( shift adherence, shrinkage, login hours attrition)

Customer Care Executive

Teleperformance
Mohali
11.2018 - 07.2019
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handling 60 to 70 cold calling of potential customers.

Mathematics Lecturer

Puri Public Sen. Sec. School
Azampur
01.2010 - 12.2017

Education

Masters In Economics -

Punjabi University Patiala
Patiala, Punjab
04.2014

Masters In Punjabi -

Punjabi University Patiala
Patiala, Punjab
04.2012

Bachelor in Education -

Punjab University
Punjab
04.2009

12th -

Government Sr. Sec. School
Nurpur Bedi
03.2004

10th -

Government Sr. Sec. School
Nurpur Bedi
03.2002

Skills

  • Team leadership
  • Conflict resolution
  • Customer service
  • Performance management
  • Data analysis
  • Microsoft Excel

Hobbies and Interests

  • Listening soft music
  • Reading books

Certification

It is certified that all the above particulars submitted by me is true to best of my Knowledge.

Languages

  • English
  • Punjabi
  • Hindi

Personal Information

  • Nationality: Indian
  • Marital Status: Married

Timeline

Team Leader

Swiggy Instamart (Aspire Teleservices)
02.2025 - Current

Team Leader

Teleperformance
11.2019 - 01.2025

Customer Care Executive

Teleperformance
11.2018 - 07.2019

Mathematics Lecturer

Puri Public Sen. Sec. School
01.2010 - 12.2017

Masters In Economics -

Punjabi University Patiala

Masters In Punjabi -

Punjabi University Patiala

Bachelor in Education -

Punjab University

12th -

Government Sr. Sec. School

10th -

Government Sr. Sec. School

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Surekha