Golla Mohan Kumar Yadav

Dynamic and result driven Team Leader with Over 2+ years of experience managing cross functional team in International Project.

• Successfully led a team of 25+ associates, fostering a collaborative and high-performance work environment.
• Keeping day to day activities organized.
• Regularly assessed team performance through KPIs and provided constructive feedback to ensure continuous improvement and alignment with organizational goals.
• Oversaw multiple projects simultaneously, ensuring timely completion and adherence to quality standards.
• Developed and implemented strategic plans to optimize team efficiency and productivity.
• Prepared and presented regular reports on team performance, project progress, and other relevant metrics to senior management.
• Ensured all team activities complied with company policies and industry regulations.
• Maintained high levels of customer satisfaction by ensuring the team met or exceeded service expectations.

• Handling a Team of 6 Team leaders who were reported by 18-25 employees each. Monitored over 120-140 employees.
• Driving the client KPI's.
• Dealing with Schedule changes, employee call-ins and other staffing issues.
• Filling in for absent employees as need to ensure smooth operations of the business.
• Worked as in Single point of contact for a salary helpdesk.
• Delegating tasks to employees.
• Keeping day-to-day activities organized.
• Recruiting and interviewing new hires.
• Leading training classes or providing one-on-one training to employees.
• Supervising employees and providing additional training and coaching as needed to ensure everyone is performing their job properly.
• Resolving disputes between employees.
• Addressing employee problems on the job to ensure everyone is thriving in the workplace and satisfied with their job.
• Motivating employees to perform well.
• Training employees in proper safety procedures and providing training updates as needed

Started as Customer Service Associate, Later promoted as Subject Matter Expert followed by Ops Team Leader who use to look after the Associates performance and helping hands to AM and Managing day to day business.

• Create an inspiring team environment with an open communication culture.
• Set clear team goals.
• Delegate tasks and set deadlines.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Discover training needs and provide coaching.
• Listen to team members' feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Encourage creativity and risk-taking.
• Suggest and organize team building activities

Handling a New Hire Training Batch (OJT) for 7 days and making employee successfully certified in the product and Handover to the BAU Operations.

• Focusing on Employees complete Product Certification.
• NHT Attendance, Ontime tracking.
• Making Employees experts in On floor KPIs.
• Product Briefing session for 1 hour in the initial 3 days.
• Pre-shift briefing on the previous days work observations.
• Real time Challenges solving.

• Proper call procedure followed by Quality.
• Ensuring to get High Customer satisfaction.
• Maintain the Average Handling Time.
• Handling Escalations in a smooth way.
• Attending pre shift briefing.
• 1 on 1 session with a supervisor to ensure the deliver the my better performance.
• Quality feedback from a QA

• Worked for Idea Telecom customer Service.