Harshad C N
Mumbai
Summary
Results-driven team leader with extensive experience in customer service operations and performance management. Proven ability to lead teams in managing escalations and monitoring key performance indicators, including average handling time and shrinkage. Expertise in implementing process improvements to enhance service delivery and operational efficiency. Strong focus on coaching and stakeholder management to achieve exceptional client service outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Acting Team Leader
ByteDance India Technology Pvt Ltd
Mumbai, India
04.2019 - 10.2025
- Assisted team leader in coordinating daily operations for 14 members.
- Facilitated team huddles to discuss process updates and ensure adherence to SLAs.
- Conducted quality audits and provided feedback to support performance improvement.
- Monitored AHT and shrinkage to maintain productivity levels.
- Supported team members through coaching and skill development initiatives.
- Prepared productivity and attendance reports for management review.
- Collaborated with cross-functional teams to enhance workflow efficiency.
- Organised team schedules to meet project deadlines.
- Reviewed team performance and suggested areas for improvement.
- Planned workloads and delegated tasks according to demand fluctuations.
- Handled complaints with effective communication and problem-solving.
- Achieved service time and quality targets.
- Promoted continuous learning within the team, encouraging professional development through workshops and seminars.
Senior Customer Service Agent
Capita India Pvt Ltd
Bangalore, India
08.2016 - 09.2018
- Managed billing, invoicing, and account reconciliation processes.
- Ensured compliance with operational and financial policies.
- Resolved escalations while maintaining SLA adherence.
- Improved workflow efficiency through cross-functional coordination.
- Addressed customer service enquires quickly and accurately.
- Utilised CRM software to record customer interactions, track cases, and manage resolutions efficiently.
Sports Analyst
Nielsen Sports India Pvt Ltd
Bangalore, India
08.2015 - 08.2016
- Assisted in analysing live sports data for brand placement tracking.
- Supported maintenance of high accuracy benchmarks during live coverage.
- Contributed to generation of analytical reports for client insights.
- Identified issues of public interest and importance to drive change.
Education
Bachelor of Business Administration - Business Studies and Accounting
IDSG College
Karnataka 2014
Skills
- Team leadership
- Operational efficiency
- Quality management
- Performance coaching
- SOP development
- Task monitoring
- Data-driven evaluation
Languages
English
Advanced
C1
Hindi
Proficient
C2
Kannada
Proficient
C2
Certification
- Fundamentals of Data Analysis – Coursera
Declaration
I hereby declare that all the above-written particulars are true to the best of my knowledge and belief.
Timeline
Acting Team Leader
ByteDance India Technology Pvt Ltd
04.2019 - 10.2025
Senior Customer Service Agent
Capita India Pvt Ltd
08.2016 - 09.2018
Sports Analyst
Nielsen Sports India Pvt Ltd
08.2015 - 08.2016
Bachelor of Business Administration - Business Studies and Accounting
IDSG College