Hermit Kaur
Team Leader- call center
Ghaziabad,UP
Summary
Dynamic team leader with a proven track record at FIS Global, excelling in team motivation and coaching. Enhanced productivity through process improvements and effective performance management. Skilled in client communication and call center operations, fostering a collaborative environment that drives exceptional results and boosts employee engagement.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Team Leader
FIS Global
03.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Team Coach
FIS Global
09.2022 - 03.2024
- Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.
- Improved team performance by implementing effective coaching strategies and setting clear goals.
- Participated in cross-functional team-building activities.
- Enhanced overall team productivity by creating a positive work environment and promoting open communication among team members.
- Evaluated employee performance regularly, identifying areas for improvement and offering constructive feedback for personal growth.
Customer Service Executive
FIS Global
05.2020 - 09.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound chats while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average chat time through efficient problem-solving skills without sacrificing quality of service provided.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Maintained up-to-date knowledge of product and service changes.
Primary School Teacher
EuroKids Pre-School
07.2019 - 03.2020
- Designed daily lesson plans customized to student needs.
- Maintained positive and professional classroom environment throughout school year.
- Met with parents to review Individualized Education Plans for at-risk students.
- Worked one-on-one with students to determine strengths, weaknesses, and learning patterns.
- Provided warm, supportive environment for developing academic, social, and emotional growth.
Associate Customer Service Representative
Tech Mahindra
09.2018 - 05.2019
- Participated in cross-functional teams to improve processes and drive organizational growth initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Conducted thorough research to provide informed solutions, enhancing overall client satisfaction levels.
- Exceeded performance metrics consistently by delivering exceptional customer service experiences.
Education
MBA - Sales And Marketing
School of Open Learning
New Delhi, India 04.2001 -
Diploma - Analytical Chemistry
IIT Kharagpur
West Bengal 04.2001 -
Bachelor of Science - Industrial Chemistry
ARSD College Delhi University
New Delhi, India 04.2001 -
Skills
Team supervision
Timeline
Team Leader
FIS Global
03.2024 - Current
Team Coach
FIS Global
09.2022 - 03.2024
Customer Service Executive
FIS Global
05.2020 - 09.2022
Primary School Teacher
EuroKids Pre-School
07.2019 - 03.2020
Associate Customer Service Representative
Tech Mahindra
09.2018 - 05.2019
MBA - Sales And Marketing
School of Open Learning
04.2001 -
Diploma - Analytical Chemistry
IIT Kharagpur
04.2001 -
Bachelor of Science - Industrial Chemistry
ARSD College Delhi University
04.2001 -
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