Hitesh Malhotra
Team Leader
New Delhi
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Team Leader - CRM Operations
Accenture Solutions Pvt.Ltd
Gurgaon, India
03.2018 - Current
- Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
- Established clear goals for the team, providing direction and motivation towards achieving those objectives.
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
- Optimized process by up skilling and cross- skilling the employees in different domain's (Call/ Chat and Email LOB's) to enhance and uplift the process
- Delivered exceptional results consistently, exceeding set targets for both individual and team performance.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Improved CRM operations efficiency by streamlining processes and implementing new technologies.
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
Quality Assurance Analyst
Concentrix Daksh Services India Private Limited
Gurgaon, India
05.2015 - 02.2018
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Education
Bachelor of Arts -
Delhi University
New Delhi, India 04.2001 -
Skills
Microsoft Office
Problem-Solving
Team Leadership
Teamwork and Collaboration
Coaching and Mentoring
Business Analysis
Time Management
Performance metrics analysis
Certification
Won core value champion Award in Accenutre.
Timeline
Team Leader - CRM Operations
Accenture Solutions Pvt.Ltd
03.2018 - Current
Quality Assurance Analyst
Concentrix Daksh Services India Private Limited
05.2015 - 02.2018
Bachelor of Arts -
Delhi University
04.2001 -