Ishita Rathod
Mumbai
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
Work History
Team Leader – Document Assessment & Quality Assurance
Teleperformance India
06.2022 - Current
- Leading bottom quartile team of 15+ members through structured mentoring and performance improvement initiatives
- Improved team AHT (Average Handle Time) by 18% through process optimization and training programs
- Reduced attrition rate by 22% through improved team engagement and career development pathways
- Maintained 95%+ adherence to SLAs on internal and external metrics through effective scheduling and monitoring
- Achieved 40% reduction in shrinkage through root cause analysis and corrective action plans
- Managed 100+ escalations monthly with 92% resolution rate maintaining client satisfaction
- Led TOPS (Teleperformance Operational Performance System) initiatives improving compliance score to 96%
Document Assessment Analyst – Fraud Detection Specialist
Teleperformance India
02.2021 - 06.2022
- Trained and certified on 127+ countries with expertise in multiple document types and fraud indicators
- Detected and blocked 95%+ counterfeit and fraudulent applications preventing onboarding losses
- Achieved Tier 1 analyst status for exceptional accuracy in identifying counterfeit, untrue, and suspected applications
- Maintained 99.2% accuracy rate in document assessment across all document types
Guest Service Executive – VIP Hospitality Management
Pranaam, Mumbai International Airport Ltd
07.2018 - 12.2020
- Managed relationships with 150+ VVIP clients and celebrities ensuring premium experience
- Handled 500+ reservation calls and emails monthly with 98% accuracy in booking details
- Awarded "Best Pranaam Officer 2019-2020" for outstanding customer service and operational excellence
- Maintained 95%+ client satisfaction rating on Pranaam Lounge reception services
Education
Diploma - Airport Groundstaff, Hospitality & Customer Services
Amigo Academy
Mumbai01.2018
Higher Secondary Certificate - undefined
Ramniranjan Jhunjhunwala College
Mumbai01.2017
Secondary School Certificate - undefined
Don Bosco High School
Mumbai01.2015
Skills
- Coaching
- Mentoring
- Complaint resolution
- Strategic planning
- Leadership
- Sales expertise
- Client communication
- Quality improvement
- Process improvement
- Teamwork and collaboration
- Work planning
- Coaching and mentoring
- Service level agreements
- Overseeing daily activities
- SOP adherence
- Performance evaluations
- Call center operations
- Problem-solving
- Analytical thinking
- Overtime management
- Attention to detail
- People management
- Performance improvement
- Goal setting
- Key performance indicators
- Issue resolution
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Team Leader – Document Assessment & Quality Assurance
Teleperformance India
06.2022 - Current
Document Assessment Analyst – Fraud Detection Specialist
Teleperformance India
02.2021 - 06.2022
Guest Service Executive – VIP Hospitality Management
Pranaam, Mumbai International Airport Ltd
07.2018 - 12.2020
Higher Secondary Certificate - undefined
Ramniranjan Jhunjhunwala College
Secondary School Certificate - undefined
Don Bosco High School
Diploma - Airport Groundstaff, Hospitality & Customer Services
Amigo Academy