Jessica Dharadhar
Mumbai
Summary
Dynamic operations leader with a proven track record at Firstsource Solutions Ltd, driving team performance and enhancing customer satisfaction. Expert in customer operations management and coaching, I successfully led a team of 16, achieving significant improvements in CSAT and retention rates while fostering a culture of development and excellence.
Overview
10
10
years of professional experience
Work History
Career Break & Professional Development
06.2023 - Current
- Planned career break to focus on personal development and reflection
- Prepared for workforce re-entry by engaging in refresher training and updating knowledge on industry processes
- Enhanced leadership readiness to align with evolving customer experience expectations
Team Leader – Operations (Sky UK Account)
Firstsource Solutions Ltd
Mumbai
04.2019 - 05.2023
- Led and managed a team of 16 customer service advisors handling UK telecom customers across voice and chat channels
- Oversaw daily operational activities including scheduling, attendance, productivity tracking, and performance reviews
- Drove team performance across key metrics such as CSAT, AHT, quality scores, sales conversions, and retention rates
- Conducted regular coaching sessions, one-to-ones, and performance feedback to support advisor development and consistency
- Supported sales, upgrades, and retention functions, contributing to improved customer satisfaction and reduced churn
- Handled administrative responsibilities including documentation, escalations, and coordination with quality and training teams
- Successfully managed expanded team sizes of up to 40 advisors during peak volumes and business transitions
- Assisted with training and OJT batches, ensuring new hires met production readiness standards
Customer Service Associate (Sky UK Account)
Firstsource Solutions Ltd
Mumbai
07.2016 - 03.2019
- Delivered end-to-end customer support for UK telecom customers across voice and non-voice channels
- Handled customer service queries, upgrades, and retention conversations in a high-volume environment
- Maintained strong quality and compliance scores while meeting performance targets
- Demonstrated consistent performance and process knowledge, leading to promotion into a leadership role
Education
Bachelor of Science - Information Technology
Nagindas Khandwala College
Mumbai06-2016
Skills
- Customer Operations Management
- Team leadership
- Sales
- Retention & Upgrades
- Voice and chat handling
- Performance monitoring
- Coaching feedback
- OJT Support
- Escalation handling
- Issue Resolution
- Process Adherence
- Quality Control
- Stakeholder management
- Cross-team collaboration
Hobbies and Interests
- Wellness & Fitness: Maintain a consistent fitness routine that supports discipline, focus, and sustained performance in structured work environments
- Cooking & Meal Planning: Practice structured meal planning and execution, reinforcing organization, time management, and attention to detail
- Travel & Cultural Exposure: Experience across diverse environments, strengthening adaptability, situational awareness, and customer-centric thinking
- Music & Performing Arts: Engage in singing and dance as creative outlets that enhance confidence, communication, and presentation skills
Career Break
06/01/23, Present, Took a planned career break for personal reasons, Actively preparing for workforce re-entry and open to refresher training and process updates, Focused on strengthening leadership readiness and adapting to evolving customer experience expectations
Languages
- English
- Hindi
- Marathi
Timeline
Career Break & Professional Development
06.2023 - Current
Team Leader – Operations (Sky UK Account)
Firstsource Solutions Ltd
04.2019 - 05.2023
Customer Service Associate (Sky UK Account)
Firstsource Solutions Ltd
07.2016 - 03.2019
Bachelor of Science - Information Technology
Nagindas Khandwala College