Training, Coaching, and Performance Development
Kajal Shinde
Team Leader
Indore
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
3
3
Languages
Work History
Team Leader
Tech Mahindra
02.2021 - Current
- Developed comprehensive project plans, ensuring timely completion of tasks and delivering client satisfaction.
- Exceeded client expectations consistently by delivering exceptional results through strong leadership, efficient processes, and clear communication.
- Delivered successful projects by leading cross-functional teams and effectively managing resources.
- Coordinated with stakeholders to identify project requirements, aligning goals and expectations for successful results.
- Proved successful working within tight deadlines and a fast-paced environment.
- 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.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Support Associate
Tech Mahindra
09.2019 - 10.2020
- Resolve customer complaints via phone and e-mail.
- Understanding of operation metrics, people practices (Score calculation, parameters)
- Proper knowledge of customer care processes and techniques.
- Interacted with customers and provided information in response to queries, concerns, and requests.
- Updated the company database by inputting information from each call and keeping every customer field current.
- Monitored the customer satisfaction levels and development methods for increasing them.
- Collaborated with the sales team to develop efficient methods for handling issues with larger revenue customers.
- Assist in creating ways for delivering excellent customer service to irate or problematic customers.
- Possess enthusiastic and cordial attitude which is very much needed for customer acquisition.
Education
B.Tech - Computer Science & Engineering
01.2019
GPA: 7.07/10
Diploma - undefined
01.2016
GPA: 8.3/10
X - MP Board
01.2010
GPA: 69.00
Skills
Office: Word, Excel, PowerPoint
Quality improvement
People management
Team building
Client service
Coaching
Leading team meetings
Performance improvement
Work Planning and Prioritization
Client support
Attention to detail
Coaching and mentoring
Key performance indicators
Performance evaluations
Process improvement
Certification
Leadership Management
Interests
Training, Coaching, and Workforce Management and Queue Handling Root Cause Analysis (RCA) and Corrective Actions
Team Management and People Engagement
Accomplishments
- Eureka awards in Sheroes (Telecom)2025.
- Outstanding performance Award 2025
- Pat on the Back 2024
- Bravo Award
Community Service
Blood Donation Camp under the aegis of National Service Scheme
Affiliations
Operations Team – Bell Canada Process (Team Leader) in Tech Mahindra
Additional Information
- Awarded for consistent performance / leadership excellence
- Experience handling client audits and reviews
- Exposure to multiple processes or LOBs
Timeline
Leadership Management
08-2025
Team Leader - Tech Mahindra
02.2021 - Current
Customer Support Associate - Tech Mahindra
09.2019 - 10.2020
Lovely Professional University - B.Tech, Computer Science & Engineering
Lovely Professional University - Diploma,
Diamond Higher Secondary School - X, MP Board