Karan Talwar
Team Leader Operations
House No. 18 Second floor Pocket-25 Sec-24 Rohini, New Delhi
Summary
Flexible and proactive team leader with solid operations background over 6+ years in customer service. Attentive to employee and business needs and changing demands.
Overview
6
6
years of professional experience
Work History
Operations Team Leader
Cognizant
02.2022 - Current
- Handled the pilot batch and started M&A standard process.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Boosted employee morale with proactive recognition programs, ultimately improving retention rates.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Developed strong relationships with cross-functional teams to improve communication and collaboration.
- Provided effective leadership during periods of change or transition within the organization.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Improved operational efficiency by streamlining processes and implementing more effective procedures.
- Achieved superior service levels by closely monitoring performance metrics and addressing any issues promptly.
- Implemented quality assurance measures that led to improved product consistency.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
Team Leader Operations
Concentrix
11.2019 - 12.2021
- Key Responsibilities: Meet and exceed Client Metrics: Internal and External
- Managed and lead a team of 20+ agents
- Strengthen Operations management processes/framework to improve quality delivery
- Drive effective meetings with Action planning
- Understand and drive Metric improvement
- Develop the team members by providing necessary support and guidance and nominate them for different OD trainings as per development needs
- Accurately capture the reporting needs of the client and setup processes to seamlessly meet client expectations
- Ensure all SLA are met
- Ensuring consistency through calibrations amongst Sme and QAs.
Team Leader Operations
Interglobe Technologies
06.2018 - 11.2019
- Communicated with customers to provide best travel experience.
- Achieved best performer 3 times in the agent tenure.
- Worked as interim TL for 3 months and got promoted as Team leader operations in June.
- Oversaw a team of 20 representatives, handled weekly discussions to facilitate the establishment of team and Individual goals
- Achieved Best Team Leader on 4 occasions through this period
- Maintained seamless record of efficient staffing with proactive responses to employee sickness, turnover and reliable attendance
- Drove innovation and process improvement initiatives in the team and process.
Customer care Representative
Convergys
10.2017 - 06.2018
- Communicated with customers to ensure product understanding, answer questions and facilitate conflict resolution
- Achieved Employee of the Month on 2 occasions during the 9month period and received Second best employee award in February2018.
Education
Bcom(Hons) -
SOL Delhi University
2019
10+2 -
Ramjas School
Pusa Road 04.2001 -
Skills
Efficiency improvement skills
Compliance requirements
Operational Excellence
Workforce Planning
Team Member Training
Staff Development
Process Development
Resume Objective
Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company
Projects
Virgin Media (UK telecom service provider), Managed and lead a team of 20+ agents.
Dell (Out of warranty and Premium project), Managed and lead a team of 15+ agents.
Google (multiple projects), Managed and lead a team of 30+ agents.
Timeline
Operations Team Leader
Cognizant
02.2022 - Current
Team Leader Operations
Concentrix
11.2019 - 12.2021
Team Leader Operations
Interglobe Technologies
06.2018 - 11.2019
Customer care Representative
Convergys
10.2017 - 06.2018
10+2 -
Ramjas School
04.2001 -
Bcom(Hons) -
SOL Delhi University