Summary
Overview
Work History
Education
Skills
Resume Objective
Projects
Timeline
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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

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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

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Karan TalwarTeam Leader Operations