Summary
Overview
Work History
Education
Skills
Key Performance Indicators
Timeline
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Kavya Mehtani

Team Manager
Pune,Maharashtra

Summary

Results-driven Team Manager with over 10 years of leadership experience in the Customer Service and Customer Success industry. Skilled at driving team performance, achieving ambitious targets, and fostering a collaborative work environment. Experienced in delivering effective training, setting clear goals, and developing innovative strategies to improve processes and customer satisfaction. Recognized for strong communication skills, excellent time management, and a proven ability to lead and motivate diverse teams.

Overview

11
11
years of professional experience
3
3
years of post-secondary education

Work History

Team Manager

Foundever (SITEL)
London
11.2022 - 11.2023
  • Managed a team of 20 executives, consistently exceeding business objectives across financial, operational, and quality metrics
  • Monitored advisor performance against key KPIs, ensuring continuous improvement and accountability
  • Led the administration of a recognition and rewards program to boost morale and team motivation
  • Conducted call monitoring and evaluations to support targeted coaching and skill development
  • Resolved escalated customer issues while providing subject matter expertise to frontline teams
  • Developed and implemented training programs for new hires, improving onboarding efficiency and service quality

Team Leader

Crif Credit Solutions
Pune
02.2020 - 04.2022
  • Professionally handled difficult customer complaints and objections to maintain first class customer service standards.
  • Managed 15-20 advisors and provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Worked on Project with one of Analyst to clear build procedure to clear backlog of 24000 and successfully cleared in 1 month.
  • Team was rewarded as Best Team due to continuous efforts for clearance of backlog and working extra time.
  • Streamlined processes to achieve efficiencies and cost savings.
  • Analyzed Key Performance Indicator (KPI) data to identify trends and achieve team goals.
  • Developed and implemented training programs for new staff, enhancing team knowledge of credit assessment processes and tools.

Team Leader

Tech Mahindra
Pune
06.2012 - 09.2019
  • Handled customer queries and objections related to bills and network.
  • Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
  • Managed KPI led by organization and achieve goals set.
  • Have brief knowledge of Retention.
  • Had won 5 TOP NOTCH quarterly as Associate and 3 times best Advisor.
  • Progressed to Senior Associate /Mentor in 18 months working at company.

Education

Bachelor of Commerce -

Pune University
Pune
07.2009 - 05.2012

Skills

  • Client Management

  • Customer relationship management

  • Teamwork and collaboration

  • Operational excellence

  • Performance coaching

  • Management Reporting

  • Teamwork and collaboration

Key Performance Indicators

Customer Service

SQL

Power BI


Timeline

Team Manager

Foundever (SITEL)
11.2022 - 11.2023

Team Leader

Crif Credit Solutions
02.2020 - 04.2022

Team Leader

Tech Mahindra
06.2012 - 09.2019

Bachelor of Commerce -

Pune University
07.2009 - 05.2012

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Kavya Mehtani Team Manager