Summary
Overview
Work History
Education
Skills
CO-CURRICULAR ACTIVITIES
Declaration
Timeline
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Kruthika Yadav

Operations Team Lead
Hyderabad

Summary

Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.

Flexible and proactive team leader with solid operations background over 7+ years in BPO. Attentive to employee and business needs and changing demands. Demonstrated expertise in team management and problem solving, ensuring seamless operational performance.

Overview

7
7
years of professional experience

Work History

Operations Team Leader

IntouchCX
05.2022 - 09.2025
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.
  • Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
  • Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Set schedules and oversaw daily workflow.
  • Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
  • Optimized team performance, providing clear guidance and setting achievable goals.
  • Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
  • Implemented quality assurance measures that led to improved product consistency.

Subject Matter Expert

IntouchCX
11.2021 - 04.2022
  • Mentored junior team members, contributing to their professional growth and development.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Boosted team morale and productivity through effective leadership and clear communication.
  • Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
  • Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.

Technical Support Officer

Intouchcx
06.2018 - 10.2021
  • Managed a high chat volume during peak hours, maintaining exceptional service standards under pressure.
  • Improved customer satisfaction by resolving technical issues in a timely manner.
  • Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Mentored junior team members, fostering professional growth and improving team dynamics.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Education

B.Tech - Electronics Communication and Engineering

Sridevi Women’s College, JNTU
01.2017

Intermediate - M.P.C

Sri Gayathri Junior College
01.2011

10th - undefined

BGH School
01.2011

Skills

Process development

Policy development

Efficiency improvement skills

Operations management

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CO-CURRICULAR ACTIVITIES

Participated in Work shop PCB Circuit.

Declaration

I hereby declare that the above mentioned information is true, correct and complete to the best of my knowledge. PLACE: Hyderabad Kruthika Yadav

Timeline

Operations Team Leader

IntouchCX
05.2022 - 09.2025

Subject Matter Expert

IntouchCX
11.2021 - 04.2022

Technical Support Officer

Intouchcx
06.2018 - 10.2021

Intermediate - M.P.C

Sri Gayathri Junior College

10th - undefined

BGH School

B.Tech - Electronics Communication and Engineering

Sridevi Women’s College, JNTU

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Kruthika YadavOperations Team Lead