MADHAV KHURANA
Noida
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Team Leader Operations (T-Mobile Process)
iEnergizer BPO Limited
Noida
06.2022 - Current
- Lead a team of 12 agents and 1 SME in a blended customer experience environment.
- Manage and optimize key performance metrics, including attrition, shrinkage, customer satisfaction (C-SAT), and quality scores.
- Oversee daily floor operations, ensuring adherence to organizational policies and procedures.
- Motivated team members through recognition programs and performance-based incentives.
- Determined consumer needs to provide products and services appealing to larger market.
Team Leader Operations (Zomato_UAE Process)
Jindal Intellicom
MotiNagar
07.2021 - 06.2022
- Supervised a 25-seat operation focused on delivering exceptional customer service
- Responsible for the achievement of internal KPIs and maintaining compliance with quality standards
- Enhanced team performance through training and effective communication of organizational guidelines.
- Developed strategies for problem solving and conflict resolution among team members.
- Motivated team members through recognition programs and performance-based incentives.
Team Leader Operations (Flipkart Inbound Process)
Tech Mahindra
Noida
10.2019 - 04.2021
- Led a team of 20 agents and 1 SME, achieving exceptional customer experience in an inbound environment.
- Evaluated key performance indicators to determine successful strategies.
- Monitored key metrics, including attrition, shrinkage, and quality scores, to drive ongoing enhancements.
- Facilitated regular team briefings and performance reviews to uphold high service standards.
- Monitored daily workflow to ensure adherence to established policies and procedures.
Team Leader Operations (Zomato Inbound Process)
Radical Minds Pvt. LTD
Gurgaon
05.2019 - 11.2019
- Directed operations for a 24-seat team, focusing on rider and customer satisfaction
- Monitored internal KPIs and implemented strategies for performance enhancement
- Cultivated a culture of compliance and accountability through effective staff training.
Team Leader Operations (Bank of Baroda Outbound Process)
Live Digital Marketing Solutions
Noida
01.2018 - 04.2019
- Led a team of 30 agents, ensuring excellence in customer engagement and query resolution
- Oversaw team performance against KPIs, delivering regular performance reports and dashboards
- Provided mentoring and coaching to team members, enhancing overall effectiveness.
Trainer (Vodafone Outbound Sales & Axis Bank)
Kochar Infotech Pvt. Ltd
08.2015 - 01.2018
- Trained and developed a team of 100 in outbound sales and application installation processes
- Achieved client and internal KPIs, contributing to significant improvements in retention rates
- Conducted comprehensive process reviews and facilitated ongoing performance assessments.
Education
Bachelor’s Degree -
Punjab Technical University
Higher Secondary Education -
Punjab Board
Secondary Education -
Punjab Board
Skills
- Software Proficiency: Nortel, Cisco, Zoiper, Crystal, Aspect, ICRM, and PACs
- Leadership and team motivation
- Analytical and decision-making skills
- Adaptable and committed to continuous learning
- Microsoft Excel
- Coaching
- Performance improvement
- Key performance indicators
- Teamwork and collaboration
Personal Traits
- Employee Motivation and Retention Skills
- Effective Communication and Organizational Skills
- Detail-Oriented and Hardworking
Timeline
Team Leader Operations (T-Mobile Process)
iEnergizer BPO Limited
06.2022 - Current
Team Leader Operations (Zomato_UAE Process)
Jindal Intellicom
07.2021 - 06.2022
Team Leader Operations (Flipkart Inbound Process)
Tech Mahindra
10.2019 - 04.2021
Team Leader Operations (Zomato Inbound Process)
Radical Minds Pvt. LTD
05.2019 - 11.2019
Team Leader Operations (Bank of Baroda Outbound Process)
Live Digital Marketing Solutions
01.2018 - 04.2019
Trainer (Vodafone Outbound Sales & Axis Bank)
Kochar Infotech Pvt. Ltd
08.2015 - 01.2018
Bachelor’s Degree -
Punjab Technical University
Higher Secondary Education -
Punjab Board
Secondary Education -
Punjab Board
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