Mahima Marwah
Mohali
Summary
Results-oriented Team Manager with a diverse background in BPO operations. Leveraging extensive experience in optimizing daily operations, including chat/call audits, CSAT/DSAT scrubbing, and quality matrix maintenance. Proven ability to lead and motivate teams toward exceeding performance targets. Adept at fostering positive work environments and implementing effective strategies to enhance team productivity. Possesses a unique blend of creativity, interpersonal skills, and business acumen to drive success in dynamic and fast-paced settings. A demonstrated commitment to excellence, customer satisfaction, and continuous process improvement. Seeking a challenging leadership role to apply strategic insights and contribute to the success of a forward-thinking organization.
Overview
3
3
years of professional experience
Work History
Team Manager
Alorica
Mohali
09.2023 - Current
- Accomplished Team Manager at Alorica specializing in BPO operations.
- Proven track record in optimizing daily tasks: chat/call audits, CSAT/DSAT scrubbing, and quality matrix management.
- Successful in managing daily shrinkage for optimal resource allocation and productivity.
- Implemented targeted coaching programs, resulting in significant team performance improvements.
- Recognized for driving operational excellence and client satisfaction through strategic leadership.
- Proactive communicator fostering a positive team culture and exceeding performance targets.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
Assistant Manager Customer Care
Teleperformance
Mohali
08.2020 - 06.2023
- Directed customer care operations, achieving Csat.
- Collaborated with cross-functional teams to implement process enhancements, resulting in increased efficiency.
- Conducted regular training sessions to keep the team updated on industry trends and client requirements.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Documented all operational activities and maintained records of performance metrics.
- Reviewed performance reviews of team members and provided feedback as needed.
- Delegated work to staff, setting priorities and goals.
Wedding Relationship Manager
Shaadisaga
New Delhi
2019 - 2020
- Managed end-to-end relationships with clients, ensuring seamless coordination of wedding events.
- Collaborated with vendors and stakeholders to deliver high-quality services, exceeding client expectations.
- Resolved customer queries promptly, contributing to a high level of customer satisfaction.
Fashion Curator
Charmboard
New Delhi
2018 - 2019
- Curated and styled fashion content, contributing to increased engagement on digital platforms.
- Collaborated with marketing teams to create visually appealing and trend-setting content.
Freelance Fashion Stylist
Freelance
2018 - 2019
- Provided personalized fashion styling services to clients, fostering a loyal customer base.
Education
BBA -
Punjab University
Chandigarh01-2019
Creative Fashion Styling -
National Institue of Fashion Technology
New Delhi01-2018
Skills
- Quality Assurance
- KPI Tracking
- Schedule Management
- Administrative Management
- Customer Service Management
- Performance Improvement
- Data Management
- Employee Development
- Employee Scheduling
- Team Leadership
- Performance Evaluations
- Organizational Structuring
- Management Team Building
- Supervision and Training
- Decision-Making
- Employee Motivation
- Relationship Building
Languages
English
First Language
Hindi
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Timeline
Team Manager
Alorica
09.2023 - Current
Assistant Manager Customer Care
Teleperformance
08.2020 - 06.2023
Wedding Relationship Manager
Shaadisaga
2019 - 2020
Fashion Curator
Charmboard
2018 - 2019
Freelance Fashion Stylist
Freelance
2018 - 2019
BBA -
Punjab University
Creative Fashion Styling -
National Institue of Fashion Technology
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