Mahizhini Umashree Govindaraj
Bangalore
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Team Leader in Tele Sales Leadgen
NoBroker Technologies Solutions Pvt. Ltd.
Bangalore
03.2020 - 04.2024
- Created strategies to ensure the successful completion of projects within budget and timeline.
- Responsible for Central Lead Generation and sales team for NoBrokerHood vertical also Managing the day to day activities of the team and ensuring the attainment of revenue goals.
- Performance Management - Monitoring, Coaching, developing team members to help them achieve their KRA Targets
- Collaborated with other departments to resolve customer issues in a timely manner.
- Conduct regular performance evaluations and provide feedback to the team members also Monitored team performance to identify areas for improvement.
- Maintained a positive work environment that promoted collaboration between team members.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Preparing Team roster, ensure team schedule adherence
- Assigned tasks according to individual abilities and strengths of employees.
- Evaluated employee performance against established metrics and provided feedback accordingly.
- Resolved conflicts among team members as needed.
- Identified opportunities for improvement in existing systems or processes, then implemented changes accordingly.
- Recruited qualified candidates for open positions within the unit.
- Delegated responsibilities effectively among team members in order to maximize productivity.
- Conducted regular performance reviews to assess individual team member progress.
Nodal & Appellate Escalations Team Leader
Hinduja Global Solutions
Bangalore
01.2016 - 02.2020
- To bring order, structure, and focused /Management attention to the customer's problems in order to gain complete customer satisfaction.
- Resolved customer complaints in an effective manner within TAT while maintaining a high level of customer service.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Developed and monitored key performance indicators (KPIs) such as CSAT ratings, SLs, Teams productivity to assess team effectiveness.
- Managing and monitoring day to day resourcing and turnaround of escalations using appropriate workflow tool, planning and considering the requirements for the future.
- Build and develop positive internal and external relationships to maximise business opportunities.
- Assisting CSM with escalations , complaints and complex queries within team ensuring these are resolved through to resolution to an acceptable outcome in line with FCA guidelines.
- Work with the CSM to identify, quantify and implement meaningful process improvements to improve capacity and quality.
- Flexibility to support team with processes and work volumes when business needs dictate.
- Completed audits and risk assessments to achieve regulatory compliance.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
Education
Electronics And Communications Engineering - Researching, Designing, Developing System
Anna University - Surya Group of Institutions
06-2015
Skills
- Communication skills
- Leadership skills
- Problem - Solving and aptitude skills
- Presentation and demonstrating skills
- Client Support
- Team Management
- Conflict Management
- Complaint handling and resolution
- Customer focus and Time Management
- MS Office Suite
- Knowledge of CRM tools, SaaS, Sales and Marketing tools
- Quality Assurance
Accomplishments
- Got Best TL award, Retention Champion Award
Timeline
Team Leader in Tele Sales Leadgen
NoBroker Technologies Solutions Pvt. Ltd.
03.2020 - 04.2024
Nodal & Appellate Escalations Team Leader
Hinduja Global Solutions
01.2016 - 02.2020
Electronics And Communications Engineering - Researching, Designing, Developing System
Anna University - Surya Group of Institutions
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