Hi, I’m
Mamta Sehgal
Leadership
Gurgaon,HR
Overview
12
years of professional experience
Work History
Taskus
Team Manager (operations)
01.2025 - Current
Job overview
- Managing a team along with the process updates as a pilot process is introduced with different LOB.It is a Fintech process. Along with leadership KPI’s taking ownership of the operations review.
- Based on the provided details for the position of Team Manager (Operations) with 13 years of experience, here are the resume experience statements crafted in alignment with the guidelines:
- Streamlined operational workflows by implementing process improvements, resulting in enhanced team productivity and efficiency.
- Led cross-functional teams to execute operational strategies, fostering collaboration and achieving project milestones on time.
- Developed and facilitated training programs for new staff, improving onboarding processes and enhancing overall team performance.
- Analyzed performance metrics to identify areas for improvement, driving initiatives that increased overall operational effectiveness.
- Oversaw resource allocation and scheduling, ensuring optimal staffing levels and minimizing operational downtime.
- Established performance benchmarks and conducted regular evaluations, contributing to a culture of accountability and continuous improvement.
- Collaborated with senior leadership to align team goals with organizational objectives, driving strategic initiatives and operational success.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Coached junior team members, improving their skills and confidence in their roles.
Teleperformance
Team Lead (operations)
07.2023 - 11.2024
Job overview
- Managing a team while encouraging their productivity and teamwork. Enhancement of the daily business while helping establishment for US Banking (FIS) process. Helping my team to achieve excellence in meeting objectives individually. Responsibilities include planning , assigning ,appraising performance, addressing complaints and resolving problems. . AHT and Quality are part of the performance. Also involved in the interview Panel.
Wipro
SME Lead (Subject Matter Expert)operations
04.2022 - 06.2023
Job overview
- Handling a Team Involved in helping the client to meet the requirements by digital marketing on social media platform especially Facebook (Meta Ads). Handling Team in terms of product knowledge and Quality Assessment. Feedback and updates shared on a regular basis for the Team performance and Target achievement.
- Led cross-functional teams to implement process improvements, resulting in enhanced operational efficiency and reduced turnaround times.
- Developed and facilitated training programs for staff, significantly improving knowledge retention and team performance metrics.
- Coordinated with stakeholders to streamline project workflows, leading to quicker project completion and increased client satisfaction.
- Analyzed operational data to identify trends and recommend solutions, positively influencing decision-making and resource allocation.
- Mentored junior staff in best practices and operational procedures, fostering a culture of continuous improvement within the team.
- Conducted regular audits of processes and systems to ensure compliance with industry standards, maintaining high-quality operational outcomes.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Helped meet changing demands by recommending improvements to business systems or procedures.
WNS Global Services
Account Strategist (Google Adwords)
10.2019 - 04.2022
Job overview
- Handling team of buffers to meet the Target and SLA. Pivotal involvement in monitoring the online presence of an organization through Google Ads Campaign
- Responsible for evaluating clients marketing budgets and allocating spending on various marketing needs accordingly
- Actively worked on Google analytics to check Google pay per click
Midland Credit Management
Sr.Credit Analyst
03.2017 - 02.2018
Job overview
- Handling Accounts for Debt collections
Barclays GlobalService
Sr.ProcessAdvisor
04.2014 - 02.2017
Job overview
- Delivered a high rank performance in Retail Banking Customer Service process including AHT and Quality adherence along with CSAT and NPS
Education
Jaipur National UniversityIndia
Master of Business Administration from Accounts & Finance
01.2019
University Overview
Delhi UniversityIndia
Bachelor of Arts
01.2001
University Overview
Skills
Team Management & Leadership
Operational efficiency
Performance metrics
Employee coaching
Performance benchmarking
Customer-centric strategy
Problem resolution
Strategic initiatives
Employee motivation
Performance coaching
Customer focus
Influencing skills
Operational excellence
Teamwork and collaboration
Employee coaching and mentoring
Customer service
Timeline
Team Manager (operations)
Taskus
01.2025 - Current
Team Lead (operations)
Teleperformance
07.2023 - 11.2024
SME Lead (Subject Matter Expert)operations
Wipro
04.2022 - 06.2023
Account Strategist (Google Adwords)
WNS Global Services
10.2019 - 04.2022
Sr.Credit Analyst
Midland Credit Management
03.2017 - 02.2018
Sr.ProcessAdvisor
Barclays GlobalService
04.2014 - 02.2017
Delhi University
Bachelor of Arts
Jaipur National University
Master of Business Administration from Accounts & Finance