Knowledgeable Operation Team Leader with proven track record in leading operational teams to achieve efficiency and productivity targets. Successfully implemented process improvements that streamlined workflows and enhanced team performance. Demonstrated expertise in team management and strategic planning.
Hi, I’m
Meenu Saini
Gurgaon
Summary
Overview
17
years of professional experience
4016
years of post-secondary education
3
Certifications
2
Languages
Work History
Telus International
Operation Team Leader
05.2025 - Current
Job overview
- Achieve monthly/quarterly/annual sales targets as defined in agreement with Telus Mobility.
- Drive new customer acquisition for Telus Mobility plans (individual & corporate).
- Increase ARPU (Average Revenue Per User) through upselling and cross-selling Telus products.
- Track and report sales funnel
- Team engagement score
- Employee retention rate
- Training completion rate performance regularly.
- Monthly revenue generated
- % Target Achievement
- No. of new connections/activations
- Agent attrition rate
- Customer retention rate
- NPS (Net Promoter Score)
- No. of escalations resolved
Concentrix Daksh Pvt.Ltd.
Assistant Manager of Operations
12.2022 - 05.2025
Job overview
- Currently handling team of 35 advisors for corporate clients(B2B) and monitoring staff closely to measure their performance and compliance with rules and regulations
- Achieve a Customer Satisfaction (CSAT) score of at least 85%.
- Reduce customer complaints by 15% year-over-year.
- Reduce average response time by 20% within six months. Achieve a First Contact Resolution (FCR) rate of 80% or higher. Decrease average handle time by 15% without compromising service quality.
- Monitor Escalation management for Critical Escalations from client leadership team.
- Conduct monthly performance reviews and provide constructive feedback.
- Ensure 100% of team members complete quarterly training sessions.
- Recognize and reward top performers to encourage excellence.
- Improve customer retention rate by 15% in the next quarter.
- Develop and launch a customer loyalty program within six months.
- Collect feedback after 90% of customer interactions.
- Implement changes based on feedback to improve service processes.
- Close the feedback loop by informing customers about actions taken based on their input.
Concentrix Daksh Pvt. Ltd.
Assistant social media Manager
05.2019 - 08.2022
Job overview
- Handled team of 2 people by managing Scheduling their shifts and week offs
- Monitoring advisors performance and compliance with rules and regulations
- Monitored online presence of company's brand to engage with users and strengthen customer relationships
- Increased customer engagement through social media
- Developed marketing content such as blogs, promotional materials, and advertisements for social media
- Collaborated with team members to develop creative campaigns for social media platforms
- Analyzed marketing plan and social media strategies to identify strategic weaknesses and make recommendations for improvements
Make My Trip Pvt. Ltd.
Senior Team Executive in Customer Delight
09.2015 - 09.2018
Job overview
- Self-motivated, with a strong sense of personal responsibility
- Organized and detail-oriented with a strong work ethic
- Identified issues, analysed information and provided solutions to problems
GOIBIBO Pvt. Ltd.
Senior Team Lead Executive In Customer Delight
10.2014 - 09.2015
Job overview
- Excellent communication skills, both verbal and written
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Gained extensive knowledge in data entry, analysis and reporting
- Developed strong organizational and communication skills through coursework and volunteer activities
Expedia and Hotels.com (Rejoin) IGT
Senior Process Associate (SALES)
12.2013 - 10.2014
Job overview
- Handling Air/Hotel/Car Queries
- Air Ticketing for Domestic and International Travel
- Creating Domestic and International Packages
- Achieving the set target for sales conversion to 65% in the India market and 75% in the international (AU and NZ) market.
- Sorting Out Other Queries from Agents Across the World.
- Managing the sales market for Hotels.com.
Air India (IGT)
Process Associate
08.2010 - 02.2012
Job overview
- Air Ticketing for Domestic and International.
- Creating PNRs and issuing tickets.
- Handling refund-related escalations and re-issuance.
- Handling customer queries regarding flights.
Jet Lite Private Limited
Guest Services & Reservation Sales Officer
08.2008 - 10.2010
Job overview
- Handling air queries of Jet Airways and Jet Lite.
- Air Ticketing for Domestic and International.
- Creating PNRs and issuing tickets.
- Handling refund-related escalations and reissuance.
- Handling customer queries regarding flights.
Education
Shambhu Dayal Modern SchoolSonipat, Haryana
Senior Secondary
University Overview
IATA Training & Development Institute
IATA/UFTAA Foundation & EBT Course
University Overview
Kurukshetra University
Bachelor of Arts
University Overview
Shiva Shiksha Sadan Dev NagarSonipat, Haryana
Matrics
University Overview
Skills
Team leadership
Languages
Languages
- English, Proficient (C2)
- Hindi, Proficient (C2)
- French, Beginner (A1)
Hobbies and Interests
Hobbies and Interests
- Listening soft music
- Dancing
- Cooking
- Curious to travel across the world so keep on travelling
Personal Information
Personal Information
Title: Assistant Manager
Affiliations
Affiliations
- Academic Project / Dissertation
- Hotel Ambience Management
- Current Trends in Fast-Casual Restaurants in India
- Making PPTs
- Professional Development Learning a INLEAD
Accomplishments
Accomplishments
- Awarded by Best Achiever of the Month three times in MMT
- Awarded by "ABHAR" twice in Concentrix Daks services for achieving milestones in client expectations
Certification
CLIENT MANAGMENT CERTIFICATE
Timeline
Operation Team Leader
Telus International
05.2025 - Current
CLIENT MANAGMENT CERTIFICATE
08-2023
Assistant Manager of Operations
Concentrix Daksh Pvt.Ltd.
12.2022 - 05.2025
ABHAR (FOR BEST TEAM MANAGEMENT)
08-2022
ABHAR( FOR BEST SOCIAL MEDIA TEAM FOR MMT)
05-2021
Assistant social media Manager
Concentrix Daksh Pvt. Ltd.
05.2019 - 08.2022
Senior Team Executive in Customer Delight
Make My Trip Pvt. Ltd.
09.2015 - 09.2018
Senior Team Lead Executive In Customer Delight
GOIBIBO Pvt. Ltd.
10.2014 - 09.2015
Senior Process Associate (SALES)
Expedia and Hotels.com (Rejoin) IGT
12.2013 - 10.2014
Process Associate
Air India (IGT)
08.2010 - 02.2012
Guest Services & Reservation Sales Officer
Jet Lite Private Limited
08.2008 - 10.2010
Shambhu Dayal Modern School
Senior Secondary
09.2007
IATA Training & Development Institute
IATA/UFTAA Foundation & EBT Course
09.2007
Kurukshetra University
Bachelor of Arts
Shiva Shiksha Sadan Dev Nagar
Matrics
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