Mithu Jana
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
Work History
Team Leader
Q CONNECT
03.2024 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Established clear quality standards and guidelines for the team to follow. These standards may include product specifications, service levels, process requirements, and regulatory compliance.
- Provide training and development opportunities for team members to ensure they have the necessary skills and knowledge to maintain high-quality standards. This may involve conducting workshops, arranging for certifications, or providing on-the-job training.
- Continuously monitors team performance to identify areas for improvement or corrective action. This involves analyzing quality metrics, conducting audits, and seeking feedback from customers and stakeholders.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Provides leadership and mentorship to their team members, inspiring them to excel and grow professionally. They foster a culture of accountability, ownership, and continuous learning within the team.
Call Center Quality Analyst
Q CONNEQT
09.2019 - 02.2024
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
- Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
Call Center Executive
Aegis BPO
10.2012 - 07.2014
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Delivered outstanding results in first-contact resolution rates by actively listening to customers'' needs and addressing concerns promptly.
- Implemented creative solutions for unique customer challenges, leading to increased satisfaction scores and repeat business.
- Strengthened relationships with key clients by proactively following up on feedback, fostering trust, and enhancing long-term partnerships.
Education
Master of Arts -
Rabindra Bharati University
Kolkata06.2015
Bachelor of Arts -
West Bengal State University
Kolkata06.2011
High School Diploma -
West Bengal Council of Higher Secondary Education
Kolkata, India06.2008
Skills
- Team Supervision
- Client Service
- Mentoring
- Quality Improvement
- Documentation And Reporting
- Shift Scheduling
- Coaching
- Employee Evaluation
- Analytical Thinking
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Bengali
Bilingual or Proficient (C2)
Timeline
Team Leader
Q CONNECT
03.2024 - Current
Call Center Quality Analyst
Q CONNEQT
09.2019 - 02.2024
Call Center Executive
Aegis BPO
10.2012 - 07.2014
Master of Arts -
Rabindra Bharati University
Bachelor of Arts -
West Bengal State University
High School Diploma -
West Bengal Council of Higher Secondary Education
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