MITIKA KHULLAR
New Delhi
Summary
Proficient in communication and data management, with a proven track record of updating and enhancing operational processes. Demonstrated leadership in team settings, effectively managing escalations and driving service quality improvements in high-pressure environments. Committed to continuous learning and adaptability, with a strong work ethic and exceptional interpersonal skills. Ready to contribute to team success and support organizational objectives.
Overview
9
9
years of professional experience
Work History
Team Leader
TELEPERFORMANCE
Gurgaon
03.2024 - Current
- Oversaw daily operations of team, ensuring efficient workflows and issue resolution.
- Led and motivated team members to effectively engage with all employee categories.
- Trained staff while monitoring performance to identify improvement areas through one-on-one sessions.
- Addressed Level 2 escalations from various platforms to enhance service quality.
- Maintained SLA and KPI standards through diligent data processing practices.
- Collaborated with HODs, VPs, and CHRO to analyze and reduce escalation occurrences.
Human Resource Specialist
TELEPERFORMANCE
Gurgaon
10.2021 - 02.2024
- Administered all hiring processes, including rehiring and reinstating employees.
- Managed payroll operations, addressing FNF, PF, ESIC, and Mediclaim queries.
- Conducted exit interviews to gather feedback from outgoing employees.
- Counseled employees as needed to support workplace well-being.
- Developed company policies grounded in industry best practices.
- Assessed training needs and coordinated learning initiatives for employees.
- Resolved employee grievances and conflicts effectively.
- Created and managed referral bonus programs to enhance recruitment.
Senior Customer Care Executive
INTELENET GLOBAL SERVICES PVT LTD
Gurgaon
01.2016 - 11.2016
- Updated loan verification profiles for customers applying for new or additional mortgage loans.
- Maintained accurate records to ensure compliance and efficiency.
- Involves handling customer issues, processing requests, and maintaining positive relationships with internal and external stakeholders.
- The role requires strong communication skills, analytical abilities, and a willingness to work in a fast-paced environment.
Education
M.A - English
IGNOU
01.2020
B.A - Programming
DU
01.2014
CLASS XII -
CBSE Board
01.2011
CLASS X -
CBSE Board
01.2009
Skills
- Microsoft Office Suite
- Presentation skills
- Spreadsheet proficiency
- Document creation
- Communication skills
- Team leadership
- Issue resolution
- Self-motivation and punctuality
Languages
- English
- Hindi
Disclaimer
I hereby declare that, this information is true.
Timeline
Team Leader
TELEPERFORMANCE
03.2024 - Current
Human Resource Specialist
TELEPERFORMANCE
10.2021 - 02.2024
Senior Customer Care Executive
INTELENET GLOBAL SERVICES PVT LTD
01.2016 - 11.2016
M.A - English
IGNOU
B.A - Programming
DU
CLASS XII -
CBSE Board
CLASS X -
CBSE Board
Similar Profiles
RAHUL PANDERAHUL PANDE
Technical Support Executive at TeleperformanceTechnical Support Executive at Teleperformance
Ariel Omar Mozqueda AlvarezAriel Omar Mozqueda Alvarez
Learning Solutions UX Designer at TeleperformanceLearning Solutions UX Designer at Teleperformance
Dalia MartinezDalia Martinez
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Shekhar SinghShekhar Singh
Technical Support Representative at TeleperformanceTechnical Support Representative at Teleperformance
Sam KuperSam Kuper
Data Scientist at Acme Packet Inc.Data Scientist at Acme Packet Inc.