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
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