Moksha Lakshmi
Senior Team Lead
Bangalore
Summary
Responsible and passionate about delivering outstanding quality and service. Offering 10 years of experience in the industry with a history of recognition for performance. Energetic self-starter and team builder. Skilled at problem-solving, Quality analysis, and time management, committed to company growth and success.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Senior Team Leader
First American India
10.2023 - Current
- Achieved targets by handling queries promptly and sharing comprehensive product knowledge.
- Designed clear and compelling reports by writing precise copy and creating data visualizations.
- Compiled process reports to analyze and drive improvements across operations.
- Identified production flaws, conducted root cause analysis, and worked on quality assurance to resolve issues.
- Deligate/alignments of the workflow.
- Conducted calibration sessions.
- Ensure to do a regular quality check by using check sheets
- Used PDCA methodology
Team Lead
First American India PVT LTD
09.2019 - 10.2023
- Monitored team performance, providing suggestions for improvement and training programs to increase team efficiency.
- Managed and mentored a team of [28] to deliver exceptional service.
- Closely monitored team performance by observing and tracking key metrics, identifying and managing underachievers appropriately.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Delivered quality service with friendly and professional demeanour.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Offered constructive feedback to employees in response to quality assurance measures.
- Assisted with team recruitment, interviewing and onboarding.
- Inspired teams to achieve or exceed goals through regular motivation and facilitating team-building activities.
- Managing the SLA's and Workflow.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Senior Process Associate
First American India
06.2015 - 08.2019
- Achieved targets by handling queries promptly and sharing comprehensive product knowledge.
- Designed clear and compelling reports by writing precise copy and creating data visualizations.
- Compiled process reports to analyze and drive improvements across operations.
- Identified production flaws, conducted root cause analysis, and worked on quality assurance to resolve issues.
- Deligate/alignments of the workflow.
- Conducted calibration sessions.
Education
BCOM - Finance
SRN Adarsh College
Bangalore01.2015
PUC - undefined
SRN Adarsh College
Bengaluru, KA01.2012
Secondary education - undefined
Padmavathi Montessori School
Bengaluru, KA01.2010
Skills
Discovered training needs and provided coaching
Set clear team goals and delegated tasks and set deadlines
Delegation
Produced weekly, daily and monthly activity reports and forecasts
Business Development
Conflict management
Strategic planning
Client Service
Accomplishments
- Handled real time project
- 1. FTE saving - successfully completed
- 2. Process merging - successfully completed
Timeline
Senior Team Leader
First American India
10.2023 - Current
Team Lead
First American India PVT LTD
09.2019 - 10.2023
Senior Process Associate
First American India
06.2015 - 08.2019
BCOM - Finance
SRN Adarsh College
PUC - undefined
SRN Adarsh College
Secondary education - undefined
Padmavathi Montessori School