Monika Kumari
Team Leader
Chennai,Tamil Nadu
Summary
Results-driven Team Leader with 4+ years of experience in team management, training, quality analysis, and employee development across U.S. banking, finance, and e-commerce sectors. Skilled in leading teams, optimizing processes, and driving operational efficiency through data-driven coaching. Adept at training design, stakeholder engagement, and continuous improvement, ensuring business goals are met. Proven ability to mentor teams, improve SLAs, and enhance customer satisfaction through structured L&D programs. Passionate about building a culture of growth, collaboration, and innovation
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Software Engineer Team Lead
Hexaware Technologies
Chennai
2024.05 - Current
- Led a pilot batch of 50+ agents for a U.S. banking and finance project, achieving 100% SLA compliance within the first 60 days.
- Conducted 20+ call audits monthly to identify improvement areas and implemented coaching plans, improving FCR and compliance by 20%.
- Designed and delivered client-aligned training content that reduced ramp-up time by 30% and increased team throughput.
- Facilitated weekly business reviews (WBRs) with stakeholders, presenting performance trends and actionable insights to drive process enhancements.
- Monitored individual and team metrics, resulting in a 25% boost in agent productivity and consistent achievement of KPIs.
Team Lead Trainer
Sutherland Global Services
Chennai
2022.04 - 2024.05
- Led onboarding for 32+ new hire batches, ensuring a 98% average throughput rate and reducing ramp-up time by 30% through optimized training modules.
- Delivered 250+ hours of interactive training using PowerPoint, simulations, and video-based content to drive engagement and skill retention.
- Conducted monthly audits of 200+ calls/chats using Verint and AWS, leading to a 15% improvement in process adherence and quality scores.
- Rolled out Continuous Improvement Programs (CIPs) for bottom-quartile performers, resulting in a 20% boost in individual performance metrics.
- Collaborated cross-functionally with quality and operations teams to align training with real-time performance trends, enhancing onboarding effectiveness.
Senior Technical Support Engineer
Sutherland Global Services
Chennai
2020.10 - 2022.04
- Delivered remote support for 3000+ technical issues including virus removal, scam recovery, and system optimization, maintaining a CSAT of 90%+.
- Diagnosed and resolved complex hardware/software problems, contributing to a 45% reduction in repeat calls by educating customers on digital safety and best practices.
- Utilized Oracle, Salesforce, and LogMeIn to manage hundreds of support tickets weekly, ensuring 98%+ SLA compliance and efficient issue resolution.
- Collaborated with training teams to create self-help guides and troubleshoot documentation, empowering both customers and internal teams with effective resources.
Customer Service Associate
Sutherland
Chennai
2019.01 - 2020.05
- Supported 5000+ e-commerce sellers with product listing, inventory updates, and issue resolution, contributing to a consistent CSAT score above 90%.
- Handled an average of 60+ seller queries per day using AWS tools and CRM platforms, delivering timely and tailored solutions.
- Ensured SLA adherence of 93%+ by proactively addressing issues, minimizing escalations, and streamlining resolution processes.
- Collaborated with internal teams to identify recurring seller challenges, helping implement minor process tweaks that enhanced service efficiency.
Education
B.Com - Accounts
P.T. Evening College (Magadh University)
Patna, Bihar 2016.04 - 2018.06
High School Diploma -
R.R. Senior Secondary School (BSEB Board)
Patna, Bihar 2012.03 - 2014.04
Secondary School Certificate - Class 10th
Dr. D. Ram DAV Public School (CBSE Board)
Patna, Bihar 2009.03 - 2010.04
Skills
Leadership & Team Management
Training & Development
Creating interactive content
Instructor-led training & E-learning
Bottom Quartile Management
Quality Analysis & Process Optimization
Accomplishments
- Successfully led a pilot batch for a high-profile U.S. banking and finance client, achieving 100% SLA.
- Reduced onboarding time by 30% through streamlined training programs and enhanced learning materials.
- Improved NPS target by 100% through targeted coaching and feedback initiatives.
- Supervised 32 new hire batches with an impressive average throughput rate of 98%.
Certifications
- Articulate - Rise 360
- Supply Chain Leadership Program
- Content Creation and Designing
- Foundations of User Experience (UX) Design
Career Goals
Aspiring to advance as a Team Leader, driving operational excellence through team management, training, and performance optimization. Passionate about fostering a collaborative and growth-oriented work culture, ensuring high-quality service delivery, and enhancing customer satisfaction. Eager to take on new challenges in leadership, process improvement, and stakeholder engagement to contribute to organizational success.
Timeline
Senior Software Engineer Team Lead
Hexaware Technologies
2024.05 - Current
Team Lead Trainer
Sutherland Global Services
2022.04 - 2024.05
Senior Technical Support Engineer
Sutherland Global Services
2020.10 - 2022.04
Customer Service Associate
Sutherland
2019.01 - 2020.05
B.Com - Accounts
P.T. Evening College (Magadh University)
2016.04 - 2018.06
High School Diploma -
R.R. Senior Secondary School (BSEB Board)
2012.03 - 2014.04
Secondary School Certificate - Class 10th
Dr. D. Ram DAV Public School (CBSE Board)
2009.03 - 2010.04