Monika Tiwari
Operations Supervisor
New Delhi,DL
Work Preference
Summary
- Dynamic Operations Supervisor at Teleperformance for the ADOBE Process with a proven track record in enhancing team productivity through effective coaching and performance monitoring. Skilled in operations management and customer relations, I implemented quality control systems that significantly boosted customer satisfaction. Passionate about fostering a culture of continuous improvement and mentoring team members for professional growth.
- Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
7
7
years of professional experience
Work History
Operations Supervisor
Teleperformance
06.2025 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced operational transparency with introduction of real-time dashboard for monitoring key performance indicators.
- Coordinated with IT department to deploy new inventory management system, leading to smoother operational flow.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Subject Matter Expert
Teleperformance
07.2022 - 06.2025
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
Team Support Specialist
Teleperformance
03.2021 - 07.2022
- Participated in cross-functional team-building activities.
- Conducted regular training sessions for new employees to facilitate seamless integration into the team.
- Managed scheduling for team meetings and events, promoting optimal attendance and participation.
Customer Service Representative
Teleperformance
07.2019 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained up-to-date knowledge of product and service changes.
Education
Master in Commerce -
Lucknow University
Lucknow 04.2001 -
Skills
Operations management
Performance monitoring
Team Training
Microsoft office
Multitasking
Coaching and mentoring
Time management
Active listening
Quote
Everything in life is just for a while.
Philip K. Dick
Timeline
Operations Supervisor
Teleperformance
06.2025 - Current
Subject Matter Expert
Teleperformance
07.2022 - 06.2025
Team Support Specialist
Teleperformance
03.2021 - 07.2022
Customer Service Representative
Teleperformance
07.2019 - 03.2021
Master in Commerce -
Lucknow University
04.2001 -