Summary
Overview
Work History
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Neetu Thakur

Team Lead - Operations
New Delhi Dwarka Sector 10

Summary

Cover Letter I am self-motivated and energetic individual with superb interpersonal skills who is driven by a strong desire to achieve result and improve the standard of quality. I work effectively as a part of team and have a good level of emotional intelligence along with superb strategic thinking, leadership goal and organisational skills. I come to you with a solid background in the operations and governance fields. I had worked as a team leader (operations) and during that time I had successfully led and manage team of 15 people. Furthermore, I have a proven track record of increasing quality standards and ensuring that all staff under me pull together to raise the bar. I have proven track record of delivering result and I am confident that I can bring same to your organisation. I am strategic thinker and I have a knack for seeing the bigger picture. I am also a hands-on leader who is not afraid to roll up my sleeve and get the work done. I am a team player and I believe in working together to achieve common goal. I am confident that I can be an asset to you team and I look forward to the opportunity to discuss this further with you. Thank you for your time and consideration. Yours sincerely Neetu Thakur Team Lead – Operations Summary An experienced, committed and passionate individual who has good knowledge of operations standards and best practice. In my current position, I have played a major role in ensuring that key goals and objectives are delivered. At work I have been commended for promoting the company’s value in all its dealing with its clients. On a personal level I am an ambitions individual who has the ability to challenge and an innovative approach to quality improvement. I am looking for operation team leader position to work innovatively in the organization towards the fulfilment of company objectives and to learn as well as contribute in the organization to my fullest. Professional Skills Excellent multi-tasking skills Problem resolution root cause analysis Self-motivated and able to work independently Proficient with MS-Office and screen navigation Excellent logic, reasoning and decision-making skills Excellent time management and organizational skills Consistently meets or exceeds deadlines and objectives Offers new ideas to the team, department, and/or organization Remarkable ability to analyse and track seasonal variations and trend Strong communication and problem-solving skills both written and verbal Ability to create and maintain organizational and individual scorecard system Efficiently responds to problems and identifies opportunities to improve policies or procedures. Team Lead – Operations Responsibilities Managed a diverse workforce in organization to ensure efficient day-to-day operations. Designed and implement a variety of workforce programs to improve productivity and efficiency. Role also included the delivering of excellent customer service by supervising customer related activities of staff, and ensuring that customers are treated in a professional manner. Ensure that members of staff adhere to clients’ specifications in the course to guarantee client satisfaction. Meetings / Conference calls with clients. Assign tasks to team members in such a way that the more pressing tasks are completed first Mentor team members, identify lapses, and conduct training on the job to equip team with knowledge of developing trends in order to build a highly skilled team. Generated reports and KPI's of Call / Chat volumes, SLA response times, and customer satisfaction survey results. Defined clear individual and team goals for day / week / month. Recognized high performance and reward accomplishments. Motivate team members to accomplish their goals. Suggest and organize team building activities.

Overview

7
7
years of professional experience

Work History

Sr. Executive

Startek
08.2019 - 05.2022
  • Served as customer retention specialist for high level escalated issues that were complex in nature
  • Managing service operation for rendering and achieving quality service
  • Maintaining the overall functioning of the operation process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Executive

Startek
12.2017 - 02.2020
  • Communicating with clients and determining their accuracy and consistency of the information that contain on the application
  • Maintaining customer records by updating customer’s account details
  • Provide detailed information of services and products to customers.

infotech
03.2016 - 11.2017
  • Academic Qualifications
  • 10th from CBSE Board (2010)
  • 12th from CBSE Board (2012)
  • Graduation in B.Com from Delhi University (2016)

Timeline

Sr. Executive

Startek
08.2019 - 05.2022

Executive

Startek
12.2017 - 02.2020

infotech
03.2016 - 11.2017

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Neetu ThakurTeam Lead - Operations