Nidhi Luthra
Team Leader
Noida
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
2
2
Languages
Work History
BPO - Team Leader
NTT DATA
06.2022 - Current
- Managing a team of 20 associates for healthcare Payer claims.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Inventory management for the entire project.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- To give out-puts on Projects and other matrix for business success
- Responsible for maintaining the trackers for entire project and sharing with the leaders.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Handling escalations from the client and sharing RCAs with them on a periodic basis.
Team Leader - Operations
Shergroup Inda Pvt Ltd
03.2018 - 06.2022
- Handling a team of 25 agents and responsible for their end-to-end performance & other administrative issues'
- Meeting all the SLA’s – NPS, AHT, Service Level, Attrition & shrinkage, Quality, and escalations
- Responsible for training and performance management of the employees
- Roster and Scheduling of team
- Monitoring Real Time Staffing
- Planning of OT required on real time observation
- First Line of Escalation for Client
- To give out-puts on Projects and other matrix for business success
- To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement
- Developed strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values
- Employee retention
- To provide support to the team by acting as the first line of escalation for queries/complaint raised by customers
- Present progress report to client and management on pre decided periods
- Responsible for recruitment, training, and performance management of the employees along with managing issuance cycle
- Attending client call and in-turn implement the findings
- Keep the complaint % within the target given by client.
Process Advisor
iEnergizer IT services Pvt. Ltd.
- Assisting the customers with all kinds of international accommodation requirements e.g., Hotel bookings, discounts on bookings, etc
- Contacting hotels to enquire early check ins, extra capacity of rooms and other facilities available
- Keeping in depth knowledge of all popular products, destination and pushing for their sale
- Build sustainable relationships and engage customers by taking the extra mile
- Maintain and share the daily report of KRAs
- Achieve the targets on monthly basis.
Sales executive
iEnergizer IT services Pvt Ltd
11.2016 - 03.2018
Education
B.A. (P) -
Delhi University
2018
10+2 -
Arunodaya Public School
Preet Vihar2015
10th -
Arunodaya Public School
Preet Vihar2013
Skills
Mentoring
undefinedPersonal Information
- Place of Birth: Delhi
- Date of Birth: 11/03/97
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Technical Qualifications
Basic knowledge of computer, M.S. Office., 40 - 45 WPM
Disclaimer
I hereby declare that above mentioned information is true and correct to my best knowledge and belief.
Timeline
BPO - Team Leader
NTT DATA
06.2022 - Current
Team Leader - Operations
Shergroup Inda Pvt Ltd
03.2018 - 06.2022
Sales executive
iEnergizer IT services Pvt Ltd
11.2016 - 03.2018
Process Advisor
iEnergizer IT services Pvt. Ltd.
B.A. (P) -
Delhi University
10+2 -
Arunodaya Public School
10th -
Arunodaya Public School
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