Shrrdha Bakaya

A Team Leader in Operations at American Express (US Banking) oversees a team of specialists (often 12–15 members) in areas like credit, risk, or customer service (CCP pods) to ensure compliance, high-quality customer experience, and operational efficiency. This role involves motivating staff, implementing performance strategies, and acting as a liaison between the team and management.

Key Responsibilities

• Performance Leadership: Drive team performance through coaching, mentoring, and setting clear goals (KPIs).
• Operational Control: Ensure compliance with audit requirements, documentation, and Business Continuity Planning (BCP).
• Talent Development: Conduct regular feedback sessions, performance reviews, and career development planning for team members.
• Customer Experience: Actively improve service quality, handling escalated customer service issues.
• Process Improvement: Identify opportunities for efficiency gains through collaboration with other departments and stakeholders

• Led and mentored a team of BPO agents and team leaders, conducting regular performance evaluations and fostering a positive and productive work environment.
• Oversaw daily BPO operations, monitoring service levels, managing staff schedules, and coordinating with other departments to ensure seamless service delivery.
• Monitored and analyzed key performance indicators (KPIs) to identify trends and implement data-driven strategies that consistently met or exceeded performance targets.
• Managed client relations, serving as the primary point of contact for clients, handling escalated issues, and ensuring alignment with client expectations.
• Spearheaded process improvement initiatives, implementing new workflows to enhance operational efficiency, productivity, and the overall quality of customer service.
• Ensured full compliance with company policies, industry regulations, and safety protocols across all team activities.
• Developed and delivered training programs, contributing to the continuous professional development and upskilling of the team.

• Expertly managed escalations, resolving intricate customer issues while ensuring optimum client satisfaction.
• Supported team members actively, promoting a collaborative environment conducive to productivity and morale.
• Achieved and surpassed performance metrics consistently by leveraging effective monitoring and detailed reporting.

• Conducted thorough content reviews, ensuring adherence to quality standards and compliance with client specifications.

• Supported team members in achieving target results through collaboration.
• Handled complaints with effective communication and problem-solving skills.
• Ensured clean and safe working environments to reduce accident risks.

• Provided outstanding floor support, adeptly handling escalated calls to guarantee customer satisfaction.
• Facilitated effective communication with clients, resolving inquiries and issues promptly.
• Acknowledged for exemplary performance and excellence in customer service through commendations.