Highly adaptable 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.
Work History
Team Lead
Cognizant Technology Solutions, CTS
Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Coached team members in techniques necessary to complete job tasks.
Trained new team members by relaying information on company procedures and safety requirements.
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Assisted in recruitment to build team of top performers.
Real Time Analyst (RTA)
Cognizant Technology Solutions, CTS
Worked with Work Force Management Team for over an year to maintain smooth service delivery to Business users by coordinating with support teams
Managing the call volume, daily attendance and program break schedules
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement
Produce daily, biweekly and monthly internal reports.
Quality Analyst (QA)
Cognizant Technology Solutions, CTS
Worked with QA team for over 2 years supporting L1 team to reach their goals in customer's and compliance satisfactions
Perform Audits for the L1 team and sharing the observations
Sharing feedback and taking sessions to improve performance of the agents
Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Conducting Mock Calls and also training people on Issue handling skills.
Process Executive
Genpact
Worked with GoDaddy process for over 2 years
Used to handle calls on domains and hosting sales
Suggesting the right product according to customers business requirement.
Education
Masters in Business Administration - HR And Marketing
BIIT College
05.2013
Graduation - Bachelor of Science (Electronics)
HRD Degree and PG College
04.2011
Intermediate - Mathematics, Physics, Chemistry
St.Mary's Centenary Jr. College
06.2008
Skills
Performance Improvement
Coaching and Mentoring
Workplace Safety
Employee Evaluation
Quality Control
Schedule Management
Performance monitoring
Key Performance Indicators
Onboarding and Orientation
Accomplishments
Top performer in the stacks for 5 consecutive months.
Received Cheers award for 2 consecutive times.
Supervised team of 26 staff members.
Languages
English
Hindi
Telugu
Hobbies and Interests
Playing Guitar
Singing
Sports
Gaming
Listening to music
Timeline
Team Lead
Cognizant Technology Solutions, CTS
Real Time Analyst (RTA)
Cognizant Technology Solutions, CTS
Quality Analyst (QA)
Cognizant Technology Solutions, CTS
Process Executive
Genpact
Masters in Business Administration - HR And Marketing
Food and Beverage Team Lead, Closing Team Lead/General Merchandise Team Lead/Inbound/Logistics Team Lead/Food and Beverage Team Lead at TargetFood and Beverage Team Lead, Closing Team Lead/General Merchandise Team Lead/Inbound/Logistics Team Lead/Food and Beverage Team Lead at Target