Payal Gupta
Team Leader
Gurgaon,HR
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
Work History
Team Leader
Waste Management Services
2023.04 - Current
- 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.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Led a team of 12–20 customer service agents, consistently achieving 95%+ customer satisfaction (CSAT)
- Reduced average handling time (AHT) by 18% through process optimization and coaching
- Managed daily operations, ensuring SLA compliance across voice/email/chat channels
- Handled escalations and resolved complex customer issues, improving retention by 10–15%
- Conducted regular performance reviews, coaching sessions, and training programs
- Collaborated with cross-functional teams to enhance service processes
Senior Business Process Analyst
Infosys BPM
2021.09 - 2023.01
- · Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- · Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- · Established team priorities, maintained schedules and monitored performance.
- · Evaluated employee performance and conveyed constructive feedback to improve skills.
- · Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- · Launched quality assurance practices for each phase of development.
Customer Care Associate
Concentrix
2019.07 - 2021.09
- · Communicated with customers to identify needs and expectations.
- · Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- · Maintained and managed customer files and databases.
- · Kept accurate records of all customer interactions and transactions.
- · Defined clear targets and objectives and communicated to other team members.
Education
Bachelor of Science - Computer And Information Sciences
Ranchi Womens Collage
Ranchi, India 2001.04 -
Skills
Team Leadership & Coaching
Customer Relationship Management (CRM) tools (eg, Salesforce)
Performance Management (KPIs, SLAs)
Conflict Resolution & Escalation Handling
Quality Assurance & Training
Workforce Planning / Scheduling
Process Improvement
Data Analysis & Reporting
Timeline
Team Leader
Waste Management Services
2023.04 - Current
Senior Business Process Analyst
Infosys BPM
2021.09 - 2023.01
Customer Care Associate
Concentrix
2019.07 - 2021.09
Bachelor of Science - Computer And Information Sciences
Ranchi Womens Collage
2001.04 -