PAYEL BHATTACHARJEE
Hyderabad
Summary
Dynamic operations leader with over 5 years at Tech Mahindra, excelling in team management and performance metrics. Proven track record in escalation handling and quality assurance, driving significant improvements in SLA adherence. Adept at CRM management and fostering client relations, ensuring optimal service delivery and team success.
Overview
2027
2027
years of professional experience
1
1
Certification
1
1
Language
Work History
Team Lead - Operations
Tech Mahindra
Hyderabad
08.2024 - Current
- Monitored SLA performance, productivity, and key metrics, including rep success, 3-day resolve, and transfer rates.
- Assisted agents in managing customer calls effectively and maintaining quality expectations.
- Supported call-handling, updated CRM records, and ensured adherence to quality standards over 29 months.
- Participated in client calibration sessions to align goals and contributed to pilot projects, including case management.
Acting Team Lead
Tech Mahindra
Hyderabad
08.2023 - 08.2024
- 12 months
- Monitored SLA adherence, escalating critical issues to client stakeholders to ensure timely resolution.
Subject Matter Expert
Tech Mahindra
Hyderabad
01.2023 - 08.2023
- 8 months
- Provided subject matter guidance for Tech Mahindra client support teams.
- Resolved complex customer escalations for Tech Mahindra support operations.
- Resolved complex issues using Tech Mahindra process knowledge and service standards.
- Reviewed cases ensuring accuracy and compliance for timely escalation.
- Assessed calls and chats to maintain quality and compliance standards.
- Trained team members on procedures and customer handling practices to enhance support effectiveness.
Senior Technical Associate
Tech Mahindra
Hyderabad
11.2021 - 12.2022
- Fulfilled role for one year, contributing to team objectives.
Process Developer
Genpact
- 5 years (Synchrony Financial Credit Cards Collections process)
Process Associate
Genpact
- 22 months (GE Money Customer Service for Credit Cards process)
Technical Support Agent
SITEL
- 21 months (EarthLink process)
Agent
Iksha IT Solutions Pvt. Ltd.
- Canadian Sales process
Customer Support Executive
Tata Business Support and Services
- 14 months (Virgin Mobile process)
Education
B.Tech. - Mechanical
Kakatiya Institute of Technology And Sciences
Warangal01-2007
Class XII -
Sri Chaitanya Mahila Kalasala
Vijayawada01-2000
Class X -
Kendriya Vidhyalaya,F.C.I
Ramagundam01-1999
Skills
- Operations & Leadership: Team Management, Performance metrics, Operational Reporting, Client relations, Quality assurance
- Escalation handling
- Microsoft Office Suite
- Customer Experience Management
- CRM management
- Process Improvement
- KPI tracking
- Data analysis
- Root-cause analysis
- Critical Thinking
- Productivity management
Key Responsibilities:
- Motivating, developing, and mentoring team members in a dynamically changing environment.
- Monitoring calls and providing constructive, qualitative feedback to team members.
- Driving process performance to consistently achieve and exceed SLA deliverables.
- Maintaining and analyzing delivery dashboards.
- Maintaining the productivity and Coach associates in achieving their Key KPIs.
- Representing the organization and participating in client visits and reviews.
Accomplishments
- Top Supervisor in Customer Experience for Q 2 & 3 in 2024 and 2025 resp.
- Top SME award in Q 1 & 3 in 2022 & Q 2 & 3 in 2023
- Top Performer Award in Q3 in 2022 for best customer experience
Certification
- Certified in Leadership Training at Tech Mahindra
- Certified in SHEROES Program for Female Leaders
Languages
English
Upper Intermediate (B2)
B2
Personal Information
- Date of Birth: 1983-05-07
- Gender: Female
- Nationality: Indian
- Father's Name: S.S.Bhattacharjee
Disclaimer
I hereby declare all the details furnished above are true to the best of my knowledge. Date: Place: (PAYEL BHATTACHARJEE)
Timeline
Team Lead - Operations
Tech Mahindra
08.2024 - Current
Acting Team Lead
Tech Mahindra
08.2023 - 08.2024
Subject Matter Expert
Tech Mahindra
01.2023 - 08.2023
Senior Technical Associate
Tech Mahindra
11.2021 - 12.2022
Process Developer
Genpact
Process Associate
Genpact
Technical Support Agent
SITEL
Agent
Iksha IT Solutions Pvt. Ltd.
Customer Support Executive
Tata Business Support and Services
B.Tech. - Mechanical
Kakatiya Institute of Technology And Sciences
Class XII -
Sri Chaitanya Mahila Kalasala
Class X -
Kendriya Vidhyalaya,F.C.I