Summary
Overview
Work History
Education
Skills
Certification
Personal Details
Timeline
Hobbies and Interests
Disclaimer
Generic
Pinal Gada

Pinal Gada

Dombivli (East),MH

Summary

Dynamic and results-oriented Team Leader with over 10 years of experience in the BPO sector, specializing in international voice processes for prestigious clients such as Vodafone Qatar, ProctorU (UK), and Marsh & McLennan. Expertise in manpower planning, team supervision, and performance management consistently drives success in high-pressure environments. A strong focus on process improvement and stakeholder management ensures optimal workforce allocation and efficiency. Recognized for fostering a collaborative atmosphere, guiding teams to exceed objectives, and employing strategic planning and conflict resolution skills to enhance overall productivity.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Team Leader – International Voice (Vodafone Qatar)

Hexaware BPS
05.2024 - Current
  • Leading a 20-member team handling international voice process for Vodafone Qatar.
  • Created workforce scheduling plans based on call volume and staffing forecasts.
  • Ensured KPI performance targets were met through active coaching and mentoring.
  • Developed reports to analyze productivity and shift-wise performance trends.

Team Leader – International Voice (ProctorU – UK)

Radius Global Solutions LLC
10.2023 - 04.2024
  • Supervised a 15-member voice support team catering to UK-based educational services.
  • Implemented manpower rotation strategies to manage seasonal workload spikes.
  • Worked closely with QA teams to enhance call quality and compliance.

Team Manager– Insurance Risk Management (FINPRO)

Marsh & McLennan Companies
04.2021 - 03.2023
  • Managed financial and specialty risk documentation.
  • Assisted in internal manpower planning for cross-functional team support.
  • Delivered error-free reporting to US-based clients and internal stakeholders.

SME – Visa Processing (VFS Global)

Hexaware BPS
09.2019 - 03.2021
  • Processed visa applications and coordinated shift planning for team efficiency.
  • Maintained high TAT and customer satisfaction in coordination with embassy timelines.

Senior Associate – Portfolio Intelligence

Willis Towers Watson
06.2016 - 04.2017
  • Worked with global data strategies and contributed to time-sensitive project delivery.
  • Participated in planning and resource forecasting based on project volume.

Associate – Insurance Documentation

Altisource Business Solutions
11.2012 - 05.2016
  • Verified and processed insurance documents for US-based clients.
  • Tracked performance metrics and contributed to workflow automation initiatives.

Education

B.Com -

S.K. Somaiya College of Commerce
01.2011

H.S.C - undefined

R.A.D.A.V. College of Commerce
01.2008

S.S.C - undefined

Adarsh English School
01.2006

Skills

  • Team guidance and support
  • Resource allocation management
  • International voice operations management
  • Stakeholder engagement expertise
  • SLA and KPI monitoring
  • Operational efficiency enhancement
  • Experienced in Excel, Word, PowerPoint, and Outlook
  • Skilled in V-Lookup functions
  • Skilled in creating presentations with PowerPoint and analyzing data in Excel
  • Professional email etiquette
  • Proficient in workforce management tools

Certification

Certified Lean six sigma Yellow belt certifications, Hexaware BPS - January 2025 to June 2025

Personal Details

English
Hindi
Marathi
Gujarati

Timeline

Team Leader – International Voice (Vodafone Qatar)

Hexaware BPS
05.2024 - Current

Team Leader – International Voice (ProctorU – UK)

Radius Global Solutions LLC
10.2023 - 04.2024

Team Manager– Insurance Risk Management (FINPRO)

Marsh & McLennan Companies
04.2021 - 03.2023

SME – Visa Processing (VFS Global)

Hexaware BPS
09.2019 - 03.2021

Senior Associate – Portfolio Intelligence

Willis Towers Watson
06.2016 - 04.2017

Associate – Insurance Documentation

Altisource Business Solutions
11.2012 - 05.2016

H.S.C - undefined

R.A.D.A.V. College of Commerce

S.S.C - undefined

Adarsh English School

B.Com -

S.K. Somaiya College of Commerce

Hobbies and Interests

Listening to music, Reading

Disclaimer

I hereby declare that the above-mentioned information is true to the best of my knowledge. Signature: Pinal Gada Place: Mumbai
Pinal Gada