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
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