POOJA BHAGAT
Team Leader - Operations
Virar, Palghar
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Team Leader Operations
Teleperformance DIBS
Mumbai
09.2015 - Current
- Managing inbound setup of approximately 40 associates generating leads, handling complaints & resolving queries of customer
- Handled email and chat process of 8 associates who generated leads, answered queries & resolved customer complaints
- Identified and reinforcing positive behavior through formal & informal reward & recognition, which indirectly helps in managing attrition & shrinkage on floor
- Conducted training for 2 Campaigns in 2016 & 2017
- Adhered to corporate & client policies, procedure & guidelines
- Interpreted & communicated business expectations to all team members.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Motivated and trained employees to maximize team productivity.
- Helped set and manage objectives for quality, productivity and compliance.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Sat on new hire interviewing panel and made recommendations.
- Contributed to interviewing process and made new hire recommendations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Produced detailed reports outlining performance against benchmarks.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Managed internal operational standards and productivity targets.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Compiled training materials for new employees and tracked skill development.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Customer Service Associate
Intelenet Global Services Private Limited
07.2013 - 08.2015
- Experience in dealing with enquires over the phone
- Successfully promote positive customer care
- Actively greeting customers and maintaining a level of conversation
- Prioritizing workloads as and when customers come in with different issues and problems
- Listening to and helping as much as possible to solve the problem they have discussed.
Education
Bachelor of Commerce - Commerce
Mumbai University
Mumbai 06.2010 - 04.2013
MBA - Operations Management
NMIMS
Mumbai 07.2021 - Current
Skills
Reliable, trustworthy, have excellent understanding of customer care and service
Confident in communicating with wide range of peopleAble to build good relationships with colleagues and customersManaging call quality and coaching associates for achieving the desired results
Organized and creativeGood understanding of Call Centre Operations in terms of Inbound, Outbound and Web setup
Ability to update database accurately on timely basisAccomplishments
- Awarded as Best CSR for April to June'14
- Awarded Isparkle for Best Team Lead for 2017
- Awarded Top 100 Global Award for Best Team Lead for 2017
Timeline
MBA - Operations Management
NMIMS
07.2021 - Current
Team Leader Operations
Teleperformance DIBS
09.2015 - Current
Customer Service Associate
Intelenet Global Services Private Limited
07.2013 - 08.2015
Bachelor of Commerce - Commerce
Mumbai University
06.2010 - 04.2013