Pooja Pardeshi
Pune
Summary
Results-driven professional with strong organizational skills and a solid educational background. Proven ability to collaborate effectively within teams, demonstrating excellent communication and analytical skills. Quick to adapt to technical advancements, with a robust knowledge of computer systems and strong problem-solving capabilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader- Operations
AffinityX
Pune
05.2021 - 04.2023
- Handled a team of 20 developers which worked to create websites for clients as per their requirements
- Helped associates in creating front end websites including WooCommerce websites on the WordPress platform
- Worked on client provided tools to help developers in creating multiple page website using page builders (WP Bakery, Beaver Builder)
- Received and resolved escalation level calls from clients
- Actively listened to the client's needs and recommended products to meet their requirements
- Met SLA metrics as per client requirements
- Met AHT, Shrinkage and Quality standards
- Cross trained employees to ensure proper utilization of resources across the process
- Established new processes and procedures that were used in new hire training as well
- Coordinated with other departments throughout the organization on special projects.
- Trained department in new projects during implementation and refresher training as needed.
- Worked on Quality improvement plan across the department
Team Leader- Operations
Hexaware Technologies
Navi Mumbai
04.2019 - 05.2021
- Handled Voice email and chat websites for Visa applications
- Work with subject matter experts to provide demonstrations as they needed.
- Offer repeat trainings or one-on-one sessions for employees who cannot accommodate the training schedule.
- Prepared KRA reports on a Monthly basis also shared the same with the associates to help increase the team's performance.
- Conducted 1-2-1 sessions to understand the associate requirement in coordination to the Business requirements.
- Engaged the team in various Fun filled sessions to ensure Team Engagement.
- Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams.
- Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
- Promoted to handle additional responsibilities as Special Projects Coordinator, for new Proxy Voting product, providing expert guidance to customers.
Senior Customer Service Representative
ADP
Pune
08.2015 - 12.2018
- Motivated team of Associates on both inbound and outbound calls.
- Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
- Supervised outbound team to ensure they followed computer-generated lead order and exhibited courtesy at all times.
- Categorised training to align with job competencies to determine which employees could benefit from each available training.
- Identified, researched and resolved escalated and unique inquiries/queries daily
- Maintained a level of superior customer service
- Managed adequate coverage for call volume as needed
- Created incentives to assist team in meeting weekly goals and boost team morale
- Ran monthly goal contests with rewards.
- Motivated team to meet monthly goals and beat other teams in the Organisation
Profile Process Associate
TCS
Pune
07.2013 - 08.2015
- Analysed current processes and provided actionable recommendations for improvement, facilitating better operational efficiency.
- Investigated and addressed issues affecting data integrity in the database, enhancing reliability for users.
- Assigned tasks to associates, staffed projects, tracked progress, and communicated updates to managers and clients to ensure alignment.
Education
MBA - Human Resource
SVIMS
Pune06-2026
Bachelor of Science - Computer Science
St Mira's College
Pune06-2026
HSC - Science
Abeda Inamdar Jr. College
Pune06-2026
SSC -
St Francis High School
Pune06-2026
Skills
- Project management
- Operational efficiency
- Process improvement
- Documentation and reporting
- Spreadsheet management
- Microsoft Office proficiency
- Research expertise
- Client engagement
- Team collaboration
- Deadline orientation
Accomplishments
- Team Leader of the Month Award thrice in the year
- Achieved P4P for 6 months consecutively
- Top Team Leader in Ranking for 2 consecutive months
Languages Known
English
Hindi
Marathi
Certification
- Certified Scrum Master
- Certified Lean Six Sigma Green Belt
Timeline
Team Leader- Operations
AffinityX
05.2021 - 04.2023
Team Leader- Operations
Hexaware Technologies
04.2019 - 05.2021
Senior Customer Service Representative
ADP
08.2015 - 12.2018
Profile Process Associate
TCS
07.2013 - 08.2015
MBA - Human Resource
SVIMS
Bachelor of Science - Computer Science
St Mira's College
HSC - Science
Abeda Inamdar Jr. College
SSC -
St Francis High School