Prasanjit Mallick
Bengaluru
Summary
Results-driven Team Leader specializing in international call center operations. Enhanced customer satisfaction through effective coaching and conflict resolution, driving significant productivity gains and fostering collaboration. Committed to continuous improvement and operational strategy, achieving high customer satisfaction ratings while optimizing team performance.
Overview
6
6
years of professional experience
Work History
Team Leader Operation
Conduent LLP
Bangalore
11.2025 - Current
- Coordinated daily operations, enhancing workflow and increasing team productivity.
- Inspired team members to improve customer satisfaction, directly supporting retention efforts.
- Facilitated team meetings to align project goals and monitor progress towards objectives.
- Trained new team members on company policies and procedures.
- Developed training materials enhancing team skills and knowledge.
- Engaged in senior leadership meetings, reporting team progress and aligning on strategic objectives.
Team Leader Operation
Teleperformance (TP)
Indore
05.2025 - 10.2025
- Led team of 15 representatives to achieve 95% customer satisfaction rating through targeted coaching.
- Enhanced first call resolution by 25% and reduced customer escalations by 30% with targeted training programs.
- Implemented operational strategies that increased productivity by 20% and decreased average handling time by 15%.
Team Leader Operation
Tech Marinara
Mangalore
09.2020 - 05.2025
- Coordinated team dynamics to achieve project objectives under tight deadlines, enhancing collaboration and focus.
- Delegated responsibilities to maintain balanced workload, ensuring team members' strengths were utilized effectively.
- Evaluated team performance and provided constructive feedback, enhancing quality and efficiency.
- Guided team through coaching sessions, enhancing skills and fostering professional growth.
- Addressed conflicts proactively, fostering a positive and communicative team atmosphere.
- Compiled and presented performance reports to senior management, highlighting team achievements and actionable improvement areas.
- Acquired two years of experience as a team leader at Tech Marinara in Amazon International Voice Process.
Education
B.Sc - Physics
Utkal University
Bhubaneswar05-2022
XIIth - Biology
Swain College of Science And Technology
Balasore, Odisha03-2019
Xth - Secondary Education
Vivekananda Ucha Vidyapitha
Bhadrak, Odisha03-2017
Skills
- Call center management
- Team leadership
- Operational strategy
- Workflow optimization
- Performance evaluation
- Data analysis
- Service excellence
- Customer satisfaction
- Conflict resolution
Hobbies and Interests
- Watching Cricket
- Reading Books
- Playing Cricket
Languages
- English
- Hindi
- Bengali
- Odia
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Team Leader Operation
Conduent LLP
11.2025 - Current
Team Leader Operation
Teleperformance (TP)
05.2025 - 10.2025
Team Leader Operation
Tech Marinara
09.2020 - 05.2025
B.Sc - Physics
Utkal University
XIIth - Biology
Swain College of Science And Technology
Xth - Secondary Education
Vivekananda Ucha Vidyapitha