Pravin Yadav
Mumbai
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
6
6
years of professional experience
Work History
Team Leader
Wipro Ltd. (Singapore Airlines)
12.2021 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Quality Analyst
Wipro Ltd. (Singapore Airlines)
04.2019 - 11.2021
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Addressed non-conformance issues, pausing production to correct errors.
- Liaised with vendors and end-users to uncover system optimization opportunities.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Customer Service Supervisor
Wipro Ltd. (Singapore Airlines)
08.2018 - 03.2019
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Representative
Wipro Ltd. (Singapore Airlines)
10.2017 - 07.2018
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to Passengers in need.
- Updated account information to maintain customer records.
- Answered customer telephone calls/email/chat promptly to avoid on-hold wait times.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Created bookings, accepted payments, booking changes and processed refund and cancellation requests.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai04.2018
Skills
- Performance improvement
- Safety processes and procedures
- Employee Evaluation
- Knowledgeable in Amadeus
- Outlook Management
- Analytical and Critical Thinking
- Teamwork and Collaboration
- Organization and Time Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Upper intermediate (B2)
Timeline
Team Leader
Wipro Ltd. (Singapore Airlines)
12.2021 - Current
Quality Analyst
Wipro Ltd. (Singapore Airlines)
04.2019 - 11.2021
Customer Service Supervisor
Wipro Ltd. (Singapore Airlines)
08.2018 - 03.2019
Customer Service Representative
Wipro Ltd. (Singapore Airlines)
10.2017 - 07.2018
Bachelor of Science - Information Technology
Mumbai University
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