Preeti Janet Luiz
Navi Mumbai
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
3
3
Languages
1
1
Certification
23
23
years of professional experience
Work History
Team Leader
Tata Consultancy Services
10.2018 - 12.2024
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Inspired teams to achieve or exceed goals through regular motivation, and facilitating team-building activities.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Completed audits and risk assessments to achieve regulatory compliance.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Resolved complex customer enquiries, disputes and complaints.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Integrated process improvements to optimise overall workflow and efficiency.
- Offered constructive feedback to employees in response to quality assurance measures.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Team Leader
Prudential Process Management Services
04.2007 - 09.2018
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Inspired teams to achieve or exceed goals through regular motivation, and facilitating team-building activities.
- Trained and supervised team to deliver on daily CSL targets.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Resolved complex customer enquiries, disputes and complaints.
Customer Service Representative- Backoffice
Intelenet Global Services Pvt Ltd
09.2003 - 03.2007
- Worked for an UK based Insurance company-Standard Life Healthcare.
- Assisted customers with product-related questions, feedback and complaints.
- Addressed customer service enquires quickly and accurately.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Office Administration Assistant
St Theresa English High School
07.2001 - 06.2003
- Maintained accurate, up-to-date customer records, precisely documenting updates within manual and digital office systems.
- Took and distributed clear, accurate meeting minutes, enabling continued progression towards business goals.
- Filed manual documents in alphabetical order, maintaining ease of information access and retrieval.
Education
Bachelor of Commerce - Commerce
Mumbai University
Maharashtra04.2001
Certificate of Higher Education - XII
St John The Baptist High School and Junior College
Thane, MH01.1998
Certificate of Higher Education - X
St John The Baptist High School and Junior College
Thane, MH01.1996
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Mentoring
Accomplishments
- TCS- Star Performer for the month of July,2024
- Recognised by Prudential management for performance on various platforms.
Certification
Green Belt Certification
Timeline
Team Leader
Tata Consultancy Services
10.2018 - 12.2024
Team Leader
Prudential Process Management Services
04.2007 - 09.2018
Customer Service Representative- Backoffice
Intelenet Global Services Pvt Ltd
09.2003 - 03.2007
Office Administration Assistant
St Theresa English High School
07.2001 - 06.2003
Certificate of Higher Education - X
St John The Baptist High School and Junior College
Certificate of Higher Education - XII
St John The Baptist High School and Junior College
Bachelor of Commerce - Commerce
Mumbai University