Pulak Pal
Kolkata
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
10
10
years of professional experience
Work History
Team Leader
WNS Global Services Private
Hyderabad
07.2024 - Current
- Led cross-functional teams to improve operational efficiency and service delivery.
- Developed training programs for new team members to enhance skills and knowledge.
- Monitored project progress and provided support to achieve departmental goals.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Allocated resources effectively to ensure project completion within deadlines and budget.
- Facilitated team meetings to discuss performance and address challenges collaboratively.
- Delegated daily tasks to team members to optimize group productivity.
- Established clear expectations for employees, providing guidance when needed.
- Completed daily quality assurance duties to provide feedback for improvements.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Maintained daily inventory to facilitate successful material distribution.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized client meetings to provide project updates.
Sr.Process Associate(chat & Email Support)
24-7IntouchCX
Hyderabad
01.2024 - 03.2024
- To assist customers with queries related to their order status, available products, dispatch details, payment details, etc via Emails and deal with multiple customers at the same time.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Managing of the Returns and Refunds Process.
Process Associate
Tata consultancy services
Kolkata
10.2015 - 10.2023
- Handle inbound and outbound calls from customers across different countries.
- Address customer inquiries, concerns, and provide accurate information.
- Managed accurate inmate customer accounts and logs of customer queries while following SOP.
- Taking client calls to understand exactrequirements and get that implemented in day to day work.
Education
Hospitality Travel And Customer Service - Customer Service Management
Frankfinn Institute
Kolkata04.2014
Bachelor of Arts - General Studies
Burdwan University
West Bengal 05.2013
High School Diploma -
Albandha High School
West Bengal 04.2010
Skills
- Handling Customer live chat&Email
- Handling international calls
- Team Management & training
- Microsoft Office Suite
- SAP & CRM navigation
- Leadership
- Team supervision
- Shift scheduling
- Work planning
- Client communication
- Team assessment
- Teamwork and collaboration
- Performance improvement
- Leading team meetings
- Daily workflow improvement
- SOP adherence
- Client support
- People management
- Key performance indicators
- Work Planning and Prioritization
- Performance monitoring
- Performance evaluations
Languages
English
Upper Intermediate
B2
Hindi
Proficient
C2
Bengali
Proficient
C2
Timeline
Team Leader
WNS Global Services Private
07.2024 - Current
Sr.Process Associate(chat & Email Support)
24-7IntouchCX
01.2024 - 03.2024
Process Associate
Tata consultancy services
10.2015 - 10.2023
Hospitality Travel And Customer Service - Customer Service Management
Frankfinn Institute
Bachelor of Arts - General Studies
Burdwan University
High School Diploma -
Albandha High School