Punam Dhar
Bangalore
Summary
Experienced Operations Team Leader with a proven track record of managing large teams, driving SLA adherence, and delivering process efficiency through effective workflow management and client collaboration. Skilled in coaching, mentoring, and performance optimization to consistently achieve business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Team Lead
ResourcePro
11.2025 - Current
- Task assignment: Streamlined task distribution and workload management for optimal team performance.
- Troubleshooting: Led effective problem-solving initiatives to resolve operational issues and minimize downtime.
- Audit: Conducted thorough operational audits to ensure compliance and identify areas for improvement.
- Question log validation: Validated question logs to maintain accuracy and facilitate efficient knowledge sharing.
- Audit the auditor: Performed oversight audits on audit processes to ensure integrity and adherence to standards.
- Aht monitor: Monitored Average Handle Time (AHT) to optimize efficiency and enhance service delivery.
- Daily client reports: Generated and analyzed daily client reports, providing key insights and performance metrics.
- Reconciliation: Managed reconciliation processes to ensure data accuracy and resolve discrepancies.
- Error log: Maintained and analyzed error logs to identify trends and implement corrective actions.
- Audit plan: Developed and executed comprehensive audit plans to assess operational effectiveness.
- Training plan: Designed and implemented training programs to enhance team skills and knowledge.
- Qualification plan: Created and managed qualification plans to ensure team readiness and competency.
- Mailbox audit: Conducted regular mailbox audits to ensure timely responses and efficient communication.
- Procedure update: Updated and improved operational procedures to reflect best practices and regulatory changes.
- Monthly review / weekly review: Facilitated and documented regular performance reviews (monthly/weekly) to track progress and set objectives.
Founder
House of Havoc (Aarya Associates)
10.2023 - 05.2025
- End-to-End Operations Management: Built and managed backoffice operations for a D2C watch brand across website, Amazon, and Flipkart, achieving peak monthly revenue of ₹10Lakhs+
- Process Optimization: Implemented streamlined order processing and inventory controls, reducing stock-out instances by 50% over 12months and improving on-time delivery rate to 99%.
- Team Leadership: Recruited and managed a small team of 4 across customer support, packaging, and logistics;
- Vendor & Client Coordination: Negotiated with China suppliers and logistics partners to ensure cost-efficient procurement and smooth last-mile delivery.
- Performance Tracking: Created daily and weekly operational dashboards to monitor sales, order fulfillment, returns, and customer satisfaction (maintained 4.2/5+ average rating across platforms).
- Cost & Revenue Focus: Balanced marketing spends with operational budgets, ensuring sustainable margins while scaling sales from launch to ₹8-10L/month within 18 months.
Unit Manager
Mphasis
05.2019 - 02.2022
- Workflow Prioritization: Interpret client instructions and allocate offshore tasks efficiently on an hourly basis
- Daily Volume Management: Oversee offshore team operations (managing an average daily volume of 5,000+ transactions), with a focus on tracking hourly inflow/outflow to ensure 100% timely delivery before client cut-offs.
- SLA Adherence: Monitor and exceed SLAs while improving overall work quality maintaining a 99.5% average SLA adherence rate
- Reporting & Analysis: Prepare daily, weekly, and monthly reports for management review and performance optimizations that boosted team efficiency by 10%
- Coaching & Mentoring: Identify training needs, track team performance, provide coaching, and conduct appraisals to maintain high standards
- Client Relationship: Lead weekly client meetings, maintain strong communication, and drive performance improvement initiatives
- Introduced Double quality check within team to improve quality score from 97 to 99.8% within 2 months
- Used succession planning for team and improved attrition percentage.
Team Leader
[24]7 Inc.
05.2012 - 05.2019
- Handling a team of 20 members
- 4.6 Years in supervisory role
- Handling new client enquiries and acting as the face of the business
- Motivated and guided team to consistently exceed KPIs, achieving 110% of revenue targets for 3 consecutive quarters.
- Ensure there is a 1-1 session with the employees and review with the clients on a weekly basis
- Focus on the revenue target to achieve company standards
- Attrition Control: Rolled out engagement and action plans, reducing team attrition from 18% to 8% YoY.
- Done project on process NPS improvement by using Pareto/Grow method and improved from 0-15% NPS with additional metric improvement of cross selling.
Education
BCA -
Brindavan College
Bangalore02.2022
PUC -
05.2019
Class XII -
B K Girls
01.2008
SSLC -
Sabroom English Medium High School
01.2006
Skills
- Marketplace Management
- Paid Advertising (PPC, Sponsored Ads)
- Search Engine Optimization (SEO)
- Social Media Strategy
- Data-Driven Decision Making
- Consumer Behavior Analysis
- Conversion Rate Optimization (CRO)
Certification
ASPPA, 04/01/21
Personal Information
- Date of Birth: 01/23/91
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Father's Name
H.B Dhar
Timeline
Senior Team Lead
ResourcePro
11.2025 - Current
Founder
House of Havoc (Aarya Associates)
10.2023 - 05.2025
Unit Manager
Mphasis
05.2019 - 02.2022
Team Leader
[24]7 Inc.
05.2012 - 05.2019
BCA -
Brindavan College
PUC -
Class XII -
B K Girls
SSLC -
Sabroom English Medium High School