PURVI KASAUDHAN
Gurugram
Summary
Dynamic professional with proven team leadership at Transcom, excelling in performance management and data analysis. Recognized for enhancing operational efficiency and driving customer satisfaction through effective communication and problem-solving skills. Committed to fostering team success and delivering impactful results in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Acting Team Leader / Customer Service Associate
Transcom
Gurgaon
04.2024 - Current
- Currently functioning as Acting Team Leader, managing daily floor operations and team deliverables.
- Handle real-time escalations, critical customer interactions, and SLA-sensitive cases.
- Monitor agent performance, quality scores, attendance, and productivity metrics.
- Provide coaching, feedback, and on-the-job support to improve individual and team performance.
- Prepare and share MIS updates with supervisors and managers for decision-making.
- Support new joiner nesting, process adherence, and quality compliance.
Admin Executive / Data Representative
TLC Digitech
07.2022 - 03.2024
- Owned MIS reporting and operational data tracking for management and stakeholders.
- Analyzed productivity gaps and quality trends to support corrective actions.
- Strengthened reporting accuracy and turnaround time through process improvements.
- Acted as a data support point for operations and leadership teams.
Front Office Associate
Jaypee Residency Manor
Mussoorie
12.2021 - 05.2022
- Led shift-level front office operations and handled guest escalations independently.
- Coordinated with multiple departments to ensure service recovery and guest satisfaction.
- Recognized for leadership behavior and customer-centric approach.
Hospitality Trainee
ITC Grand Bharat
Manesar
11.2020 - 04.2021
- Supported supervisors in guest handling and operational coordination.
- Demonstrated leadership potential by proactively supporting team operations.
Education
B.Sc. Hotel Management -
Agra01.2022
Class XII -
Lucknow01.2019
Class X -
St. Xavier's School
Siddhartha Nagar01.2017
Skills
- Team leadership
- Data analysis
- Team management
- Problem solving
- Effective communication
- Performance management
- Customer operations
- Data reporting
- Technical proficiency
Accomplishments
- Selected and trusted to perform Acting Team Leader responsibilities.
- Consistently achieved strong CSAT and quality outcomes at the team and individual levels.
- Recognized for ownership, leadership mindset, and escalation handling.
- Successfully supported large-scale hospitality and corporate events.
- Awarded in debate and cultural competitions, highlighting communication excellence.
Core Skills
Acting TL Responsibilities, Floor Management, Shift Handling, Agent Coaching & Mentoring, KPI Tracking, SLA Adherence, CSAT & Quality Improvement, Productivity Monitoring, Escalation Management, Multi-channel Support (Chat, Email, Voice), Advanced Excel (VLOOKUP, Pivot Tables), MIS, Productivity & Quality Dashboards, CRM Systems, Opera PMS, MS Office Suite, Decision Making, Stakeholder Communication, Ownership & Accountability
Timeline
Acting Team Leader / Customer Service Associate
Transcom
04.2024 - Current
Admin Executive / Data Representative
TLC Digitech
07.2022 - 03.2024
Front Office Associate
Jaypee Residency Manor
12.2021 - 05.2022
Hospitality Trainee
ITC Grand Bharat
11.2020 - 04.2021
B.Sc. Hotel Management -
Class XII -
Class X -
St. Xavier's School