Rahul P
Bangalore
Summary
Team Leader with 9 years of experience in People & Performance management, dedicated to enhancing employee engagement and driving high performance. Proven track record of achieving organizational goals across various communication channels, including Chat, Email, Offline, and International Voice. Excels in cultivating team vision and fostering collaboration to meet quality and production benchmarks.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader - Service Delivery
IntouchCX (24-7 Intouch)
Bangalore
05.2022 - Current
- Provided leadership to a team of service delivery staff, ensuring customer satisfaction and quality standards were met.
- Conducted regular meetings with the team and clients to discuss progress, issues, and goals.
- Performed root cause analysis on any problems encountered during service delivery activities.
- Managed vendor relationships related to service delivery operations.
- Spearheaded social media initiatives and created digital content for Facebook, Twitter and Instagram.
Operations Team Leader
[24]7.ai
Bangalore
05.2015 - 04.2022
- Provide support via multiple communication channels, including chat, email, and voice, ensuring prompt and accurate responses to customer inquiries.
- Provided leadership and direction to a team of 18 operations personnel.
- Monitored employee performance by providing feedback and coaching when needed.
- Monitored and reported on service levels, customer satisfaction and other KPIs to senior management.
- Assisted in developing strategies to improve customer service processes and procedures.
Education
BBA - Human Resources Management
RBANMS Degree College- Bangalore University
BANGALORE04-2015
Skills
- SLA management
- Stakeholder Management
- Quality Assurance
- Performance feedback
- Training & Development
- Relationship Building
- Supervision and leadership
- People Management
Certification
- Leader Coach & Bedrock Capsule-1
References
References available upon request.
Timeline
Team Leader - Service Delivery
IntouchCX (24-7 Intouch)
05.2022 - Current
Operations Team Leader
[24]7.ai
05.2015 - 04.2022
- Leader Coach & Bedrock Capsule-1
BBA - Human Resources Management
RBANMS Degree College- Bangalore University
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