Reetu Kumar Patra
Team Leader - Operations
Noida
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Team Leader
Aegis Customer Support Services Private Limited
Noida
02.2022 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for merchant support team.
- Maximized productivity by supervising, mentoring and scheduling team of 35 support personnel to meet organizational and operational objectives.
- Led and executed merchant support team strategy to reach company support goals.
- Maintaining records and auditing on daily basis for enhancing the team performance.
CUSTOMER SUPPORT MANAGER
NR WARDROBE FUSS PVT LT
Delhi
04.2019 - 08.2020
- Generated status and performance reports to facilitate continuous improvement.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Resolved customer questions, issues and complaints.
- Initiated development and implementation of customer service management training process.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Team Lead
DUENDE INFOTECH PRIVATE LIMITED
Bhubaneshwar
01.2018 - 03.2019
- Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
- Interviewed potential job applicants and partnered with management to select the final candidates for each open position.
- Conducted a new employee training class that detailed the basic policies of the company and the information about the job.
- Counseled personnel when needed about workplace issues, such as sexual harassment, grievances or other potential sources of conflict.
- Recruited new hires through interviewing and evaluated the potential of a job applicant using company guidelines.
- Lead on and off-site customer support teams across multiple time zones.
Senior Customer Service Associate
WIPRO LIMITED
Noida
07.2015 - 12.2017
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed robust online knowledge base for support staff to reference when responding to requests for assistance. Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Troubleshooting of network and hosts at L2 Level.
- Escalating the issues according to sla.
Education
Bachelor of Technology - COMPUTER SCIENCE ENGINEERING
Gandhi Institute of Technological Advancement
Bhubaneshwar, India 08.2008 - 07.2012
Skills
Client Service
Timeline
Team Leader
Aegis Customer Support Services Private Limited
02.2022 - Current
CUSTOMER SUPPORT MANAGER
NR WARDROBE FUSS PVT LT
04.2019 - 08.2020
Team Lead
DUENDE INFOTECH PRIVATE LIMITED
01.2018 - 03.2019
Senior Customer Service Associate
WIPRO LIMITED
07.2015 - 12.2017
Bachelor of Technology - COMPUTER SCIENCE ENGINEERING
Gandhi Institute of Technological Advancement
08.2008 - 07.2012
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