Ricardo Dominic Highland
Senior Team Leader - Operations
Perambur, Chennai
Summary
Seeking a role where I can use my extensive knowledge in People Management Communication Skills, Team Management, Reporting, and apply my experience to increase the company’s reputation and profitability.
Overview
13
13
Years of professional experience
Work History
Senior Team Leader - Operations
HCL Tech Ltd
Chennai
10.2011 - Current
- Set clear team goals and delegated tasks and set deadlines.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked different stations to provide optimal coverage and meet production goals.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Customer Care Executive
Sutherland Global Services
Chennai
09.2010 - 09.2011
- Started as a Customer Care Executive for a sales process (INTUIT)
- Handled sales calls, dealt with placing orders and up selling
- Moved into the customer service team, Handling customers on queries about their orders, placing returns, traces and credits.
- Coordinated timely responses to online customer communication and researched complex issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
B.B.A (Bachelors - Business Administration
H.S.L.C - undefined
S.S.L.C - undefined
Skills
MS Access,Windows, Linux, Mac OS
Client Service
Telemarketing expertise
Business Development
Written Communication
MS Office
Strategic planning
Additional Information
ACHIEVEMENTS:
- Completed Step Up Training for Team Leads
- Awarded Star performer JFM’ 13
- Awarded Star performer OND’ 13
- Capability Development Award 2014
- Awarded Star performer AMJ’’ 15
- Hall of fame award for Outstanding performance 6 years In a row
Timeline
Senior Team Leader - Operations - HCL Tech Ltd
10.2011 - Current
Customer Care Executive - Sutherland Global Services
09.2010 - 09.2011
Madras University - B.B.A (Bachelors, Business Administration
St. Joseph's Anglo-Indian Boys Higher Secondary School - H.S.L.C,
St. Joseph's Anglo-Indian Boys Higher Secondary School - S.S.L.C,