Rima Jorden Dmello
Team Leader - Customer Service
Mumbai
Summary
Seeking to utilise my time management, problem-solving and team motivation skills to successfully lead customer service team and accomplish department goals
Overview
12
12
years of professional experience
Work History
AM- Communication
Bizdent Devices Pvt Ltd
01.2025 - 08.2025
- Managing the day-to-day activities of the team
- Implementing a timeline to achieve targets such as:
- Daily closure of open and pending queries
- On time callback arrangements
- Clearing close and hold cases as per TAT
- Co-ordination with operators to avoid drop calls.
- Resolving the complaints received from doctors with the team
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Listen to team members’ feedback and resolve any issues or conflicts faced by them.
- Identifying and conducting training of team members to maximize their potential.
- Motivating customer service team to meet goals.
- Leading performance reviews for team members
Team Leader - Operations
Concentrix Daksh Pvt Ltd
04.2022 - 09.2024
- Managing a team of 30 Insurance Advisors/ Verifiers
- Motivating team to achieve targets set by management
- Managing RTQM
- Timely delivering process related updates to team
- Call audits, SR Audits for quality check and sharing real-time feedback with advisors
- Preparing and presenting Monthly and Fortnightly reviews to hierarchy as well as individual team members with their individual performance parameters
- Preparing daily reports on AHT, Occupancy, ACW, Schedule Adherence and Attendance
- Briefing team, conducting huddles and meetings
- Handling Customer escalation Calls
- Floor Management
TEAM LEADER - Retail Liabilities-Inbound
IDFC First Bank
12.2017 - 03.2022
- Managing team and driving the members to achieve the common goal as expected by Management.
- Delivering product and process update timely to the team.
- Auditing SRs and calls and sharing feedback with members for performance improvement
- Handling escalation calls and providing customers with end to end resolution
- Preparation and presenting data in weekly review
- Floor Management
- RTA
- Assisting OJT batch with real time customer queries
- Preparation of RCA
- Conducting Monthly One on one performance reviews with individual employee
Relationship Manager
ICICI Lombard GIC
03.2015 - 09.2017
- Handling entire outbound process.
- Maintaining data for review on weekly basis
- Coordinating with other departments to resolve customer queries and providing end resolutions with in TAT.
- Verifying claim related documents.
- Handled Health, Motor and Personal Accident cases.
- Joined in Pilot batch of outbound
- Trained new agents on OJT and assisted TL for completion of targets.
- Resolving customers queries on call for inbound process
Customer Service Representative
Caltronics BPO PVT Ltd
07.2013 - 02.2015
- Handling customer queries on call for a broadband process - Inbound
- Providing details related to product.
- Troubleshooting on call if customers facing any problems related to broadband.
Education
Bsc - IT
Mumbai University
06.2013
HSC - Science
Maharashtra Board
Mumbai06.2009
SSC -
Maharashtra Board
06.2007
Skills
Team Leader
Team Management
Floor Management, RTA
Operations, Rostering
Banking & Insurance
Attrition, Occupancy, AHT, NPS, CSAT
Inbound Voice
Escalations, RCA
Timeline
AM- Communication
Bizdent Devices Pvt Ltd
01.2025 - 08.2025
Team Leader - Operations
Concentrix Daksh Pvt Ltd
04.2022 - 09.2024
TEAM LEADER - Retail Liabilities-Inbound
IDFC First Bank
12.2017 - 03.2022
Relationship Manager
ICICI Lombard GIC
03.2015 - 09.2017
Customer Service Representative
Caltronics BPO PVT Ltd
07.2013 - 02.2015
Bsc - IT
Mumbai University
HSC - Science
Maharashtra Board
SSC -
Maharashtra Board