Riya Gupta
Team Leader - Operations
Delhi
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. With strong organizational skills, ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Team Leader - Operations
Hcl Technologies Ltd
Noida
03.2023 - Current
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Subject Matter Expert
HCL Technologies Ltdn
Noida
04.2022 - 03.2023
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
- Designed and prepared technical reports, studies, and related documentation.
Senior Associate
HCL Technologies Ltd
Noida
03.2021 - 04.2022
- Leveraged industry expertise to provide valuable insights during internal discussions, contributing to the development of innovative solutions for clients.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Senior Associate
Info Edge India Pvt Ltd
Noida
11.2019 - 03.2021
- Played a pivotal role in securing new business opportunities through tailored proposals and presentations.
- Actively participated in organizational development initiatives like workshops or seminars, contributing valuable insights based on experience.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Customer Service Representative
Exl Services Pvt Ltd
Noida
04.2018 - 11.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelors - Commerce
Delhi University
Delhi 05.2013 - 12.2015
Masters - English
Indira Gandhi National Open University
Delhi 06.2016 - 12.2018
Skills
Documentation And Reporting
Client Service
Quality Improvement
Technical Support
Coaching
Team Supervision
Project Planning
Timeline
Team Leader - Operations
Hcl Technologies Ltd
03.2023 - Current
Subject Matter Expert
HCL Technologies Ltdn
04.2022 - 03.2023
Senior Associate
HCL Technologies Ltd
03.2021 - 04.2022
Senior Associate
Info Edge India Pvt Ltd
11.2019 - 03.2021
Customer Service Representative
Exl Services Pvt Ltd
04.2018 - 11.2019
Masters - English
Indira Gandhi National Open University
06.2016 - 12.2018
Bachelors - Commerce
Delhi University
05.2013 - 12.2015