Rose Mary Syiemlieh
Bangalore
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Experienced Operations Manager skilled in team management seeking a challenging position with a reputable organization. Demonstrated expertise in driving operational efficiency and achieving successful outcomes.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
[24]7.ai Customer Pvt. Ltd.
Bangalore
2016.07 - 2019.09
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Team Lead
[24]7.ai Customer Pvt. Ltd.
Bangalore
2019.09 - 2024.08
- Demonstrated expertise in the telecommunications industry as an Optus Client.
- Leading a team of 20 experts.
- Experience in Retail- Best buy (Canada)
- To ensure revenue achievement is 100% and above to meet the financial targets.
- Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
- Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
- Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
- Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
- Succession planning.
- Organize weekly and daily calls with the site to have a better result.
- Coordinating with other centers to identify the root cause of any problem that arises.
- Giving insights about the process and key development areas to the management and clients.
- Generate reports using the Assist platform in the absence of the WFM team.
- Coordinate with the Tech team to find out the root cause analysis for any Assist-related issues.
- Successfully completed Net Promoter Survey analysis for BQ agents in the program.
- Develop R&R programs to encourage performance.
- Tailoring services as per customer request.
- Analysis on key metrics to identify the reason for improvement or dip in terms of performance.
- Appraisal performance, rewarding, coaching, counselling, monitoring, motivating, and disciplining employees.
Team Lead
Infosys BPM LTD
Bangalore
2022.09 - Current
- Experienced in conducting Google Workspace Account Recovery for Google clients.
- Leading team of 18 experts.
- Coordinated team resources to achieve project goals.
- Identified opportunities for process improvements, implementing changes when required.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Developed strategies to increase team productivity and improve customer service levels.
- Maintained accurate records of employee attendance and task completion times.
- Delegated tasks appropriately according to individual skill sets.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Education
Bachelor of Science - Mathematics And Computer Science
Dayanda Sagar College
Bangalore, Karnataka, India2016-05
Skills
- Employee engagement
- Performance Improvement
- Operations Management
- Coaching and Mentoring
- Presentation Skills
- Adhoc Analysis Report
- Communication
- Flexible hands at Microsoft word, Microsoft excel and Microsoft PowerPoint.
- Well verse with Google Excel and Google related tools
- Interpersonal / Team Handling Skills
- Microsoft Office Suite
Accomplishments
- Awarded Bravo Monthly Champion 10+ times at Optus.
- Awarded Bravo Performance booster couple of times.
- Best Team Leader award for the Year 2020.
- Appreciation Emails and Complements from Clients.
- A+ grades in performance appraisal.
- Certified for next level promotion
Languages
Khasi
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Timeline
Team Lead
Infosys BPM LTD
2022.09 - Current
Team Lead
[24]7.ai Customer Pvt. Ltd.
2019.09 - 2024.08
Customer Service Representative
[24]7.ai Customer Pvt. Ltd.
2016.07 - 2019.09
Bachelor of Science - Mathematics And Computer Science
Dayanda Sagar College
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