Results-driven Operations Sr. Team Lead with expertise in team handling, SLA management, and process optimization. Proven track record in enhancing performance metrics and driving cost reduction initiatives.
Overview
6
6
years of professional experience
Work History
Operations Sr. Team Lead
Mobikwik Private Limited - In House
Gurugram
08.2025 - Current
Monitored performance metrics and provided feedback for continuous improvement.
Presented performance reviews & goals in WBR & MBR with clients.
Monitored the daily performance of operations personnel, identifying areas for improvement and implementing corrective action when necessary.
Analyzed data to identify opportunities for process optimization and cost reduction initiatives.
Team Lead
HCL Technologies
01.2023 - 08.2025
Develop and maintain strong relationships with the vendor partners to ensure effective communication and resolution of issues
Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
Monitored team performance against targets, taking corrective action where necessary.
Supported the manager in developing plans for future projects, initiatives and objectives.
LEAD QUALITY & TRAINING SPECIALIST
Concentrix Private Limited
04.2022 - 12.2022
Track feedback and customer satisfaction surveys post-chat interactions to identify recurring issues and areas for improvement
Regularly schedule refresher courses to ensure that employees are following the most current procedures and safety guidelines
Manage day to day operation tasks ensuring shrinkage, attrition, CSAT with the accuracy
QUALITY ANALYST
IGT Solution Pvt Ltd.
01.2020 - 03.2022
Conduct coaching sessions and training for agents to improve customer service quality
Assess whether travel bookings, inquiries, and issues are handled effectively and within established timelines
Conduct root cause analysis in case of SLA violations and suggest corrective actions
Senior Manager - Business Development at Zaak Epayment Services Private Limited ( Zaakpay By MobiKwik)Senior Manager - Business Development at Zaak Epayment Services Private Limited ( Zaakpay By MobiKwik)