Santosh Verma
New Delhi
Summary
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
Education
BACHELOR OF COMMERCE -
Rabindranath Tagore University
01.2020
SECONDARY SCHOOL -
C.B.S.E
01.2014
Skills
- Team Handling
- Manpower Planning
- Shrinkage & Attrition
- AHT Productivity
- Roaster Planning
- SLA Management
- Performance analysis
- Data-driven decision making
Timeline
Operations Sr. Team Lead
Mobikwik Private Limited - In House
08.2025 - Current
Team Lead
HCL Technologies
01.2023 - 08.2025
LEAD QUALITY & TRAINING SPECIALIST
Concentrix Private Limited
04.2022 - 12.2022
QUALITY ANALYST
IGT Solution Pvt Ltd.
01.2020 - 03.2022
BACHELOR OF COMMERCE -
Rabindranath Tagore University
SECONDARY SCHOOL -
C.B.S.E
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