Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Santosh Verma