Shabnam Pathania
Kangra, Himachal Pradesh
Summary
Results-oriented professional with extensive experience in team leadership and quality analysis. Skilled in training development and sales pipeline management, consistently delivering measurable improvements in team performance and customer satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Team Leader
Teleperformance
Mohali
04.2024 - Current
- Led a team of 15-20 customer service representatives to uphold quality standards.
- Implemented feedback processes to enhance team performance and morale.
- Monitored daily operations, driving efficiency and maintaining quality benchmarks.
- Conducted regular coaching sessions and feedback meetings to foster agent development.
- Created comprehensive quality monitoring reports and performance dashboards using Excel and Power BI.
- Facilitated training workshops on sales strategies, objection handling, and customer engagement.
Quality Analyst
Teleperformance
04.2024 - 03.2026
- Analyzed calls to identify trends and performance improvement areas.
Delivered targeted coaching sessions to enhance agent development.
Conducted quality audits ensuring compliance with organizational standards.
Developed training materials and facilitated knowledge-sharing sessions for new hires.
Supported team leaders in managing performance and achieving goals.
Customer Support Executive
BPO Services,
chandigarh
04.2024 - 05.2025
- Managed high-volume inbound and outbound customer interactions while identifying sales opportunities
- Built strong customer relationships resulting in higher retention and satisfaction scores
- Balanced customer service excellence with meeting sales targets in a fast-paced environment
- Utilized CRM tools to manage leads, track follow-ups, and close deals efficiently
Education
Master of Commerce -
Govt. PG Degree College,
Dharamshala03-2023
Bachelor of Computing -
Govt. PG Degree College,
Dharamshala01-2022
12th ( Senior Secondary) -
Govt. Sr. Sec. School,
Bhogarwan01-2018
10th (Matriculation) -
Govt. Sr. Sec. School,
MalahriSkills
- Team leadership and management,
- quality monitoring and audits,
- root cause analysis (RCA),
- customer satisfaction (CSAT/NPS), improvement,
- sales pipeline management,
- CRM tools and Salesforce,
- call calibration and reporting, training and development,
- MS Excel and PowerPoint,
- excellent communication skills
Certification
NCC C Certificate Holder
Participated in Judo National Level U-17, Delhi
Leadership Excellence Award - Teleperformance (2024)
Best Team Performance Award - Q3 2024
Participated in Judo National Level U-17, Delhi
Leadership Excellence Award - Teleperformance (2024)
Best Team Performance Award - Q3 2024
Personal Details
- Father's Name: Kalyan Singh
- Date of Birth: 15th December 2000
- Languages Known: Hindi, English, Punjabi
- Marital Status: Single
- Nationality: Indian
Timeline
Team Leader
Teleperformance
04.2024 - Current
Quality Analyst
Teleperformance
04.2024 - 03.2026
Customer Support Executive
BPO Services,
04.2024 - 05.2025
Master of Commerce -
Govt. PG Degree College,
Bachelor of Computing -
Govt. PG Degree College,
12th ( Senior Secondary) -
Govt. Sr. Sec. School,
10th (Matriculation) -
Govt. Sr. Sec. School,