Shanti Chaudhary
B-96, GD Colony, Mayur Vihar Phase-3, Delhi
Summary
Highly Effective Operations Team Leader known for exceptional ability to enhance productivity and efficiently manage tasks. Historically achieved the process KPIs, Closely worked with upper management for manpower, SLA, Shrinkage. Used lean and automation for the process improvement. Handled multiple LOBs. Specialize in strategic planning, process optimization, and team motivation. Excel in leadership, communication, and problem-solving, ensuring seamless operations and effective team collaboration.
Overview
7
7
years of professional experience
Work History
Operation Team Leader
TSG Carrier LTD
Noida
2023.05 - Current
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Connected with operators and provide telecommunications services.
- Developed strategies to increase team productivity and improve customer service levels.
- Developed and maintained relationships with key accounts to ensure client satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Negotiated contracts with clients to maximize profitability.
- Developed strategies to increase revenue from existing accounts.
- Presented product features and advantages to potential customers during sales meetings.
- Prepared monthly financial statements for each account.
- Collaborated with the sales team to determine the best ways to drive.
Operation Team Leader
Bundl Technology (Swiggy)
Gurugram
2022.01 - 2023.03
- Developed and implemented operational procedures to ensure efficient operations.
- Monitored daily operations to ensure compliance with company standards, regulations, and customer service expectations.
- Collaborated with management team to develop long-term business objectives and plans.
- Conducted regular reviews of existing systems and procedures in order to identify areas for improvement or optimization opportunities.
- Evaluated employee performance regularly through feedback sessions or one-on-one meetings as needed.
- Managed the sourcing and training team of Swiggy.
- Managed matrix, data preparation, and evaluation with the use of SQL query.
- Responsible for Attrition, Order Reliability, SLA, Call Quality, CSAT, Issues handling, and helped in streamlining the first new virtual project in Swiggy operation.
- Managed multiple sourcing channels and participated in weekly calibration and reviews.
- Connected with clients and developed strategies to achieve our targets and customer service goals.
- Measured and reviewed performance via KPIs and metrics.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Operation Team Leader
Startek (Max Life Insurance)
Noida
2019.09 - 2022.01
- Managed multiple clients and GO Managers. Managed retention and collection.
- Responsible for shrinkage, attrition, SLA, process quality, basic hygiene.
- Organizing and planning the available resources to optimize production and achieve the client's KPI.
- Monitored daily performance of the team against established goals.
- Created monthly reports detailing team progress and results.
- Developed strategies for improving customer service quality and efficiency.
- Ensured compliance with company policies and procedures as well as applicable state regulations.
- Identified areas of improvement within the team's workflow processes and implemented corrective actions accordingly.
- Facilitated communication between teams across departments to ensure timely resolution of client issues.
- Established KPIs for each member of the team to measure performance against targets set by management.
- Responded to inquiries and explained product features and service advantages to potential customers.
- Collaborated with other departments to ensure that all operational requirements were met on time.
Associate in FIT
Startek (Flipkart Seller Support)
Noida
2017.06 - 2019.08
- Managed work in the Fraud Investigation Team and handled client escalation.
- Handling the seller support for Flipkart to resolve seller issues.
- Participated in weekly team meetings to discuss team goals and strategies.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Working on high-aging tickets and escalations.
- Handled the cases as an L3 and closed the cases.
- Created reports detailing the results of investigations into suspected cases of fraud.
- Analyzed data for potential fraud indicators.
- Evaluated internal processes and procedures to detect areas of vulnerability to fraud.
- Developed strategies to identify, prevent, and mitigate instances of fraud.
Education
Associate of Arts -
Dyal Singh College (DU)
2017-01
12th -
CBSE Board
2013-01
10th -
CBSE Board
2011-01
Skills
- Operation Management
- Client Communication
- People Management
- Quality &Compliance
- Process Improvement
- Data Analysis
- Lead Generation
- Decision Making
- Quality Assurance
- Enthusiastic
- Goal Oriented
Accomplishments
- Received Best Team Leader Awards many times
- Received Client Appreciation
- Rewarded for Outstanding Performance
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Operation Team Leader
TSG Carrier LTD
2023.05 - Current
Operation Team Leader
Bundl Technology (Swiggy)
2022.01 - 2023.03
Operation Team Leader
Startek (Max Life Insurance)
2019.09 - 2022.01
Associate in FIT
Startek (Flipkart Seller Support)
2017.06 - 2019.08
Associate of Arts -
Dyal Singh College (DU)
12th -
CBSE Board
10th -
CBSE Board
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