Shobhana Negi
Sector 52, Gurugram
Summary
Team Manager with over 2.5 years of expertise in leading teams and enhancing service delivery. Skilled in customer service, training and development, quality assurance, and performance management to meet business objectives. Experienced in managing projects in collaboration with introducer's, MI report handling, process improvements, and complaint resolution. Strong knowledge of risk management, ensuring compliance with AML and KYC regulations. Adept at collaborating with multiple Lines of business to optimize workflows and achieve organizational goals. Skilled in maintaining high standards of quality and efficiency while leading the team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Manager
PLS Lawyers Private Limited
01.2018 - Current
- Lead and manage teams to ensure high-quality customer service and timely resolution of client escalations.
- Enhanced team capacity through automation, upskilling, and process improvements while conducting performance reviews and identifying training needs.
- Monitor daily workflows, leading projects and maintaining effective partnerships with introducers, and ensure compliance with AML and KYC regulations.
- Conduct quality checks, optimize processes, and facilitate effective communication between teams in India and the UK.
- Oversee training workflow planning, and leave management, while maintaining dashboards, preparing reports, fostering team engagement and motivation to successfully achieve business objectives.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Executive Accounts Assistant
Medavin Healthtech
05.2014 - 12.2017
- Managed billing systems, generated invoices and account statements, and ensured accuracy in Accounts Receivable records through regular reconciliation.
- Produced monthly financial and management reports, investigated discrepancies, and resolved client inquiries.
- Maintained strong customer relationships by addressing concerns, providing timely solutions and ensuring client satisfaction.
Process Associate
FIS
01.2013 - 04.2014
- Took ownership of managing UK customer accounts by proactively addressing inquiries and executing plan upgrades.
- Delivered high-quality customer service and technical support for mobile devices while ensuring seamless resolution of issues.
- Spearheaded high-volume chat operations with strong focus on data accuracy, client satisfaction, and operational efficiency.
- Acted as a key contributor in maintaining service excellence and supporting process improvement initiatives.
- Led training sessions for new joiners to assist leadership and strengthen team performance.
Team Member
Bank of America - BA Continuum
02.2011 - 12.2012
- Oversaw verification and validation of U.S. client accounts for Social Security disbursements, ensuring full compliance with regulatory standards.
- Maintained high standards of data security and accuracy while managing sensitive client information.
- Acted as a key liaison with the Social Security Administration to deliver timely and precise account balance reports, contributing to process integrity and client satisfaction.
Education
BBA - Human Resources Management
Graphic Era Institute of Technology
01.2010
Intermediate - undefined
Scholars Home School
01.2007
Matriculation - undefined
Scholars Home School
01.2005
Skills
- Team Leadership & People Management
- Project & Process Management
- Quality Checks & Compliance
- Data & Report Management
- Training & Development
- Complaint Handling & Escalation Management
- Performance Monitoring & KPI Management
- Time Management & Multitasking
- Teamwork, Employee engagement and collaboration
- Customer service
- Adaptability and flexibility
- Decision-making
- Operations management
- Recruitment and hiring
- Risk management
Certification
- Certification in Six Sigma AI Yellow belt from Sparen and Gewinn.
- Certification in Six Sigma Assessment from Shronti Lahani & Gargi Ruparelia.
- Certificate in Anti-Money Laundering, KYC, and Compliance from Financial Crime Academy.
Personal Information
Title: Team Manager
Project Management Experience
- Successfully managed key projects with UK introducers, ensuring seamless operations and high-quality service delivery.
- Streamlined processes across platforms such as LMS, Sort Refer, Movein Legal, Optimus, Convey Buddy, and ECON, facilitating smooth collaboration between internal teams and introducers to enhance stakeholder satisfaction and foster long-term partnerships.
- Effectively used Trello and Zoho for task and project oversight, training delivery and workflow coordination.
Timeline
Team Manager
PLS Lawyers Private Limited
01.2018 - Current
Executive Accounts Assistant
Medavin Healthtech
05.2014 - 12.2017
Process Associate
FIS
01.2013 - 04.2014
Team Member
Bank of America - BA Continuum
02.2011 - 12.2012
Intermediate - undefined
Scholars Home School
Matriculation - undefined
Scholars Home School
BBA - Human Resources Management
Graphic Era Institute of Technology
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