SHYAM JOSHI
Delhi,DL
Summary
High‑performing Team Leader with 17+ years of experience in BFSI and telecom operations, specializing in team management, performance improvement, and customer experience. Proven ability to lead large teams, consistently deliver on key business KPIs, and support leadership through data‑driven insights, structured coaching, and process optimization.
Recognized as an acting Team Manager, adept at building trust, inspiring collaboration, and guiding teams toward organizational goals. Strong facilitator with experience working cross‑functionally with co‑management and senior leadership. Skilled trainer and mentor, driving employee development, operational efficiency, and enhanced customer satisfaction through effective leadership and strategic impact.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Team Leader (Acting) / Senior Operations Specialist
Barclays
2013.07 - Current
- Led a team of 20+ agents, consistently achieving KPIs in productivity, quality, and customer satisfaction.
- Drove team performance through structured coaching, daily huddles, and regular performance reviews.
- Developed team members’ skills via targeted coaching, resulting in measurable individual improvement.
- Enhanced overall team productivity by implementing efficient processes and monitoring performance metrics.
Operational Excellence
- Owned and resolved customer escalations with focus on root cause analysis and long-term fixes.
- Managed shrinkage, attendance, and schedule adherence to optimize operational efficiency.
- Partnered with leadership on reporting, forecasting, and performance planning.
- Improved First Point of Contact (FPOC) complaint resolution rate to 60%, reducing repeat contacts and boosting customer experience.
Leadership & Impact
- Acted as Subject Matter Expert (SME), providing real-time support across teams and functions.
- Conducted quality audits and delivered actionable feedback to improve performance.
- Published and analyzed daily/weekly/monthly MIS reports to support leadership decision-making.
- Collaborated with WFM to optimize scheduling, coaching time, and productivity.
- Led onboarding, training, and upskilling initiatives, including successful WFH transition.
- Independently managed team operations in absence of Team Manager.
Customer Support Executive / Floor Support
HCL Technologies – British Telecom Process
2006.11 - 2013.03
- Delivered high-quality customer support for technical and service-related issues
- Provided floor support, mentoring, and training to new hires and OJTs
- Monitored calls to identify performance gaps and implemented coaching plans
- Supported Team Leaders with reporting and performance management
- Consistently exceeded performance and customer satisfaction benchmarks
Education
Bachelor of Arts - Distance Education
Kalinga University
RaipurSkills
Performance Management
Stakeholder & Client Management
Team supervision
Teamwork and collaboration
Team motivation
Problem-solving
Quality improvement
Documentation and reporting
People management
Complaint resolution
Work Planning and Prioritization
Attention to detail
Coaching and mentoring
Key performance indicators
Accomplishments
- Achieved outstanding performance ratings consistently from 2022 to 2025
- Recognized with 40+ peer and leadership appreciations (e-thank yous)
- Improved key KPIs including Productivity, RFT, NPS, Quality, and Complaints FPOC
- Developed and mentored team members leading to internal promotions
- Played a key role in improving process quality and operational efficiency
Certification
Business Analysis Certification – Simplilearn (Pursuing)
ADDITIONAL INFORMATION
- Domain Expertise: Telecom & BFSI
- Strong leadership, communication, and interpersonal skills
- Proven ability to perform in high-pressure, target-driven environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader (Acting) / Senior Operations Specialist
Barclays
2013.07 - Current
Customer Support Executive / Floor Support
HCL Technologies – British Telecom Process
2006.11 - 2013.03
Bachelor of Arts - Distance Education
Kalinga University